Certified Finance Specialist Cfs Training

97 Questions | Total Attempts: 326

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Certified Finance Specialist Cfs Training

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


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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

  • 26. 
    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

  • 27. 
    If customer is authenticated via Legacy method, agent can provide a copy of an invoice electronically (via fax or email)
    • A. 

      True

    • B. 

      False

  • 28. 
    Once the PIN is set up, Ensemble will automatically delete the Passcode
    • A. 

      True

    • B. 

      False

  • 29. 
    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

  • 30. 
    It advises customers that if they fo not pay the past due balance, account will be suspended.
    • A. 

      Avoid account cancellation

    • B. 

      Collection agency alert

    • C. 

      Disconnection imminent

    • D. 

      First text message

  • 31. 
    All services on the BAN are disconnected due to customer request or at Sprint's request.
    • A. 

      Cancelled

    • B. 

      Closed

    • C. 

      Hotlined

    • D. 

      Suspended

  • 32. 
    Informs customer spending limit is approaching.
    • A. 

      Friendly reminder

    • B. 

      Late notice

    • C. 

      First text message

    • D. 

      Write off

  • 33. 
    First restriction on phone due to exceeding spending limit.
    • A. 

      ASL Suspension

    • B. 

      Hotline

    • C. 

      Suspension

    • D. 

      ASL Hotline

  • 34. 
    "S" activity code
    • A. 

      Solution

    • B. 

      Subscription

    • C. 

      Suspension

  • 35. 
    "W" activity coded
    • A. 

      Warning

    • B. 

      Withheld

    • C. 

      Writeoff

  • 36. 
    One of the reasons why services on an SL account can be restricted:
    • A. 

      Cancelled

    • B. 

      Long distance charges

    • C. 

      Past due

  • 37. 
    One of the reasons why services on an SL account can be restricted:
    • A. 

      Cancelled

    • B. 

      Long distance charges

    • C. 

      Past due

  • 38. 
    Another reason why an SL account can be restricted
    • A. 

      Cancelled

    • B. 

      Exceeds spending limit

    • C. 

      Long distance charges

  • 39. 
    Activity code "L"
    • A. 

      Late fee

    • B. 

      Late Notice

    • C. 

      Lost

  • 40. 
    Customer will get this when account is nearing ASL suspension
    • A. 

      First text message

    • B. 

      Friendly reminder

    • C. 

      Late notice

    • D. 

      Second text message

  • 41. 
    Used to access product, device, and plan information. Sprint.com can be accessed by any computer connected to the internet.
    • A. 

      Sprint.com

    • B. 

      KMS

    • C. 

      WiPOD

  • 42. 
    Roadside Rescue
    • A. 

      $4.00 per month per year of service.

    • B. 

      $4.00 per month per line of service.

    • C. 

      $4.00 per month for all line of service.

    • D. 

      $40.00 per month per line of service.

  • 43. 
    $40.00 per month per line of service.
    • A. 

      IDEN

    • B. 

      CDMA

    • C. 

      CMDA

    • D. 

      UFMI

  • 44. 
    Roaming is currently only available on the CDMA network platform.
    • A. 

      True

    • B. 

      False

  • 45. 
    International Roaming occurs only when customers travel internationally and use their phones in a foreign location.
    • A. 

      True

    • B. 

      False

  • 46. 
    Casual data charges
    • A. 

      $0.3 per kilobyte.

    • B. 

      $0.03 per minute

    • C. 

      $0.03 per kilobyte.

  • 47. 
    A flat, monthly fee charged to each customer for the selected service plan.
    • A. 

      Monthly recurring charge

    • B. 

      Overage charge

    • C. 

      Sprint Service charge

  • 48. 
    Which plan is not being offered by Sprint?
    • A. 

      Individual plans

    • B. 

      Family (shared-minute) plans

    • C. 

      Nextel Direct Connect

    • D. 

      Government plans

    • E. 

