Maricopa Community Colleges  CSR170   19986-20012 
Official Course Description:   MCCCD Approval:  06/23/98
CSR170      19986-20012 L+L 3 Credit(s) 5 Period(s)
Credit Card Fraud Overview
Overview of fraud in the credit card industry. Includes types of fraud, key indicators and prevention techniques as well as the laws and regulations that govern credit card use. Customer service, industry-specific computer systems and credit card procedures also covered. Prerequisites: None.
 
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MCCCD Official Course Competencies:
 
CSR170   19986-20012 Credit Card Fraud Overview
1. Summarize how Purpose, Mission and Values influence a corporation. (I)
2. Examine key performance measures against which a fraud representative is measured. (II)
3. Summarize various areas of cardmember services. (III)
4. Examine the laws and regulations that govern credit card practices. (IV)
5. Identify types of fraud and key fraud indicators. (V)
6. Demonstrate ability to determine types of fraud. (V)
7. Utilize various fraud prevention techniques. (V)
8. Summarize various aspects of customer service. (VI)
9. Demonstrate ability to work with customers. (VI)
10. Explain the automatic call distribution system. (VII)
11. Summarize procedures for using an automatic call distribution system. (VII)
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MCCCD Official Course Outline:
 
CSR170   19986-20012 Credit Card Fraud Overview
    I. Vision
        A. Purpose
        B. Mission
        C. Values
          1. Customer Focus
          2. Professionalism
          3. Quality
          4. Respect for each other
          5. Teamwork
          6. Initiative
      II. Key Performance Measures
          A. Market Share
          B. Customer Satisfaction
          C. Employee Satisfaction
          D. Asset Quality
          E. Productivity
        III. Cardmember Services (CCS)
            A. Credit Risk Management
            B. Marketing
            C. Credit Operations
            D. Card Production
            E. Payment and Statement Services
            F. Customer Service
            G. Collections
            H. Collection Support
            I. Recoveries
            J. Fraud Operations
          IV. Laws
              A. Equal Credit Opportunity Act (ECOA)
                1. Definition
                2. Regulation B
              B. Truth-in-Lending Act
                1. Definition
                2. Regulation Z
                3. Retail Installment Credit Agreement (RICA)
            V. Fraud
                A. Definition
                B. Types
                C. Key Fraud Indicators
                D. Fraud Prevention Techniques
                E. Fraud Detection System
                F. Password Security
              VI. Customer Service
                  A. Customer Relationships
                  B. Cardholders
                  C. Dealing With Difficult Situations
                  D. Listening Skills
                  E. Barriers to Effective Listening
                  F. Questioning Skills
                  G. "Moment of Truth" Decisions
                VII. Automatic Call Distribution (ACD)
                    A. Function Keys
                    B. Codes
                    C. Reference Sheet
                    D. Bomb Threat Guidelines
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