Maricopa Community Colleges  CSI184   20014-20084 
Official Course Description: MCCCD Approval: 02/26/08
CSI184 20014-20084 L+L 3 Credit(s) 4 Period(s)
Commercial Bankcard Practices
Use of bankcard industry customer service systems to provide business bankcard customer services. Covers application processing, secured card retail relationship determination, fraud identification, overdraft protection and customer service provisions to business bankcard account holders. Also includes telephone etiquette practices.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI184   20014-20084 Commercial Bankcard Practices
1. Locate application status information. (I)
2. Demonstrate procedures for expediting the business bankcard application process. (I)
3. Explain application procedure processes to bankcard industry customers. (I)
4. Use computer software to access retail relationship information. (II)
5. Review retail relationship information in determining secured card bankcard application approval. (II)
6. Indicate the state jurisdiction of several secure card retail relationship verification systems. (II)
7. Identify application characteristics indicative of fraudulent attempts to secure credit. (III)
8. Use a database to compare applicant information to that of identified fraudulent credit users. (IV)
9. Explain benefits of overdraft protection to business bankcard applicants. (V)
10. Process overdraft protection requests for business bankcard customers. (V)
11. Describe customer service telephone etiquette policies. (VI)
12. Demonstrate prescribed telephone etiquette practices in the provision of customer services. (VII)
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MCCCD Official Course Outline:
 
CSI184   20014-20084 Commercial Bankcard Practices
    I. Application Processing
        A. Policies
        B. Procedure
          1. Status Information Location
          2. Expediting Application Status
          3. Explanation to Cardmembers
      II. Retail Relationship
          A. Definition
          B. Verification Systems
            1. Internal Maintenance System
            2. Strategic Banking System
            3. Electronic Data System
            4. Louisiana Relationships
        III. Fraud Awareness
            A. Terms
            B. Application Fraud Indicators
          IV. Fraud Database Usage
              A. Fraud Identification
              B. Internal Routing of Suspected Fraud Cases
                1. Workflow Routing
                2. Business Card Application Processing System (BAPS)
                3. Solicitation Application Management System (SAMS)
            V. Overdrafts
                A. Protection
                  1. Explanation of Benefits
                  2. Functionality of Overdraft Protection
                B. Processing
                  1. Key Considerations
                  2. Assignation to an Account
              VI. Phone Etiquette
                  A. Customer Perception
                  B. Model Standards
                    1. Transfer
                    2. Screening
                    3. Decline Explanations
                  C. Communicative Strategies
                    1. Active Listening
                    2. Verbal Savvy
                    3. Self Assessment
                VII. Customer Service Provision
                    A. On Phone Integration
                      1. Side-by-Side Supervision
                      2. Remote Supervision
                    B. Personal Goal Creation
                    C. Performance Self-Monitoring
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