Maricopa Community Colleges  CSR197   20042-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSR197 20042-20086 L+L 3 Credit(s) 4 Period(s)
Account Collection Initiation
Preparation for collection on telephone service accounts. Emphasis on collections workstation and software usage, account typology and account information location. Covers account notation, payment option, and account security information. Includes collections representative observation and call opening strategies.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSR197   20042-20086 Account Collection Initiation
1. Explain the operation of a telephone collections computer workstation. (I)
2. Review customer account collection information search methods. (II)
3. Cite the steps involved in the usual collection process. (III)
4. Describe differing account types. (IV)
5. Express federally mandated customer account information security procedures. (V)
6. Enter account notations in a collections database. (VI)
7. Describe effective collections customer service practices. (VII)
8. Identify the different types of payment arrangements available to account holders. (VIII)
9. Perform basic collections call opening strategies. (IX)
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MCCCD Official Course Outline:
 
CSR197   20042-20086 Account Collection Initiation
    I. Workstation Operation
        A. Hardware
          1. Computer Systems
          2. Phone Systems
        B. Software
          1. Customer Service Software
          2. Internet Usage
      II. Information Searches
          A. Alphabetical Searches
          B. Website Searches
          C. Account Based Searches
        III. Collection Flow
            A. Written Customer Notification
            B. Service Restriction
            C. Disconnection
          IV. Account Types
              A. Account Service Structure
              B. Account Number Matrix
                1. Number Identification
                2. Serviceable Accounts
              C. Billing Structure
              D. Account Service Specialty Teams
            V. Account Security Measures
                  1. Address Verification
                  2. Responsible Party Identification
              VI. Account Notation
                  A. Field Location
                  B. Notation Procedures
                VII. Collections Customer Service Practice
                    A. Observation
                    B. Notation
                    C. Description
                  VIII. Payment Arrangements
                      A. Methods
                      B. Lockbox Locations
                      C. Broken Promise / Returned Check Procedures
                      D. Collection Call Procedures
                      E. Delayed Billing Options
                    IX. Call Opening Strategies
                        A. Line Establishment
                        B. Hold Procedures
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