      Business plans

  • 49. 
    These products and services—sometimes called add-ons or buy ups—are usually dependant upon a combination of network and _________.
    • A. 

      Device capabilities

    • B. 

      Price

    • C. 

      Plan

    • D. 

      Location

    • E. 

      Credit

  • 50. 
    It's a bundled protection plan that provides protection against theft or loss and service repair for Sprint and Nextel phones, smart devices, and connection cards. 
    • A. 

      Equipment Service & Repair Protection

    • B. 

      Equipment Replacement Protection

    • C. 

      Total Equipment Protection

  • 51. 
    It is imposed directly on customers, which Sprint collects on the government's behalf.
    • A. 

      Additional Sprint Charges

    • B. 

      Surcharges

    • C. 

      Overages

    • D. 

      Government Fees & Taxes

  • 52. 
    The Bill History Report allows you to view the customer's history of each bill for the last ____ .
    • A. 

      12 to 24 months

    • B. 

      6 to 12 months

    • C. 

      3 to 12 months

  • 53. 
    Customers receive their invoices in the mail within _____.
    • A. 

      3-5 business days

    • B. 

      4-6 business days

    • C. 

      2-3 business days

  • 54. 
    Overages are found on what section of the bill?
    • A. 

      Details

    • B. 

      Charges

    • C. 

      Summary

  • 55. 
    A  $25 fee is charged for reconnection from any type of suspension.
    • A. 

      True

    • B. 

      False

  • 56. 
    The DCK fee assessed varies based on the following two items:
    • A. 

      Individual state in which the bill is received & reason for payment

    • B. 

      Individual state in which the payment is received & reason for payment

    • C. 

      Individual state in which the bill is received & reason for payment was returned.

    • D. 

      Individual state in which the bill is received & reason for pending payment

  • 57. 
    The word "Welcome" will tell you this is a first bill.  Normally in a non-firtst bill scenario the message will say "Hello" instead.
    • A. 

      True

    • B. 

      False

  • 58. 
    How do you get to the Payment History section from the BAN screen?
    • A. 

      Click Bill menu, select Payments

    • B. 

      Click Queries menu, select Payments.

    • C. 

      Click the Pay Input icon at the Activity toolbar

  • 59. 
    • A. 

      $613.96

    • B. 

      $119.14

    • C. 

      $494.82

    • D. 

      None of the above

  • 60. 
    How much payment posted on the account - 1/30/06?
    • A. 

      $4718.98

    • B. 

      $0.00

    • C. 

      $2740.00

    • D. 

      None of the above

  • 61. 
    How much should the customer pay to recover returned item?
    • A. 

      $4718.98

    • B. 

      -$4718.98

    • C. 

      $4718.98 + DCK fee

    • D. 

      -$4718.98 + DCK fee

  • 62. 
    How much actual payment has been posted to this account? 
    • A. 

      $5323.04

    • B. 

      $7982.34

    • C. 

      $3028.65

  • 63. 
    What is the actual amount that posted to the BAN?
    • A. 

      $51.67

    • B. 

      $213.28

    • C. 

      $264.95

    • D. 

      $161.61

  • 64. 
    Will this account be charged with a penalty? 
    • A. 

      Yes

    • B. 

      No

  • 65. 
    The IMB payment notification will not restore the account from suspension or remove the hotline on accounts assigned to an OCA.
    • A. 

      True

    • B. 

      False

  • 66. 
    For mailed-in payments, what kind of activity occurred if system text states: "Notification added to the account due to payment notification arrival. Any ASL and/or Collection activities are waived for 5 days."
    • A. 

      An account is not ASL or delinquent

    • B. 

      An account is restored from suspension

    • C. 

      A Hotline was removed

    • D. 

      An ASL account is waived

  • 67. 
    What is NOT true for a Blocked Account?
    • A. 

      An account is blocked when the BAN has had two or more returned items.

    • B. 

      If an account is blocked, the account cannot be given any adjustment until block is lifted.

    • C. 

