Maricopa Community Colleges  AMX143   19936-99999 
Official Course Description: MCCCD Approval: 05/25/93
AMX143 19936-99999 L+L 4 Credit(s) 6 Period(s)
Establishment Services II
Emphasis on investigations, processing letters, and handling chargebacks. Practical application of these specialized procedures. Prerequisites: AMX141.
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MCCCD Official Course Competencies:
 
AMX143   19936-99999 Establishment Services II
1. Demonstrate the procedure to open, re-open, add to, and change a case under investigation. (I)
2. Identify types of adjustments. (I)
3. Process adjustments to a case under investigation. (I)
4. Demonstrate the procedures for opening, adding and deleting a computer-based memorandum. (I)
5. List types of letters to service establishments. (II)
6. Demonstrate the procedure to generate a letter on the computer. (II)
7. Describe the procedures for mailing letters. (II)
8. Differentiate between an inquiry and a dispute call. (III)
9. Describe initial processing chargebacks. (III)
10. Describe statement review/collections chargebacks. (III)
11. Describe fraud chargebacks. (III)
12. Describe customer service chargebacks. (III)
13. Write-off customer service chargebacks. (III)
14. Describe establishment services chargebacks. (III)
15. Reverse service establishment chargebacks. (III)
16. Write-off service establishment chargebacks. (III)
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MCCCD Official Course Outline:
 
AMX143   19936-99999 Establishment Services II
    I. Investigations
        A. Actions
          1. Opening a Case
          2. Re-opening a Case
          3. Adding to a Case
          4. Changing a Case
        B. Types of Adjustments
          1. Stop Payment
          2. Cashed in Error
          3. Reverse Duplicate Credit
          4. Credit Posted as a Charge
          5. Charge Posted as a Credit
          6. Misposted Charge
          7. Duplicate Billing
          8. Incorrect Payment
          9. Paid in Error
          10. Transfer of Debit Balance
          11. Imprinter Write-off
          12. Release Checks From Ledger
        C. Processing Adjustments
        D. Computer-Based Memorandums
          1. Opening
          2. Adding
          3. Deleting
      II. Processing Letters
          A. Types of Letters
          B. Generating Letters on the Computer
          C. Mailing Procedures
        III. Chargebacks
            A. Types of Calls
              1. Inquiry
              2. Dispute
            B. Types of Chargebacks
              1. Initial Processing
                a. Non-Company
                b. Illegible
                c. Error in Totaling
              2. Statement Review/Collections
                a. Expired
                b. Not Yet Valid
                c. No Authorization (Overlimit)
                d. No Signature
                e. Signature Other Than Cardmember
                f. Reversing Chargebacks
              3. Fraud
                a. Expired
                b. Not Yet Valid
                c. No Authorization (Overlimit)
                d. No Signature
                e. Signature Other Than Cardmember
                f. Misspelled Signature
                g. On Bulletin
              4. Customer Service
                a. No Reply
                b. Insufficient Reply
                c. Authorized Chargeback
                d. Altered Charge (Automatic Chargeback)
                e. Cardmember Provides Proof of Alternate Payment
                f. Misposted Charges
                g. Goods and Services
                h. Write-Offs
              5. Establishment Services
                a. Service Establishment Paid in Error
                b. Duplicate Payment
                c. Out of Pattern Checks
                d. International Unit
                e. Debit Balance
                f. Reverse Chargebacks
                g. Write-Offs
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