Maricopa Community Colleges  CSI133   20014-20084 
Official Course Description: MCCCD Approval: 02/26/08
CSI133 20014-20084 LEC 2 Credit(s) 2 Period(s)
Bankcard Industry Account Maintenance
Account maintenance procedures for the bankcard industry. Includes procedures for navigating in the First Data Resources (FDR) system. Also covers phone etiquette and effective call flow.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI133   20014-20084 Bankcard Industry Account Maintenance
1. Trace bankcard history. (I)
2. Explain customer expectations for the bankcard industry. (I)
3. Demonstrate procedures for navigating in the First Data Resources (FDR) system. (II)
4. Use various methods to access an account. (II)
5. Review and add memos to cardmember accounts. (II)
6. Differentiate between priority and permanent memos. (II)
7. Explain procedures for activating a cardmember's card. (II)
8. Read and interpret memos to an account. (II)
9. Demonstrate procedures for signing on and off the phone. (III)
10. Use appropriate cardmember verification techniques. (III)
11. Identify the elements of effective call flow. (III)
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MCCCD Official Course Outline:
 
CSI133   20014-20084 Bankcard Industry Account Maintenance
    I. Bankcard Industry
        A. History
        B. Organization
        C. Mission
        D. Values
          1. Quality
          2. Teamwork
          3. Satisfaction
          4. Integrity
          5. Future Growth
        E. Customer Expectations
          1. Friendly, Caring Service
          2. Flexibility
          3. Problem Resolution
          4. Recovery
        F. Action Card
          1. Definition
          2. Use
          3. Benefits
          4. Fees
        G. Revolving Credit
          1. Use
          2. Options
        H. Authorization Cycle
          1. Customer
          2. Merchant
          3. Merchant Master
      II. First Data Resources (FDR)
          A. Files
            1. Product Control
            2. Cardholder Master
            3. Merchant Master
          B. Functions
            1. Account Storage
            2. Embossing/Encoding
            3. Inserting/Mailing
            4. Authorization
          C. Operations
            1. Sign-On
            2. Training
            3. Collection System Access
            4. Status Codes
            5. Transactions
            6. Balance
            7. Log-Off
          D. Monetary vs. Non-Monetary
          E. Codes
            1. Internal Status
            2. External Status
            3. Status Reason
          F. Account Access
            1. Account Number
            2. Name
            3. Social Security Number
          G. Cardmember Service
            1. Information
            2. Verification
            3. Customer Inquiry System
          H. Memos
            1. Viewing
            2. Procedures
            3. Elements
            4. Priority vs. Permanent
          I. Balance and Status
            1. Use
            2. Procedures
            3. Codes
            4. Account Number Structure
        III. Phone Skills
            A. Procedures
              1. Sign-On
              2. Sign-Off
              3. Conference Calls
              4. Hold
              5. Transfer
            B. Buttons
            C. Work Codes
            D. Call Flow
              1. Opening
              2. Determining Nature of Call
              3. Call Verification
              4. Identify Solution/Respond to Inquiry
              5. Communicate Response
              6. End Call
              7. Follow Up
            E. Phone Etiquette
              1. Tone
              2. Humor
              3. Positive Phrases
              4. Take Time
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