Maricopa Community Colleges  CSR172   19986-20012 
Official Course Description:   MCCCD Approval:  06/23/98
CSR172      19986-20012 L+L 2 Credit(s) 4 Period(s)
Credit Card Fraud Procedures II
Application of credit card fraud procedures and techniques. Emphasis on industry standard computer system and general account procedures as well as reports, memos and fraud classifications. Prerequisites: CSR170 and CSR171.
 
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MCCCD Official Course Competencies:
 
CSR172   19986-20012 Credit Card Fraud Procedures II
1. Demonstrate ability to use computer system to perform various cardmember services. (I)
2. Summarize general account procedures. (II)
3. Practice general account procedures including activation, updating information, searches, and suppressing cards and checks. (II)
4. Determine which reports and/or memos are needed for various situations. (III, IV)
5. Summarize various fraud classifications. (V)
6. Demonstrate ability to determine various types of fraud. (V, VI)
7. Analyze the suspicious activity matrix. (VI)
8. Use the suspicious activity matrix to determine fraud. (VI)
9. Interpret key performance measures. (VII)
10. Demonstrate ability to communicate effectively with customers. (VII)
11. Interpret the company's values. (VII)
12. Utilize an automatic call distribution (ACD) system. (VIII)
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MCCCD Official Course Outline:
 
CSR172   19986-20012 Credit Card Fraud Procedures II
    I. Computer System Use
        A. Sign On
        B. Sign Off
        C. Screens
        D. Icons
        E. Codes
        F. Main Window
        G. Primary Cardholder Information
        H. Account Information
        I. Accessing an Account
      II. Procedures
          A. General
          B. Account Notations
          C. Temporary Holds
          D. Block Removal
          E. Updating Information
          F. Authorization
          G. Activating
          H. Suppressing Cards and Checks
          I. Searches
          J. Warning Bulletin
        III. Reports
            A. Types
            B. Process
          IV. Memos
              A. Types
              B. Process
            V. Fraud Type Classifications
                A. Non-Receipt
                B. Stolen
                C. Lost
                D. Account Takeover
                E. Fraudulent Application
                F. Counterfeit
                G. Mail/Phone Order
              VI. Suspicious Activity Matrix
                  A. Activity
                  B. Tools: What To Look For
                  C. Screen Locations
                  D. What May Be Indicated
                VII. Fraud Representatives
                    A. Key Performance Measures
                      1. Market Share
                      2. Customer Satisfaction
                      3. Employee Satisfaction
                      4. Asset Quality
                      5. Productivity
                    B. Communication Skills
                    C. Balanced Scorecard
                    D. Company's Vision
                    E. Company's Values
                      1. Customer Focus
                      2. Professionalism
                      3. Quality
                      4. Respect For Each Other
                      5. Teamwork
                      6. Initiative
                  VIII. Automatic Call Distribution (ACD)
                      A. Function Keys
                      B. Codes
                      C. Reference Sheet
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