A Trivia Quiz On Account Authentication

20 Questions | Total Attempts: 277

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A Trivia Quiz On Account Authentication

Answer questions regarding the Account Authentication process for Collections.


Questions and Answers
  • 1. 
    If I receive a call warm transferred from an internal Sprint department and the Sprint Representative states that he/she has already authenticated the caller, do I need to re-authenticate the caller?
    • A. 

      Yes. When you receive a call warm transferred from any internal Sprint department and the Sprint Representative advises you that he/she authenticated the caller, you need to re- authenticate the caller.

    • B. 

      No. When you receive a call warm transferred from any internal Sprint department and the Sprint Representative advises you that he/she authenticated the caller, you do not need to re- authenticate the caller.

    • C. 

      No. When you receive any transferred call you do not need to re- authenticate the caller; the bypass option should be selected.

  • 2. 
    If the Passcode matches the last 4 digits of the SSN or tax ID what can I do for the customer?
    • A. 

      Authenticate the caller using the Legacy Authorized Contact Policy

    • B. 

      The caller is authorized to discuss account, process payment and make changes to account.

    • C. 

      The customer is authenticated so he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.

  • 3. 
    If the Account does not have a PIN, Security Q&A, or a Passcode, what statement is not applicable to the customer?
    • A. 

      Authenticate the caller using the Legacy Authorized Contact Policy

    • B. 

      Once customer is authenticated he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.

    • C. 

      Once the Customer is Authenticated, the caller is authorized to discuss account, process payment, and make changes to account.

    • D. 

      Once the Customer is Authenticated, customer cannot set up the PIN, Security Q&A and Additional Security Notification Method, Change Billing Address, obtain a copy of an invoice electronically (via fax or email) or discuss Call Detail Records

  • 4. 
    How can the customer set up a PIN, Security Q&A, obtain a copy of the bill electronically, or change the billing address if there is no PIN, Security Q&A or Passcode on the account? Pick 2 answers.
    • A. 

      Authenticate the caller using the Legacy Authorized Contact Policy

    • B. 

      The customer can go to a retail store and provide a photo ID in order to have the PIN reset or changed.

    • C. 

      Customer can go online and set up a PIN and Security Q&A

    • D. 

      Customer can go thru the IVR and set up a PIN and Security Q&A

  • 5. 
    If the customer has a passcode and the passcode does NOT match the last 4 digits of the Social Security Number or Tax ID, what can I do for the customer?
    • A. 

      Once the Customer is Authenticated, the caller is authorized to discuss account, process payment, and make changes to account only.

    • B. 

      The customer is authenticated so he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account.

    • C. 

      Once the Customer is Authenticated, customer cannot set up the PIN, Security Q&A and Additional Security Notification Method, Change Billing Address, obtain a copy of an invoice electronically (via fax or email) or discuss Call Detail Records

  • 6. 
    If the customer does not know the PIN but knows the Security Q&A is the customer authenticated?
    • A. 

      Yes. Knowing the Security Q&A is just as good as knowing the PIN.

    • B. 

      No. Security Q&A can't be used in lieu of the PIN.

  • 7. 
    How do we send the security Notification if customer does not know PIN or Security Q&A?
    • A. 

      Create a follow up

    • B. 

      Select the Send Security Info button on the Security Authentication window.

    • C. 

      Notify Supervisor to send security Notification

  • 8. 
    Can I access the Security Authentication window after I have By-passed the Security Authentication window?
    • A. 

      No. Once you by-passed the PIN, you will have to exit out of CSM and go back in to get to the Security Authentication window.

    • B. 

      Yes. Once you by-passed the PIN, you can get to the Security Authentication window.

    • C. 

      No. Once you by-passed the PIN, you will have to exit out of the account and go back in to get to the Security Authentication window.

  • 9. 
    How long does it take for the customer to receive the PIN via the chosen Additional Security Notification Method?
    • A. 

      For SMS or email the customer should receive the notification within 30 to 90 minutes; if thru a letter, the customer will receive it via regular mail within 7 to 10 days.

    • B. 

      For SMS or email the customer should receive the notification within 30 to 90 minutes; if thru a letter, the customer will receive it via regular mail within 3 to 5 days.

    • C. 

      For SMS or email the customer should receive the notification within 60 to 90 minutes; if thru a letter, the customer will receive it via regular mail within 7 to 10 days.

  • 10. 
    Is the Security Answer case sensitive?
    • A. 

      Yes and the spelling of the answer must match exactly.

    • B. 

      No. However, the spelling of the answer must match exactly.

    • C. 

      No. Security answer is not sensitive to anything.

  • 11. 
    When bypassing the PIN, always choose the 'Attempting Level 3 authentication' as the Bypass Reason.
    • A. 

      TRUE

    • B. 

      FALSE

  • 12. 
    If you are unable to authenticate a caller you can still perform ONLY the following activities:
    • A. 

      Credit Card Payment, Provide Lockbox addresses , Provide Payment options

    • B. 

      Check Payment, Provide Lockbox addresses , Provide Payment options

    • C. 

      Credit Card & Check Payments, Provide Lockbox addresses , Provide Payment options

  • 13. 
    For accounts with no PIN, no Passcode, or no Security Q&A, caller must verify 3 out of the following 6 Legacy items in order to be authenticated. Identify which combo is invalid.
    • A. 

      BAN / PTN / Billing Name

    • B. 

      Amount of last payment / BAN / # of active units

    • C. 

      Balance due on the last invoice / Amount of last payment / BAN

    • D. 

      Billing Name / BAN / SSN

  • 14. 
    If customer is authenticated via Legacy method, customer can Set up the PIN, Security Q&A and Additional Security Notification Method
    • A. 

      TRUE

    • B. 

      FALSE

  • 15. 
    If customer is authenticated via Legacy method, agent can provide a copy of an invoice electronically (via fax or email)
    • A. 

      TRUE

    • B. 

      FALSE

  • 16. 
    If account has a PIN and Security Q&A but the caller cannot provide PIN or answer Security Question, agent cannot offer to send the PIN to the customer via the Additional Security Notification Method
    • A. 

      TRUE

    • B. 

      FALSE

  • 17. 
    Once the PIN is set up, Ensemble will automatically delete the Passcode
    • A. 

      TRUE

    • B. 

      FALSE

  • 18. 
    The Security Question can be selected from one of the following, except: 
    • A. 

      First Elementary School?

    • B. 

      Favorite pet's name?

    • C. 

      Street you grew up on?

    • D. 

      First employer?

    • E. 

      Make or model of first car?

  • 19. 
    If the authenticated caller wants to add or change the Additional Security Notification Method, select one of the following except:
    • A. 

      E-mail

    • B. 

      SMS

    • C. 

      Fax

  • 20. 
    When you receive a call cold transferred, even if the customer claims that he/she already provided the PIN and or Security Q&A, you must re-authenticate the caller.
    • A. 

      TRUE

    • B. 

      FALSE