Certified Finance Specialist Cfs Training

97 Questions | Total Attempts: 641

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Certified Finance Specialist Cfs Training

Answer questions based on all the modules covered in the CFS training.


Questions and Answers
  • 1. 
    An individual or a company who receives the bill and is responsible for all charges incurred by the subscribers.
    • A. 

      Subscriber

    • B. 

      Account administrator

    • C. 

      Customer

    • D. 

      Account owner

  • 2. 
    Is a 9-digit unique number that is automatically assigned when the account is first created.
    • A. 

      PTN

    • B. 

      BAN

    • C. 

      UFMI

    • D. 

      SSN

  • 3. 
    A check that is returned to Sprint as non-collectable funds.
    • A. 

      BCK

    • B. 

      DCK

    • C. 

      Refund

  • 4. 
    It occurs when a customer calls to complain about a charge. It is a request to investigate and resolve a charge that the customer feels is unjustified.
    • A. 

      DCK

    • B. 

      Follow up

    • C. 

      Dispute

    • D. 

      Memo

  • 5. 
    Special characteristics of a service that Sprint offers to customers—for example, call waiting, caller ID, voice mail, text messaging, and call detail.
    • A. 

      Service

    • B. 

      SOC

    • C. 

      Feature

    • D. 

      PricePlan

  • 6. 
    This is usually labeled as a “friendly reminder”.
    • A. 

      Memo

    • B. 

      SMS

    • C. 

      Follow up

    • D. 

      Late notice letter

  • 7. 
    The telephone number of the subscriber unit.
    • A. 

      UFMI

    • B. 

      SSN

    • C. 

      PTN

    • D. 

      BAN

  • 8. 
    All services are temporarily disconnected. 
    • A. 

      Cancelled

    • B. 

      Closed

    • C. 

      Hotlined

    • D. 

      Suspended

  • 9. 
    It is a bundle of one or more features that can be sold to customers.
    • A. 

      PricePlan

    • B. 

      Contract

    • C. 

      Service

    • D. 

      SOC

  • 10. 
    Services are disconnected without possibility of reconnection.
    • A. 

      Suspended

    • B. 

      Cancelled

    • C. 

      Closed

    • D. 

      Blocked

  • 11. 
    Thank you for calling Sprint Customer Finance Services.
    • A. 

      Identify caller

    • B. 

      Closing

    • C. 

      Greeting

    • D. 

      Identify account

  • 12. 
    "May I have the PIN or the answer to the Security Question on the account?"
    • A. 

      Confirm account information

    • B. 

      Identify Account

    • C. 

      Review Account

    • D. 

      Authenticate the Caller

  • 13. 
    Mr./Mrs. Customer, we're showing a total balance due of $xx. Mr./Mrs. Customer, may I assist you with making this payment over the phone today?
    • A. 

      Offer Assistance

    • B. 

      Problem Resolution

    • C. 

      Review Account

    • D. 

      Authenticate Your Caller's Identity

  • 14. 
    "May I have the wireless number you are calling about please?"
    • A. 

      Review Account

    • B. 

      Confirm Account Information

    • C. 

      Identify Account

    • D. 

      Identify Caller

  • 15. 
    Fix it or find someone who can.
    • A. 

      Offer Assistance

    • B. 

      Identify Account

    • C. 

      Problem Resolution

    • D. 

      Review Account

  • 16. 
    If customer can't provide PIN, apologize for the inconvenience then end the call.
    • A. 

      True

    • B. 

      False

  • 17. 
    Account MUST ALWAYS be reauthenticated for ALL warm transfers.
    • A. 

      True

    • B. 

      False

  • 18. 
    If customer's issue cannot be handled by Collections, help the customer by providing the telephone number of the department he/she should call, then end the call.
    • A. 

      True

    • B. 

      False

  • 19. 
    During closing, if customer has an additional issue, help by transferring to another agent.
    • A. 

      True

    • B. 

      False

  • 20. 
    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.

  • 21. 
    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

  • 22. 
    If the customer has a passcode and the passcode does NOT match the last 4 digits of the SSN 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

  • 23. 
    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

  • 24. 
    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.

  • 25. 
    When bypassing the PIN, always choose the 'Attempting Level 3 authentication' as the Bypass Reason.
    • A. 

      True

    • B. 

      False

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