Maricopa Community Colleges  CSI149   20054-20076 
Official Course Description: MCCCD Approval: 03/22/05
CSI149 20054-20076 L+L 3 Credit(s) 5 Period(s)
Credit Card Balance Transfer II
Application of balance transfer procedures. Automated phone system and computer usage emphasized. Communication skills, electronic mail procedures and handling cardmember phone calls also covered.
Prerequisites: CSI148.
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MCCCD Official Course Competencies:
 
CSI149   20054-20076 Credit Card Balance Transfer II
1. Use a computer to perform various cardmember services. (I)
2. Define electronic mail terminology. (II)
3. Create and send memos. (II)
4. Use an automated phone system to make outbound calls and answer inbound calls. (III)
5. Summarize procedures for calling cardmembers. (IV)
6. Explain balance transfer procedures. (IV)
7. Practice making outbound phone calls. (IV)
8. Complete a balance transfer transaction. (IV)
9. Identify ways to "close the sale". (V)
10. Use an Annual Percentage Rate (APR) comparison chart. (V)
11. Explain procedures for answering cardmembers incoming calls. (VI)
12. Practice answering inbound phone calls. (VI)
13. Demonstrate effective communication skills. (IV-VI)
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MCCCD Official Course Outline:
 
CSI149   20054-20076 Credit Card Balance Transfer II
    I. Computer System
        A. Overview/Basics
        B. Operation
        C. Account Numbers
        D. Security Procedures
      II. Electronic Mail System
          A. Overview
          B. Terminology
          C. Sign On/Off
          D. Access
          E. Memos
            1. Creation
            2. Send
            3. View
            4. Reply To
            5. Forward
            6. File
            7. Delete
          F. Folder Creation
          G. Password
        III. Automated Phone Procedures
            A. Automated Phone Systems
            B. Sign On/Off
            C. Toolbar
            D. Hold
            E. Transfer Calls
            F. Results of the Call
          IV. Calling Cardmember (Outbound) Procedures
              A. Greeting the Cardmember
              B. Types
                1. Joint Cardmember
                2. Authorized Buyer
              C. Third Party Procedures
              D. Warnings and Account Notes
              E. Balance Transfer Rates
              F. Balance Transfer Extensions
              G. Available Credit
              H. Verify Security Information
              I. Balance Transfer Enrollment Procedures
              J. Utilize Creditor Search
              K. Balance Transfer Coupon Transaction
              L. Balance Transfer Override
              M. Notating the Account
              N. Closing the Account
            V. Closing the Sale
                A. Getting Cardmember to Say "Yes"
                B. Annual Percentage Rate (APR) Comparison Chart
                C. Rebuttal
                D. Revolvers vs. Transactors
                E. Encouragement
                F. Selling Tips
                G. Conversation Guides
              VI. Cardmember Calls (Inbound) Procedures
                  A. Greeting the Cardmember
                  B. Types of Account
                  C. Account Activation
                  D. Cardmember ID
                  E. Changing Cardmember/Authorized Buyer Name
                  F. Adding Joint Cardmember/Authorized Buyer
                  G. Removing Joint Cardmember/Authorized Buyer
                  H. Closure/Reopen Requests
                  I. Cardmember Statement
                  J. Adjustment
                  K. Closing the Call
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