| 1.
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Summarize general bankcard industry procedures, products, services,
and organizational structures. (I)
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| 2.
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Identify times during the customer service process when cardmembers
are most receptive to the receipt of bankcard services and account
information. (II)
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| 3.
|
Demonstrate bankcard industry payment procedures, customer assistance
program eligibility categorization, and the handling of special
situations to holders of delinquent accounts. (III)
|
| 4.
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Define and identify potential sources of fraud. (IV)
|
| 5.
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Demonstrate handling procedures for newly identified and existing
fraud claim accounts. (IV)
|
| 6.
|
Use strategies to build collaborative consensus with cardmembers
holding delinquent accounts. (V)
|
| 7.
|
State advantages of resolving a delinquent account and provide payment
solutions for cardmembers. (V)
|
| 8.
|
Differentiate between the duties of a collections representative and
those of a cardmember service representative. (VI)
|
| 9.
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Demonstrate customer service procedures that adhere to the laws
governing the behavior of credit card issuers and their
representatives. (VII)
|
| 10.
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Demonstrate techniques for overcoming objections from holders of
delinquent accounts during the negotiation process. (VIII)
|
| 11.
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Use communication strategies to create a sense of urgency. (VIII)
|
| 12.
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Employ communicative closing strategies. (VIII)
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| 13.
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Explain the internal customer support system. (IX)
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| 14.
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State justifications for industry performance measure indicators. (IX)
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