| 1.
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Identify and describe various cardmember assistance tools. (I)
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| 2.
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Use a mainframe computer. (I)
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| 3.
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Practice using a cardmember assistance account system. (I)
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| 4.
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Summarize procedures for making a cardmember assistance phone call.
(II)
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| 5.
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Demonstrate components of building trust when assisting a cardmember.
(II)
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| 6.
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Explain cardmember identification. (II)
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| 7.
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Resolve cardmember disputes. (III)
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| 8.
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Assess a cardmember's situation. (II, III)
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| 9.
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Demonstrate ability to assist cardmembers on the telephone. (II, III)
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