Maricopa Community Colleges  CSI119   20062-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSI119 20062-20086 L+L 3 Credit(s) 4 Period(s)
Telephone Banking Center Representative II
Advanced telephone banking center representative training. Further knowledge on banking products and services, including business loans, customer service skills, and computerized systems. Includes additional practice training sessions.
Prerequisites or Corequisites: CSI118.
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MCCCD Official Course Competencies:
 
CSI119   20062-20086 Telephone Banking Center Representative II
1. Apply banking product knowledge when giving suggestions to customers. (I)
2. Analyze customers' needs by recognizing clues and asking questions. (I)
3. Match customers' needs to specific banking products or packages. (I)
4. Explain types of business loans, and life cycle of a loan. (II)
5. Perform maintenance and other requests for a business loan account. (II)
6. Summarize regulations that are related to the banking industry. (III)
7. Verify customer identity before disclosing account details. (IV)
8. Summarize procedures for telephone fund transfer, stop payment, and fund verification. (IV)
9. Practice Automatic Teller Machine (ATM) card maintenance and checks order process. (IV)
10. Search account history using computerized banking systems. (V)
11. Analyze customer account history and other data on various computerized banking systems. (V)
12. Complete customer requests using computerized banking systems. (V)
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MCCCD Official Course Outline:
 
CSI119   20062-20086 Telephone Banking Center Representative II
    I. Products and Services
        A. Overdraft Production
        B. Online Banking
        C. Automatic Teller Machine (ATM) Card
      II. Business Loan
          A. Types
          B. Life Cycle
        III. Compliance
            A. American with Disabilities Act
            B. Anti-Money Laundering
            C. Other Banking Related Policy
            D. Privacy Policy
          IV. Maintenance Procedures
              A. Identification
                1. Importance
                2. Steps
              B. Telephone Transfer
              C. Stop Payment
              D. Funds Verification
              E. ATM Card Maintenance
              F. Checks Ordering
            V. Computerized Banking Systems
                A. Backup System
                B. Voice Recognition System
                  1. Features
                  2. Account Maintenance
                C. Loan System
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