Maricopa Community Colleges  AMX112   19936-19994 
Official Course Description:   MCCCD Approval:  04/27/99  
AMX112      19936-19994 LEC 1 Credit(s) 1 Period(s)
Basic Account Servicing
Basic account servicing and its impact on quality service. Introduction to computerized file system and procedures for minor billing inquiries and disputes. Prerequisites: Departmental Approval.
 
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MCCCD Official Course Competencies:
 
AMX112   19936-19994 Basic Account Servicing
1. Describe the purpose of basic account servicing. (I,II)
2. List the procedures for processing returned mail. (II)
3. Descibe the appropriate work screens to gain information for the resolution of inquiries. (III)
4. Explain the procedure for performing financial adjustments and sending letters to customers. (IV)
5. Explain the procedure to resolve minor billing inquiries/disputes. (IV)
6. Determine the course of action for processing incoming mail. (IV)
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MCCCD Official Course Outline:
 
AMX112   19936-19994 Basic Account Servicing
    I. Introduction to Basic Account Servicing
        A. Origin
        B. Purpose
        C. Impact on Quality Service
      II. Basic Account Procedures
          A. Cancellations
            1. Credit Authorization System Notations
            2. Cancellation Screen
          B. Fee Credits
          C. Program Information Requests
          D. Changes to Account Receivable Screens
            1. Phone Number Changes
            2. Returned Cards
          E. Mailing List Exclusion
          F. Returned Mail
            1. Address Verification
            2. Correct Addresses
            3. Incorrect Addresses
            4. Miscellaneous Character Maintenance Notations
        III. Introduction to Computerized File System
            A. Federal Trade Commission Act
            B. Basic Screen Descriptions
              1. Terminology
              2. Proper Usage
            C. Resolution of Inquiries
          IV. Minor Billing Inquiry/Dispute Procedures
              A. Financial Adjustments
                1. Write-Offs
                2. Chargebacks
                3. Temporary Credit Reversals
                4. Misposts
                5. Delinquency Charge Reversals
              B. Notating Responses to Claims Mail
                1. Cardmembers
                2. Service Establishments
              C. Identifying Types of Credit Received
                1. Service Establishments
                2. Cardmember Payment
                3. Airline
                4. Ten Day Rule
              D. Processing Incoming Mail
              E. Film Ordering
              F. Responding to Cardmember Inquiries
                1. Customer Service Letters
                2. Type of Paragraphs
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