Maricopa Community Colleges  CSI121   20014-20084 
Official Course Description: MCCCD Approval: 02/26/08
CSI121 20014-20084 LEC 2 Credit(s) 2 Period(s)
Cardmember Services and Procedures
Procedures for providing bankcard industry customer service. Covers industry computer applications, account modification procedures, third party agreement and premium enrollment procedures, and processes for customer referral to specialty departments. Also includes form completion, risk management, fee justification, and dispute resolution policies.
Prerequisites: CSI120.
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MCCCD Official Course Competencies:
 
CSI121   20014-20084 Cardmember Services and Procedures
1. Operate basic computer hardware and software necessary to provide bankcard industry customer services. (I)
2. Demonstrate account opening, closure and change, card replacement, and solicitation exclusion procedures. (II)
3. Explain third party partnership agreements and value added premium services. (III)
4. Describe proactive customer service principles in accordance with company standards. (IV)
5. Identify and categorize customer inquiries. (V)
6. Predict appropriate service department referral of individual customer inquiries. (V)
7. Explain risk management and bankcard activation interruption services. (VI)
8. Demonstrate dispute resolution procedures and techniques. (VII)
9. Explain fee types and justify their application to customer accounts. (VIII)
10. Demonstrate proper form completion procedures. (IX)
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MCCCD Official Course Outline:
 
CSI121   20014-20084 Cardmember Services and Procedures
    I. Work Terminal Processes Overview
        A. Hardware
          1. Description
          2. Usage
        B. Software
          1. Description
          2. Usage
      II. Account Modification Processes
          A. Opening and Closure
          B. Basic Modifications
            1. Adding Authorized Users
            2. Card Replacement
            3. Solicitation Exclusions
        III. Third Party Partnership and Premium Procedures
            A. Identification
            B. Customer Enrollment
          IV. Proactive Customer Service Provisions
              A. Definition and Identification
              B. Customer Service Standards
              C. Self-Monitoring Procedures
            V. Customer Need Identification and Referral
                A. Need Determination
                B. Customer Support Division Referral Procedures
                C. Risk Management Department Referral Procedures
                D. Journal Review Queue
              VI. Risk Management
                  A. Float Pay Procedures
                  B. Transaction Risk Management System (TRIMS) Processes
                VII. Dispute Resolution Procedures
                    A. Dispute Typology
                    B. Resolution Procedures
                    C. Need Determination
                    D. Listening Strategies
                  VIII. Account Fees
                      A. Fee Typology
                      B. Fee Levy Justification
                      C. Customer Articulation Procedures
                    IX. Forms
                        A. Types
                        B. Cardmember Inquiry Data Worksheet
                        C. Submission Procedures
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