Maricopa Community Colleges  CSI166   20014-20084 
Official Course Description: MCCCD Approval: 02/26/08
CSI166 20014-20084 LEC 2 Credit(s) 2 Period(s)
Bankcard Industry Fraud
Policies and procedures for handling bankcard fraud situations. Covers types and warning signs of possible fraud. Also includes effective communication skills, quality service techniques and problem solving.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI166   20014-20084 Bankcard Industry Fraud
1. Identify types of bankcard fraud. (I)
2. Identify protected cardmember information. (I)
3. Explain factors used in screening for fraud. (I)
4. Explain the importance of call verification. (I)
5. Identify warning signs of account fraud. (I)
6. Demonstrate procedures for processing a lost/stolen report. (I)
7. Review policies regarding fraud. (I)
8. Demonstrate effective communications skills. (II)
9. Analyze techniques used to provide quality service. (III)
10. Explain the role of ownership and integrity in quality service. (III)
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MCCCD Official Course Outline:
 
CSI166   20014-20084 Bankcard Industry Fraud
    I. Fraud
        A. Definition
        B. Types
          1. Lost
          2. Stolen
          3. Not Received
          4. Fraud Application
          5. Counterfeit
          6. Other or Visa Takeover
          7. Mail/Telephone
          8. MasterCard Takeover
        C. Protected Cardmember Information
          1. Account Number
          2. Account Name
          3. Expiration Date
          4. Address
          5. Any Information to Third Party
          6. Call Verification Information
        D. Screening Factors
          1. Account Memos
          2. Account Status and Activity
          3. Intuition
        E. Call Verification
          1. Use
          2. Importance
        F. Warning Signs
          1. $1 Authorizations
          2. Address Change
          3. PIN Requests
          4. Card Requests
          5. Account Reinstatement
          6. Second Name Addition
          7. Frequent, Small Transactions
          8. Recently Mailed Cards
          9. Charge Orientation
          10. High Risk Codes
          11. Numerous Charges on Dormant Account
          12. Returned Mail or Returned Card Status
          13. Large Payments on Low Balance Accounts
          14. Over the Limit Status
          15. Numerous Returned Checks
          16. Lost Card
          17. Numerous Address/Phone Changes
      II. Communication Skills
          A. Process
            1. Listen
            2. Reflect
            3. Respond
          B. Listening Techniques
            1. Be Silent
            2. Pay Attention
            3. Use Encouraging Statements
          C. Reflecting Techniques
            1. Empathy
            2. Selective Agreement
            3. Paraphrasing
          D. Probing Techniques
            1. Open
            2. Closed
          E. Apologies
        III. Quality Performance
            A. Definition
            B. Techniques
              1. Listening
              2. Empathy
              3. Proactive
            C. Professionalism
              1. Ownership
              2. Integrity
            D. Areas
              1. Customer Satisfaction
              2. Productivity
              3. Job Knowledge/Skills
              4. Teamwork
              5. Dependability/Attendance
              6. Flexibility/Adaptability
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