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Official Course
Description: MCCCD Approval:
4-28-2009 |
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CSI217 2009
Summer I – 2011 Spring |
L+L 3.0 Credit(s) 4.0 Period(s) 3.7 Load Occ |
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Credit Card Account Services II |
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Cardmember account access restriction and procedures. Includes regulations and criteria to complete account activations and modifications in addition to transaction research procedures. Also covers billing statements and account termination. Prerequisites:
None. Corequisites: CSI216. |
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Go to Competencies Go to Outline
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MCCCD Official Course Competencies: |
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CSI217 2009 Summer I – 2011 Spring |
Credit Card Account
Services II |
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1. Explain
procedures for using the advanced search system to access systems. (I) 2. Demonstrate
advanced search account access. (I) 3. Locate
verification indicators in the system. (I) 4. Complete
account verifications. (I) 5. Demonstrate
effective call flow procedures. (II) 6. Describe
account activation criteria and procedures. (II) 7. Complete
account activations. (II) 8. Identify
and describe status codes. (II) 9. Explain
account modification restrictions and procedures. (III) 10. Demonstrate
procedures for completing account modifications. (III) 11. Describe
the life of a transaction. (IV) 12. Explain
declined transactions. (IV) 13. Demonstrate
the process for completing special offers. (IV) 14. Describe
basics of a billing statement. (V) 15. Complete
billing statement requests. (V) 16. Explain
various payment options. (V) 17. Explain
and demonstrate procedures for closing an account. (VI) |
Go to Description Go to top of Competencies
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MCCCD Official Course Outline: |
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CSI217 2009 Summer I – 2011 Spring |
Credit Card Account
Services II |
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I. Cardmember Account Access System A. Use B. Buttons/Icons C. Advanced Search 1. Use 2. Procedures D. Security E. Verification 1. Indicators 2. Caller Identification 3. Social Security Number 4. Account Number II. Account Activation A. Call Flow Procedures 1. Open 2. Reason 3. Options 4. Communicate 5. Close B. Temporary Cards C. Status Codes 1. Types 2. Use D. Restrictions E. Notes 1. Types 2. Use 3. Procedures F. Queues 1. Use 2. Procedures G. Letters 1. Use 2. Procedures III. Account Modification A. Types 1. Address 2. Card 3. Name 4. Notes 5. Letters B. Procedures 1. Verification 2. Maintenance 3. Communication IV. Transactions A. Research 1. Billed History 2. Account Status B. Life of a Transaction 1. Authorizing 2. Posted 3. Billed C. Declined 1. Reasons 2. Procedures D. Cash Advance E. Credit Line Maintenance F. Lost/Stolen G. Special Offers 1. Restrictions 2. Procedures V. Billing Statements A. Basics 1. Balance 2. Cycle Date 3. Minimum Due 4. Fees 5. Refunds B. Requests C. Rewards D. Payment Options E. Questions F. Policies and Procedures G. Account Management VI. Termination A. Procedures 1. Account 2. Joint 3. Deceased 4. Credit Revoked B. Restrictions |