MCCCD Official Course Competencies:

AMX120  19936-19994

Billing Resolution I

1.

Define the standards for resolving billing inquiries. (I)

2.

Explain the procedures in the bill adjustment process. (II)

3.

Describe the format of the credit card account. (III)

4.

Identify the account receivable screens used in customer service. (IV)

5.

List the different types of batch and bill codes. (IV)

6.

Define terms relating to the computerized file system. (V)

7.

Describe the components of a computerized file system. (V)

8.

Explain the purpose of productivity reporting. (VI)

9.

List the types of productivity reports. (VI)

MCCCD Official Course Outline:

AMX120  19936-19994

Billing Resolution I

I. Introduction to Customer Service

A. Role of the Customer Service Representative

B. Standards for Resolving Billing Inquiries

II. Bill Dajustment Process

A. Case Analysis

1. Cardmember

2. Service Establishment

B. Adjustment Procedures

III. Statement Description

A. Credit Card Account

1. Format

2. Summary Portion

B. Record of Charge

C. Flight Insurance

IV. Basic Account Information

A. Account Receivable Computer Screens

B. Batch and Bill Codes

1. On-line Adjustment

2. Manual Adjustment

3. Tape Submitted Credit

C. Trial Balance Microfiche

1. Retrieval

2. Field Descriptions

3. Center Codes

D. Film Ordering

1. Computer Screen Descriptions

2. Unsupported Charges

V. Computerized File System

A. Terminology

B. Components

C. Case Types

D. Case and Action Status

E. Screens

VI. Productivity Reporting

A. Purpose

B. Types of Reports

1. End of Day Tally

2. Available Hours