| 1.
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Explain use of the Fair Debt Collection Practices Act (FDCPA). (I)
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| 2.
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Define community property. (I)
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| 3.
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Demonstrate procedures for navigating in the First Data Resources
(FDR) system. (II)
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| 4.
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Identify and describe fields on the customer service screens. (II)
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| 5.
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Summarize procedures for updating cardmember information. (II)
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| 6.
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Review and add memos to cardmember accounts. (II)
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| 7.
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Determine action entries, promise dates, and work dates. (II)
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| 8.
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Summarize cardmember search procedures. (II)
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| 9.
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Explain reasons for delinquency. (III)
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| 10.
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Differentiate between event delinquency and consumption delinquency.
(III)
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| 11.
|
Differentiate between open-ended and closed questions. (III)
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| 12.
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List various sources of money. (III)
|
| 13.
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Demonstrate procedures for sending and deleting letters. (IV)
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| 14.
|
Describe procedures for handling bankruptcy issues. (IV)
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| 15.
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Describe the Payment Hold process. (IV)
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| 16.
|
Demonstrate procedures for manual account maintenance. (IV)
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| 17.
|
Describe the settlement process. (V)
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| 18.
|
Explain procedures for using adjustments in the collection process.
(V)
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| 19.
|
Demonstrate procedures for navigating and retrieving information using
the email and Intranet systems. (VI)
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