Maricopa Community Colleges  CSI147   20022-20052 
Official Course Description: MCCCD Approval: 11/27/01
CSI147 20022-20052 L+L 3 Credit(s) 5 Period(s)
Credit Card Retention Lab
Practice of credit card customer retention processes. Covers applications, statements, fees, cash access, balance transfer and finance charges. Handling outbound sales and retention calls included. Use of computer system and automated phone system emphasized. Prerequisites: CSI146.
Go to Competencies    Go to Outline
 
MCCCD Official Course Competencies:
 
CSI147   20022-20052 Credit Card Retention Lab
1. Sign in and sign out of a computer. (I)
2. Use a computer to assist cardmembers. (I)
3. Calculate and adjust finance charges. (II)
4. Use an automated phone system. (III)
5. Complete and send an application. (IV)
6. Practice procedures for handling statements. (V)
7. Complete a balance transfer. (VI)
8. Process Personal Identification Number (PIN) requests. (VII)
9. Compute fees. (VII)
10. Demonstrate ability to close an outbound sale. (VIII)
11. Practice customer service skills. (I-VIII)
Go to Description    Go to top of Competencies
 
MCCCD Official Course Outline:
 
CSI147   20022-20052 Credit Card Retention Lab
    I. Computer Systems
        A. Basics
        B. Sign In/Sign Out
        C. Operation
        D. Use
      II. Finance Charges
          A. Rates
          B. Calculations
          C. Adjustments
          D. Deferment
        III. Automated Phone System
            A. Sign On/Sign Off
            B. Screens
            C. Toolbars
            D. Usage
          IV. Applications
              A. Completion Procedures
              B. Limit Increases
              C. Send Procedures
            V. Statements
                A. Sections
                B. Send Procedures
                C. Adjustment Procedures
              VI. Balance Transfer
                VII. Cash Access
                    A. Personal Identification Number (PIN) Requests
                    B. Fees
                    C. Check Orders
                  VIII. Outbound Sales
                      A. Opening Statements
                      B. Developing Rapport
                      C. Questions
                      D. Incentive Offers
                      E. Closing the Sale
                  Go to Description    Go to top of Competencies    Go to top of Outline