Official Course
Description: MCCCD Approval: 11-27-07 |
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CSI243
2008 Spring – 2009 Summer
II |
LAB |
2 Credit(s) |
6 Period(s) |
Credit
Services Lab |
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Practical
application of credit services procedures. Includes computer, phone and Voice
Recognition Unit (VRU) procedures and screens as well as demonstration of
effective customer service techniques. Covers procedures for account
ownership, verification, and advertising as well as disputes, deferred
purchases and transfers. Prerequisites: Permission of Department
or Division. |
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Go to Competencies Go to Outline
MCCCD
Official Course Competencies: |
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CSI243 2008
Spring – 2009 Summer II |
Credit Services Lab |
1.
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Log on and off the computer. (I) |
2.
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Log on and off the phones. (I) |
3.
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Use a Voice Recognition Unit (VRU). (II) |
4.
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Demonstrate procedures for adding notes to an account.
(III) |
5.
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Complete a plate request and cancellation. (IV) |
6.
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Process a statement request. (V) |
7.
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Complete a Credit Bureau verification. (VI) |
8.
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Complete address and telephone changes. (VII) |
9.
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Demonstrate procedures for handling advertisement
requests. (VIII) |
10.
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Demonstrate procedures for "saving" an account.
(IX) |
11.
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Demonstrate procedures for closing an account. (X) |
12.
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Complete a cash advance. (XI) |
13.
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Request a sales check. (XII) |
14.
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Complete a charge dispute. (XII) |
15.
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Confirm a deferred purchase. (XII) |
16.
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Complete a discount adjustment. (XIII) |
17.
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Complete payment transfers. (XIV) |
Go to Description Go to top of
Competencies
MCCCD
Official Course Outline: |
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CSI243 2008
Spring – 2009 Summer II |
Credit Services Lab |
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I. Systems A. Computer 1. Log In 2. Computerized Credit
Management System 3. Password 4. Lock/Unlock 5. Shut Down B. Phone 1. Log On 2. Manual Transfers 3. Log Off C. Clock II. Voice Recognition Unit
(VRU) A. Procedures 1. Greeting 2. Verification 3. Status Identification 4. Incorrect/Missing
Account Information 5. Account Look-up 6. Account Number Release 7. Inquiries 8. Divisional Executive
Alert 9. Account Information
Release 10. Reward Activation B. Screens C. Customer Service III. Account Notes A. Restrictions B. Note Pad 1. Add 2. View C. Letters D. Mail/Fax Requests IV. Account Ownership A. Plates 1. Request 2. Cancellation B. Name Change C. Authorized Buyers 1. Employee Account
Addition 2. Internet Account 3. Deletion 4. Converted Accounts D. Joint Account V. Statement and Financial
Inquiries A. Statement Requests 1. Procedures 2. Restrictions B. Online Web Statements VI. Verification A. Public Record 1. Proprietary 2. VISA 3. Procedures 4. Results 5. Failed 6. Block 7. Notes B. Credit Bureau 1. Procedures 2. View/Request 3. Passed 4. Failed VII. Changes A. Address 1. Guidelines 2. Procedures 3. Military 4. Canadian 5. Foreign B. Telephone 1. Verification 2. Procedures 3. Foreign VIII. Advertising A. Requests B. Suppression 1. Definition 2. Procedures 3. Third Party IX. Saving Accounts A. Exceptions B. Proprietary 1. Non-Use 2. Service 3. Credits 4. Procedures 5. Coupons/Passes C. VISA 1. Non-Use 2. Service 3. Score 4. Credits 5. Procedures 6. Reward Incentive X. Accounts A. Close 1. Proprietary 2. VISA 3. Screens 4. Codes 5. Terms B. Reopen 1. Proprietary 2. VISA 3. Screens XI. Limit Increase A. Proprietary 1. Authorization 2. Guideline Wizard B. VISA 1. Amount Capability 2. Review 3. Decline 4. Logic 5. Statement Messaging 6. Adverse Action Letters 7. Personal Identification
Number (PIN) 8. Cash Advances XII. Charges/Returns A. Cross-Shop 1. Indicators 2. Review 3. View Sales Check 4. Request Sales Check B. Dispute 1. Use 2. Procedures C. Duplicate D. Third Party Vendor E. Missing Purchase/Return F. Cross Region G. Deferred Purchases 1. Procedures 2. Confirmation 3. Rationale 4. Sign In File (SIF) Level
H. VISA Disputes XIII. Back Office Discounts
A. Types 1. New Account/Reactivation
2. Special Event 3. Employee B. Discount Adjustment 1. Procedures 2. Employee C. Misapplied Transaction
and Discount Transfer XIV. Payments A. Account Receivable
Conversion (ARC) B. Missing/Misapplied 1. Determination 2. Review 3. Point of Sale (POS) C. Transfers 1. Partial Payment Transfer
2. Cross Region 3. Procedures 4. VISA 5. Proprietary D. Encoding Errors |
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