Maricopa Community Colleges  AMX115   19936-19994 
Official Course Description:   MCCCD Approval:  04/27/99  
AMX115      19936-19994 LEC 2 Credit(s) 2 Period(s)
Credit Account Servicing
Overview of the legislation affecting credit operations. Emphasis on account analysis, telephone technique, use of a credit authorization system, credit operations customer service procedures, and procedures for acquisitions. Prerequisites: Departmental Approval
 
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MCCCD Official Course Competencies:
 
AMX115   19936-19994 Credit Account Servicing
1. Identify legislation affecting credit operations. (I)
2. State the procedures for handling hang-ups, attorney contacts, and requests to discontinue contact. (I)
3. List factors to consider when analyzing any account. (II)
4. Outline the guidelines for working 30 and 60 day accounts. (II)
5. Identify derogatory and non-derogatory return items. (II)
6. List ways courtesy can be expressed on the telephone. (III)
7. Formulate appropriate fact-finding questions to assist in resoving a problem. (III)
8. List situations that can result in placing support information into a credit authorization system. (IV)
9. List the various service establishment and approval/decline codes. (IV)
10. State the method by which a specific billing dispute is referred to Customer Service. (V)
11. List the different types of stop duns and explain under what circumstances they are used. (V)
12. Explain the procedures for reviewing new account applications. (VI)
13. Identify collection accounts. (VI)
14. Name the criteria used to review application information for credit cards. (VI)
15. Explain the purpose of legal and outside agency departments. (VII)
16. Explain the procedure for the entry and tracking of accounts going to legal and outside agency departments. (VII)
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MCCCD Official Course Outline:
 
AMX115   19936-19994 Credit Account Servicing
    I. Legislation Affecting Credit Operations
        A. General Dunning Restrictions
        B. Specific Dunning Restrictions
          1. Cardmember Hangs Up
          2. Requests to Discontinue Contact
          3. Cardmember Contacts Regarding Past-Due Accounts
          4. Broken Promises to Pay
          5. Delinquency Charges
          6. Credit Balance Refunds
          7. Referrals to Customer's Attorney
        C. Dunning Procedures
      II. Account Analysis
          A. Introduction
          B. Important Information
            1. Factors In Analyzing Accounts
            2. Three C's of Credit
            3. Review Factors
          C. Guidelines for Working Accounts
            1. New Input
            2. Internal Recovery
            3. High Balance
            4. Low Balance
            5. Current Accounts
            6. 30 Day Accounts
            7. 60 Day Accounts
          D. Returned Checks
            1. Types of Returned Items
              a. Derogatory
              b. Non-Derogatory
            2. Work Efforts In Processing
        III. Telephone Technique
            A. Introduction
            B. Preparation
              1. Call Planning
              2. Opening Statement
              3. Strategic Pause
            C. Telephone Courtesy
              1. Greeting the Customer
              2. Placing Customers on Hold
              3. Stating Intended Action
              4. Thanking the Caller
              5. Closing the Call
            D. Maintaining Control
              1. Addressing the Problem
              2. Fact-Finding Questions
              3. Close-Ended Questions
              4. Open-Ended Questions
            E. Points to Remember
            F. Follow-up Efforts
            G. Basic Telephone Skills
            H. Evaluating Telephone Technique
          IV. Credit Authorization System
              A. Purpose of Approval
              B. Indications for Placement
              C. Relevant Computer Screens
              D. Credit Authorizer
              E. Form Descriptions
              F. Support Account
              G. Service Establishment Type Codes
              H. Approval/Decline Codes
            V. Credit Operations Customer Service
                A. Introduction
                B. Disputes
                  1. Dispute Referral
                  2. Referral Form
                  3. Stop Duns
                    a. Types of Stop Duns
                    b. Issuing of Stop Duns
                C. Customer Service Computerized Filing System
                D. Computer-Assisted Computer System
                E. Screen Descriptions
                F. Case Set-up
                G. Case Closure Reasons
                H. Automatic Chargebacks
                I. Fee Credits
                J. Customer Service Letters to Cardmembers
              VI. Account Acquisitions
                  A. Responsibilities
                    1. Application Review
                    2. Card Approval/Denial
                  B. Collection Accounts
                  C. Applications for Credit Cards
                  D. Cardmember Demographics Information Screen
                  E. Acquisition Computer Screens
                VII. Legal and Outside Agency Departments
                    A. Purpose
                    B. Entry of Accounts
                    C. Tracking of Accounts
                    D. On-Line Referrals
                      1. Screen Description
                      2. Referral Codes
                      3. Bankruptcy Court Codes
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