Maricopa Community Colleges  CSI195   20014-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSI195 20014-20086 L+L 2 Credit(s) 3 Period(s)
Bankcard Chargeback Services
Procedures employed in performing bankcard industry chargeback customer service. Covers the creation of industry compliant individual performance goals, team membership logistics, and locating acquirer information. Also includes retrieval request and workflow oriented account organization benefits.
Prerequisites: None.
Go to Competencies    Go to Outline
 
MCCCD Official Course Competencies:
 
CSI195   20014-20086 Bankcard Chargeback Services
1. Demonstrate bankcard industry chargeback processing customer service. (I)
2. Practice documentation procedures. (I)
3. Locate acquirer information when processing chargebacks. (II)
4. Demonstrate retrieval request procedures. (III)
5. Demonstrate the benefits of organizing account information by means of workflow. (IV)
6. Summarize procedures for information alteration and entry. (IV)
7. Create individual performance standards which comply with general bankcard industry performance expectations. (V)
Go to Description    Go to top of Competencies
 
MCCCD Official Course Outline:
 
CSI195   20014-20086 Bankcard Chargeback Services
    I. Customer Service Provision
        A. Procedures
        B. Documentation
        C. Referral to Other Departments
      II. Acquirer Information
          A. Location
          B. Application
        III. Retrieval Requests
            A. Identification
            B. Processing
            C. Cancellation
            D. Reinstatement
          IV. Workflow Organization
              A. System Access
              B. Identification
              C. Information Alteration and Entry
            V. Performance Standards
                A. Identification
                  1. General Industry Standards
                  2. Company Specific Standards
                B. Personal Standards
                C. Standard Consideration
            Go to Description    Go to top of Competencies    Go to top of Outline