Maricopa Community Colleges  AMX116   19936-19994 
Official Course Description:   MCCCD Approval:  04/27/99  
AMX116      19936-19994 L+L 3 Credit(s) 5 Period(s)
Credit Operations II
Overview of the legislation affecting credit operations. Emphasis on account analysis, telephone technique and use of a credit authorization system. Prerequisites: AMX113 or Departmental approval.
 
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MCCCD Official Course Competencies:
 
AMX116   19936-19994 Credit Operations II
1. Identify legislation affecting credit operations. (I)
2. State the procedures for handling hang-ups, attorney contacts and requests to discontinue contact. (I)
3. State how often a cardmember can be contacted regarding a past due account. (I)
4. List factors to consider when analyzing any account. (II)
5. Analyze sample accounts. (II)
6. Outline the guidelines for working 30 and 60 day accounts. (II)
7. Identify derogatory and non-derogatory return items. (II)
8. Evaluate call planning elements and determine their validity. (III)
9. List ways courtesy can be expressed on the telephone. (III)
10. Formulate approrpiate fact-finding questions to assist in resolving a problem. (III)
11. Apply control and fact-finding techniques during telephone calls. (III)
12. List situations that can result in placing support information into a credit authorization system. (IV)
13. Identify fields of a credit authorization system account status screen display. (IV)
14. Complete the various forms used in a credit authorization system. (IV)
15. List the various service establishment and approval/decline codes. (IV)
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MCCCD Official Course Outline:
 
AMX116   19936-19994 Credit Operations II
    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. Referrrals to Customer's Attorney
        C. Dunning Process
      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
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