| 1.
|
Explain the importance of good customer service and the functions of
the Customer Service Representative and Credit Analyst. (I)
|
| 2.
|
List the types of stop duns. (II)
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| 3.
|
Describe how to place a permanent and temporary stop dun on an
account. (II)
|
| 4.
|
State the method by which a specific billing dispute is referred to
Customer Service, and refer a dispute on-line through the computerized
file system. (III)
|
| 5.
|
List all steps necessary to activate a dispute case and identify
special procedures. (IV)
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| 6.
|
Identify the different types of billing disputes. (IV)
|
| 7.
|
Describe process for write-offs, misposts, and adjustments on
accounts. (V)
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| 8.
|
Define the term fraud. (VI)
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| 9.
|
Identify the type of charge and fraud claimed by a cardmember. (VI)
|
| 10.
|
Explain the procedure to activate a fraud case and order a record of
charges for support of the charge. (VI)
|
|