| 1.
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Explain the role of the Customer Service Representative. (I)
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| 2.
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List the different types of disputes. (II)
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| 3.
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Differentiate between internal and external sources of error in
billing disputes. (II)
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| 4.
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Analyze and determine the course of action in solving disputes, based
on Customer Service procedures. (II)
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| 5.
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Demonstrate the proper procedure to resolve billing disputes. (II)
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| 6.
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Demonstrate the ability to respond to the cardmember when solving a
dispute. (II)
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| 7.
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Perform financial adjustments. (II)
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| 8.
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Formulate the appropriate resolution letter to send to a cardmember.
(II)
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| 9.
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Recognize the need for a telephone contact in a billing dispute. (II)
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| 10.
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Explain the rule of the Fair Credit Billing and the Federal Trade
Commission Acts. (III)
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| 11.
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Utilize all aspects of a computerized file system. (IV)
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| 12.
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Access the appropriate computerized file system screens for gaining
information to resolve inquiries. (IV)
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| 13.
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Demonstrate the ability to prioritize case workloads. (IV)
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