Maricopa Community Colleges  CSI130   20014-20062 
Official Course Description: MCCCD Approval: 05/22/01
CSI130 20014-20062 LEC 3 Credit(s) 3 Period(s)
Cardmember Assistance
Overview of credit cardmember assistance. Policies and procedures emphasized. Communication tools and cardmember assistance telephone calls covered. Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI130   20014-20062 Cardmember Assistance
1. Summarize cardmember assistance policies and procedures. (I)
2. Identify steps to follow when calling a cardmember. (II)
3. Summarize procedures for preparing to call a cardmember. (II)
4. Explain how to build trust when calling a cardmember. (II)
5. Summarize a cardmember's situation. (III)
6. Identify and describe special situations. (IV)
7. Define types of disputes. (IV)
8. Explain procedures for handling various cardmember situations. (III, IV)
9. Determine solutions to various cardmember situations. (III, IV)
10. List and describe communication tools. (V)
11. Use communication tools. (V)
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MCCCD Official Course Outline:
 
CSI130   20014-99999 Cardmember Assistance
    I. Policies and Procedures
        A. Overview
        B. Compliance Policy Directive
        C. Code of Conduct
        D. Identification
        E. Demand Statements
        F. Hours of Calling
        G. Call Frequency
        H. No Contact Requests
        I. Post Dated Checks
        J. Disputed Accounts
        K. Attorney Represented Cardmembers
        L. Communications with Spouse
        M. Communications with Third Party
        N. Communications with Cardmember's Employer
        O. Bankrupt Accounts
        P. Prohibited Threats
        Q. Special Handling/Disabled Cardmembers
        R. Letters and Forms
        S. Messaging
      II. Cardmember Assistance Calls
          A. Overview
          B. Steps of Calls
          C. Preparing for Call
          D. Building Trust
            1. Confidence
            2. Credibility
            3. Consistency
            4. Common Ground
        III. Cardmember Situations
            A. Overview
            B. Types
            C. Procedures
          IV. Special Situations
              A. Overview
              B. Bankruptcy
              C. Consumer Credit Counseling Agencies
              D. Deceased
                1. Individual Accounts
                2. Joint Accounts
              E. Divorce/Separation
              F. Adjustments
              G. Disputes
                1. Full Balance
                2. Partial Balance
                3. Account Ownership
              H. Fraud
              I. Missing Payment
              J. Reages
              K. Revoking Accounts
            V. Communication Tools
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