      If an account is blocked, the customer will not be able to make a payment using the Pay by Phone IVR

    • D. 

      A call from a blocked account is transferred to the collections queue.

  • 68. 
    What are the 2 main actions in taking a checking or savings account payments over the phone?
    • A. 

      Verify enrollment & Process payment

    • B. 

      Enroll account & Process payment

    • C. 

      Verify payment & process enrollment

  • 69. 
    Recurring Direct Debit (RDD): Allows Sprint to automatically charge the balance in full to a debit card on a recurring monthly basis.
    • A. 

      True

    • B. 

      False

  • 70. 
    Payments made via moneygram will be posted in Ensemble within _____ after payment is made.
    • A. 

      5 to 10 minutes

    • B. 

      24 to 72 hours

    • C. 

      2 to 4 hours

    • D. 

      3 to 5 days

  • 71. 
    How many digits is the moneygram reference #?
    • A. 

      8 digits

    • B. 

      5 digits

    • C. 

      16 digits

    • D. 

      10 digits

  • 72. 
    APS payment posting timeframe
    • A. 

      24 hours

    • B. 

      36 hours

    • C. 

      48 hours

  • 73. 
    It is used to identify the account that the payment should post to and it has no cash value.
    • A. 

      Pre-Cash

    • B. 

      APC

    • C. 

      APS

    • D. 

      Moneygram

  • 74. 
    Sprint Online payment posting timeframe
    • A. 

      2 hours

    • B. 

      48 hours

    • C. 

      4 hours

    • D. 

      36 hours

  • 75. 
    APC payment is for free and it accepts payment made by check, credit card, debit card and cash.
    • A. 

      True

    • B. 

      False

  • 76. 
    Posting timeframe for overnight mail is
    • A. 

      5 to 6 business days

    • B. 

      2 to 3 business days

    • C. 

      10 to 14 days

    • D. 

      2 to 3 calendar days

  • 77. 
    You can use the pre-cash card in any sprint retail store.
    • A. 

      True

    • B. 

      False

  • 78. 
    What is the best Collection strategy for this scenario?Customer cannot make any payment.  
    • A. 

      Set PA: PA1 = $80 dollars in 7 days, PA2 = $69.74 in 12 days

    • B. 

      Set PA: PA1 = $80 dollars in 8 days, PA2 = $69.74 in 12 days

    • C. 

      Set PA: PA1 = $80 dollars in 7 days, PA2 = $69.74 in 12 days and setup Temp Inc in SL $40

    • D. 

      Set PA: PA1 = $80 dollars in 8 days, PA2 = $69.74 in 12 days and setup Temp Inc in SL $40

  • 79. 
    Customer will be making 3 installments from 6/1 and 6/12. How much will be computed for the Payment Arrangement?
    • A. 

      $200.58

    • B. 

      $502.63

    • C. 

      $302.05

  • 80. 
    What is the absolute minimum payment customer should make today if customer will be given a Payment Arrangement and Temporary Increase in SL?
    • A. 

      $169.82

    • B. 

      $40.00

    • C. 

      $44.82

  • 81. 
    Is this customer eligible for a PA? if yes, how much? if not, why?
    • A. 

      No PA because customer cannot be fully authenticated since account has no PIN, only Passcode

    • B. 

      No PA since debt age is less than 60 days

    • C. 

      Yes - $80.33

    • D. 

      Yes - $160.72

  • 82. 
    If a customer's account does not fit into the PA & Temporary Increase in SL guidelines, you may consider offering them a 2-Day Extension to get their services back on.  Create a dispute with code:
    • A. 

      SLEXCE

    • B. 

      SLXVH

    • C. 

      SLXCE

    • D. 

      SLEXVH

  • 83. 
    The following are reasons why account cannot be given a PA, except:
    • A. 

      Account is open less than 90 days.

    • B. 

      Account WO Risk is VH, H or Empty

    • C. 

      Account has a DCK (Dishonored Check/Chargeback) in the past

    • D. 

