Maricopa Community Colleges  CSR151   20026-20055 
Official Course Description: MCCCD Approval: 06/25/02
CSR151 20026-20055 L+L 2 Credit(s) 3 Period(s)
Vehicle Loan Industry Procedures
Vehicle loan industry customer service and processing procedures. Covers loan processing and documentation practices. Also includes collection processing exceptions, customer bankruptcy procedures, and software usage during customer service. Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSR151   20026-20055 Vehicle Loan Industry Procedures
1. Determine information verification procedures associated with various customer justifications for non-payment. (I)
2. Critique customer service activities of practicing account representatives. (II)
3. Determine collection practices that comply with the Fair Debt Collections Practices Act. (III)
4. Review accepted collection industry customer contact procedures. (IV)
5. Demonstrate procedures for providing customer service to account holders who have claimed bankruptcy. (V)
6. List major reasons, procedures, and legislative restrictions associated with vehicle repossession. (VI)
7. Explain the insurance industry's role in the vehicle loan industry. (VII)
8. Illustrate specific procedures for collecting on accounts held by active military personnel. (VIII)
9. Demonstrate collection industry services to holders of delinquent accounts. (IX)
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MCCCD Official Course Outline:
 
CSR151   20026-20055 Vehicle Loan Industry Procedures
    I. Verification of Non-Payment Justification
        A. Unemployment
        B. Divorce
        C. Unexpected Medical Expense
        D. Death
        E. Voluntary Repossession
        F. Third Party in Possession
      II. Representative Observation
          A. Notation Specifics
            1. Greetings
            2. Address/Phone Verification
            3. Reference to Collateral
          B. Report on Observation
        III. Collection Theory
            A. Fair Debt Collections Practices Act
            B. Contact Prohibitions
              1. Persons
              2. Times and Phone Numbers
              3. Information Sharing
              4. Information Accuracy
              5. Harassment
            C. Unfair Practices
          IV. Effective Collection Practices
              A. Call Procedures
              B. Customer Motivation
            V. Bankruptcy
                A. Types
                B. Credit Bureaus
              VI. Repossession
                  A. Reasons
                  B. Procedures
                  C. Legislative Restrictions
                  D. Types
                    1. Voluntary
                    2. Involuntary
                    3. Paper
                VII. Insurance
                    A. Guarantee of Title
                    B. Repairs and Liens
                      1. Uninsured Damages
                      2. Impounds
                      3. Total Loss or Stolen Vehicle
                    C. Insurance Checks
                    D. Third Party Claims
                  VIII. Collection from Military Personnel
                      A. Procedures
                      B. Customer Location Instrument Usage
                      C. Soldiers and Sailors Civil Relief Act
                    IX. Customer Service Provision
                        A. Procedures
                        B. Information Capture
                        C. Documentation
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