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Official Course
Description: MCCCD Approval: 4-22-03 |
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CSI255
2003 Summer I – 2008 Fall |
L+L |
3.0 Credit(s) |
4.0 Period(s) |
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Account
Maintenance Procedures |
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Account
maintenance procedures for customer service representatives. Emphasis on
managing ongoing client accounts. Covers contact with creditors and clients. Prerequisites: None. |
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Go to Competencies Go to Outline
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MCCCD
Official Course Competencies: |
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CSI255 2003
Summer I – 2008 Fall |
Account Maintenance Procedures |
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1.
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Determine the preferred method of contact for each
creditor. (I) |
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2.
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Summarize critical issues when making a creditor phone
call. (I) |
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3.
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Describe the process of calling a client with a delinquent
account. (II) |
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4.
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Determine if a client can restructure payments. (III) |
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5.
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Evaluate accounts with money in trust. (IV) |
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6.
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Complete creditor forms. (V) |
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7.
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Demonstrate the ability to properly process correspondence
from clients. (VI) |
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8.
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Explain the procedures for closing an account. (VII) |
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9.
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Locate accounts with low balances. (VIII) |
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10.
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Summarize quality process procedures. (IX) |
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11.
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Describe effective time-management and organizational
skills. (X) |
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12.
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Organize routine activities to effectively provide
customer service to clients. (X) |
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13.
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Explain the importance of accurate notes in client files.
(XI) |
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14.
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Explain the benefits of using macros. (XI) |
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15.
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Compose notes in a client's file. (XI) |
Go to Description Go to top of
Competencies
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MCCCD
Official Course Outline: |
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CSI255 2003
Summer I – 2008 Fall |
Account Maintenance Procedures |
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I. Creditor Contact A. Autoline
B. Creditor Liaison C. Phone Calls 1. What to say 2. How to Probe II. Delinquent Account A. Attitude B. Probing C. Notes III. Restructure Payments A. Reasons B. Procedure 1. Probing 2. Creditor Requirements 3. Internal Hardship
Program 4. Other Legal Options IV. Trust Account A. Source 1. Screens 2. Notes B. Distribution Queue V. Creditor Forms A. Procedure 1. Location 2. Fields B. E-Mail VI. Correspondence A. Procedure B. Timeline C. Notes D. File Room VII. Account Closure A. Procedure 1. Probing Questions 2. Consequences B. Codes C. Notes D. Closure Report VIII. Low Balance Accounts A. Screens B. Statements C. Tasks D. Notes IX. Quality Process
Procedures A. Purpose B. Procedure X.
Time-Management/Organizational Skills A. Benefits B. Resources C. Results XI. Notations A. Accuracy B. Timeliness C. Procedure D. Macros |
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