      Account debt age is greater than 60 days.

    • E. 

      Hold Auto is already checked, escalate these to a supervisor.

  • 84. 
    If account is suspended and you want to manually restore the account you must do the following in the right sequence:
    • A. 

      Setup PA / remove hotline / restore the BAN

    • B. 

      Setup PA / restore the BAN / remove hotline

    • C. 

      Restore the BAN / remove hotline / setup PA

    • D. 

      Remove hotline / restore the BAN / setup PA

  • 85. 
    When setting up a Payment Arrangement, customers must always follow the amount dictated by the system- after pressing the Calculate button.
    • A. 

      True

    • B. 

      False

  • 86. 
    You can cancel and re-create a PA once a customer misses atleast 1 installment on the current arrangement.
    • A. 

      True

    • B. 

      False

  • 87. 
    If your customer calls after the installment is due, the PA will already be cancelled and labeled as failed. The customer is not eligible for a new PA until _____.
    • A. 

      The next 6 months

    • B. 

      Next month

    • C. 

      Next billing cycle

    • D. 

      End of the billing cycle

  • 88. 
    If customer has 2 installments for a Payment Arrangement but decided to make full payment on the first installment, do you need to cancel the remaining PA? yes/no - why?
    • A. 

      Yes - so that customer's account will not be restricted if she does not make anymore payment for the 2nd installment

    • B. 

      No - since required amount has already been settled on the 1st payment, 2nd installment is automatically completed

  • 89. 
    The temporary increase in the Spending Limit is ____ per BAN.
    • A. 

      Minimum $40

    • B. 

      Maximum $40

    • C. 

      $40

    • D. 

      $100

  • 90. 
    When granting a temporary increase in SL, always inform the customer that they must pay ____ within 7 days otherwise account will be restricted.
    • A. 

      The total balance due

    • B. 

      Atleast $40

    • C. 

      $40 + any amount that will keep you below the SL

    • D. 

      $40 maximum

  • 91. 
    For ____ phones, once the hotline has been removed, advise the customer to power down his/her phone and then power it back on again. Inform the customer that service should be restored ___ 30 minutes.
    • A. 

      Cdma / within

    • B. 

      Iden / after

    • C. 

      Cdma / after

    • D. 

      Iden / within

  • 92. 
    When manually restoring an account from suspension due to non-payment, select ___ code to charge the reconnection fee.
    • A. 

      PYMT

    • B. 

      TN

    • C. 

      TM

    • D. 

      PYNT

  • 93. 
    Memo code used when granting a 2-day extension.
    • A. 

      SLEXVH

    • B. 

      CO26

    • C. 

      SLEXCE

    • D. 

      CO27

  • 94. 
    What SOC will be displayed if account is restricted for excessive or high usage?
    • A. 

      ECHOTLINE

    • B. 

      HIGHTOLL

    • C. 

      HOTLINE

  • 95. 
    What is the current status of this account?
    • A. 

      Account is suspended for non-payment

    • B. 

      Account is suspended due to fraud

    • C. 

      Account is suspended due to excessive usage

    • D. 

      Account is suspended due to exceeding the spending limit

  • 96. 
    What is the best option you can offer to the customer to restore this account if customer can only make a minimal payment during the call?
    • A. 

      Give the customer a 2-day extension for the full balance

    • B. 

      Give the customer a temporary increase in SL

    • C. 

      Setup a PA for the Past Due

    • D. 

      Setup a PA for the Past Due, and settle any amount exceeding SL via payment and/or temp increase in SL.

  • 97. 
    What is the best option you can offer to the customer to restore the account if customer is willilng to pay the next day?
    • A. 

      Setup a Payment Arrangement for the past due

    • B. 

      Grant a Temporary Increase in SL for the amount in excess

    • C. 

      Grant a 7-day extension for the amount in excess plus any amount that will take them below SL

    • D. 

      Grant a 2-day extension for the amount in excess plus any amount that will take them below SL