Maricopa Community Colleges  AMX224   19936-19994 
Official Course Description:   MCCCD Approval:  04/27/99  
AMX224      19936-19994 LEC 2 Credit(s) 2 Period(s)
Executive Card Case Research
Overview of policies and procedures for handling customer service of the executive Corporate Credit Card. Prerequisites: AMX222.
 
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MCCCD Official Course Competencies:
 
AMX224   19936-19994 Executive Card Case Research
1. Describe the actions that are unique to the Executive Card. (I,II)
2. Explain the key factors of case set-up. (I)
3. Identify Executive Card action codes. (II)
4. Describe the policies and procedures for communicating with Service Establishments. (III)
5. Describe the policies and procedures for handling customer service of the Executive Card to service establishments. (III)
6. List the criteria and processing steps for financial adjustments. (IV)
7. Identify the type of airline ticket by the ticket number. (V)
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MCCCD Official Course Outline:
 
AMX224   19936-19994 Executive Card Case Research
    I. Introduction to Case Research
        A. Executive Card Case Research
        B. Factors of Case Set-Up
          1. Questions to Ask Cardmember
          2. Microfilm Requirements
          3. American Airlines
          4. Area Settlement Bank Charges
          5. Credit Adjustments
          6. Special Handling Accounts
          7. Gasoline Charges
          8. Actions
          9. Multiple Cases
      II. Lift Memo Actions
          A. Executive Card Action Codes
          B. Lift Dates
          C. Close Reasons
        III. Service Establishment
            A. Policies
              1. Contacts via Telephone
              2. Follow-Up Guidelines
              3. Restrictions
              4. Issuing Account Credits
              5. No Knowledge Scripts
            B. Procedures
              1. Timelines for Reply
              2. Fax Transmittals
              3. Accounts Receivable Letter Generation System
              4. Service Establishment Notes
              5. Computer Set-Up Screen
              6. Guidelines
              7. Processing Steps
              8. Letters
              9. Service Establishment Notes
              10. Pattern Paragraphs
              11. Pending Paid
              12. Express Inquiries
          IV. Financial Adjustments
              A. Credits/Debits
                1. Criteria
                2. Processing Steps
                3. Credit Balance Refunds
                4. Misposted Payments
              B. Immediate Chargebacks
                1. Criteria
                2. Processing Steps
                3. Authorized Chargebacks
                4. Assured Reservations
            V. Airline Ticket Identification
                A. Pre-Paid Tickets
                B. Miscellaneous Charge Orders
                C. Tickets by Mail
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