Maricopa Community Colleges  CSI191   20014-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSI191 20014-20086 LEC 2 Credit(s) 2 Period(s)
Chargeback Service Methods
Bankcard industry chargeback customer service policies and procedures. Covers chargeback and reinstatement procedures, customer notification procedures, fraud identification and referral, and customization of written customer notification procedures. Also includes account organization information.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI191   20014-20086 Chargeback Service Methods
1. Identify information needed to perform chargeback procedures. (I)
2. Describe reinstatement procedures. (II)
3. Explain procedures for referring account items to a bankcard industry fraud department. (III)
4. Identify common types of fraud. (IV)
5. Use computer account selection and workflow processing software. (V)
6. Produce customized written notification instruments. (VI)
7. Summarize customer chargeback process notification procedures. (VII)
8. State the benefits of organizing account information by means of workflow. (VIII)
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MCCCD Official Course Outline:
 
CSI191   20014-20086 Chargeback Service Methods
    I. Chargeback Information
        A. Identification
        B. Location
      II. Reinstatement Procedures
          A. Requirements
          B. Procedures
        III. Fraud Referral
            A. Account Notation Requirements
            B. Customer Notification Requirements
            C. Procedures
          IV. Fraud Identification
              A. Types
              B. Procedures
            V. Chargeback Software
                A. Terms
                B. Navigation
                C. Screens
              VI. Written Notification Instruments
                  A. Form Letters
                  B. Customization
                  C. Delivery Procedures
                  D. Cancellation Procedures
                VII. Customer Notification Procedures
                    A. Requirements
                    B. Processes
                  VIII. Workflow Organization
                      A. Justification
                      B. Benefits
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