Maricopa Community Colleges  CSI243   20082-99999 

Official Course Description: MCCCD Approval:  11-27-07

CSI243  2008 Spring – 2009 Summer II

LAB

2 Credit(s)

6 Period(s)

Credit Services Lab

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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MCCCD Official Course Competencies:

 

CSI243  2008 Spring – 2009 Summer II

Credit Services Lab

 

1.

Log on and off the computer. (I)

2.

Log on and off the phones. (I)

3.

Use a Voice Recognition Unit (VRU). (II)

4.

Demonstrate procedures for adding notes to an account. (III)

5.

Complete a plate request and cancellation. (IV)

6.

Process a statement request. (V)

7.

Complete a Credit Bureau verification. (VI)

8.

Complete address and telephone changes. (VII)

9.

Demonstrate procedures for handling advertisement requests. (VIII)

10.

Demonstrate procedures for "saving" an account. (IX)

11.

Demonstrate procedures for closing an account. (X)

12.

Complete a cash advance. (XI)

13.

Request a sales check. (XII)

14.

Complete a charge dispute. (XII)

15.

Confirm a deferred purchase. (XII)

16.

Complete a discount adjustment. (XIII)

17.

Complete payment transfers. (XIV)

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MCCCD Official Course Outline:

 

CSI243  2008 Spring – 2009 Summer II

Credit Services Lab

 

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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