Maricopa Community Colleges  CSR150   19986-20012 
Official Course Description:   MCCCD Approval:  05/26/98
CSR150      19986-20012 LEC 2 Credit(s) 2 Period(s)
The Credit Card Industry
Overview of credit card industry. Includes banking history, laws and regulations, and corporate structure. Emphasis on customer service department and customer service representative functions. Types of credit cards and credit card products also covered. Prerequisites: None.
 
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MCCCD Official Course Competencies:
 
CSR150   19986-20012 The Credit Card Industry
1. Explain how Vision, Purpose, Mission, and Values influence a corporation. (I)
2. Explain the importance of identifying customer expectations. (II)
3. Explain banking history "firsts". (III)
4. Explain the corporate structure and job functions of a banking institution. (IV)
5. Summarize the role of the customer service departments and customer service representatives. (V)
6. Summarize the procedures for credit card transactions. (VI)
7. Examine the laws and regulations that govern credit card practices. (VII)
8. Explain Brand Positioning Statements and the various products banks offer. (VIII)
9. Identify features common to all credit cards. (IX)
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MCCCD Official Course Outline:
 
CSR150   19986-20012 The Credit Card Industry
    I. Vision, Purpose, Mission, Values
        A. Importance
          1. Customer Focus
          2. Respect
          3. Initiative
          4. Professionalism
          5. Quality
          6. Teamwork
        B. Development
        C. Implementation
      II. Customer Expectations
          A. Identifying
          B. Meeting/Exceeding
        III. Banking History
          IV. Corporate Structure
              A. Departments
              B. Job Functions
            V. Customer Service
                A. Structure
                B. Productivity and Quality Standards
                  1. Key Measures
                  2. Tracking
                C. Service
                  1. Knowledge
                  2. Communication
                  3. Building Relationships
              VI. Credit Cards
                  A. Types
                    1. Traditional Loans
                    2. Revolving Credit
                  B. Transactions
                    1. Players Involved
                    2. Credit Line
                    3. Finance Charges
                  C. Applications
                    1. Forms
                    2. Processes
                  D. Servicing the Account
                    1. Activation
                    2. Debits & Credits
                    3. Authorization
                    4. Transaction Cycles
                  E. Fees and Interest
                    1. Types
                    2. Calculations
                VII. Laws and Regulations
                    A. Equal Credit Opportunity Act
                    B. Truth In Lending Act
                      1. Regulation B
                      2. Regulation Z
                    C. Credit Decisions
                      1. Nine Prohibitive Factors
                      2. Adverse Action
                    D. Retail Installment Credit Agreement
                    E. Acquiring New Customers
                  VIII. Credit Card Products
                      A. Types of Cards
                        1. Requirements
                        2. Features
                        3. Processing
                        4. Calculating Adjustments
                      B. Product Enhancements
                      C. Co-Brand Cards
                      D. Optional Services
                    IX. Common Features
                        A. Account Number
                        B. Credit Line
                        C. Fees
                        D. Percentage Rate
                        E. Marketing
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