Maricopa Community Colleges  AMX217   19936-19994 
Official Course Description:   MCCCD Approval:  04/27/99  
AMX217      19936-19994 L+L 3 Credit(s) 5 Period(s)
Credit Operations III
Credit operations customer service procedures. Detailed procedures for acquisitions and fraud. Prerequisites: AMX116 or Departmental Approval.
 
 Go to Competencies    Go to Outline
 
MCCCD Official Course Competencies:
 
AMX217   19936-19994 Credit Operations III
1. State the method by which a specific billing dispute is referred to Customer Service. (I)
2. List the different types of stop duns and explain under what circumstances they are used. (I)
3. Issue a short-term stop dun to an account involving a photo request. (I)
4. Manually set up a computer-assisted computer system case. (I)
5. Explain the procedures for reviewing new account applications. (II)
6. Identify collection accounts. (II)
7. Name the criteria used to review application information for small business corporate cards. (II)
8. Explain the purpose of legal and outside agency departments. (III)
9. Demonstrate the procedure for the entry and tracking of accounts going to legal and outside agency departments. (IV)
10. Define fraud and identify anti-fraud measures. (IV)
11. Complete the procedure for referring accounts to the fraud department. (IV)
12. Explain the importance of quality assurance. (IV)
Go to Description    Go to top of Competencies
 
MCCCD Official Course Outline:
 
AMX217   19936-19994 Credit Operations III
    I. Credit Operations Customer Service
        A. Introduction
        B. Disputes
          1. Dispute Referral
          2. Referral Form
          3. Stop Duns
            a. Types of Stop Duns
            b. Issuing of Stop Duns
            c. Duns Involving Photo Request
        C. Customer Service Computerized Filing System
        D. Computer-Assisted Computer System
        E. Screen Descriptions
        F. Case Set-Up
        G. Case Closure Reasons
        H. Automatice Chargebacks
        I. Fee Credits
        J. Customer Service Letters to Cardmembers
      II. Account Acquisitions
          A. Responsibilities
            1. Applicaiton Review
            2. Card Approval/Denial
          B. Collection Accounts
          C. Applications for Small Business Corporate Cards
          D. Cardmember Demographics Information Screen
          E. Acquisition Computer Screens
        III. Legal and Outsied Agency Departments
            A. Purpose
            B. Entry of Accounts
            C. Tracking of Accounts
            D. On-Line Referrals
              1. Screen Description
              2. Referral Codes
              3. Bankruptcy Court Codes
          IV. Special Topics
              A. Automatice Calling Systems
              B. Fraud
                1. Referrals
                2. Categories
                3. Indicators
                4. Anti-Fraud Measures
                5. Case Set-Up
              C. Quality Assurance
                1. Support Services Overview
                2. Importance of Quality Assurance
                3. Feedback to Department
              D. Profitability Department
                1. Terminology
                2. Importance
              E. Expert System
                1. Artificial Intelligence System
                2. Recommendations
              F. Unified Risk Management
                1. Description
                2. Outcome Prediction
              G. Productivity Reports
              H. Outside Collection Agencies
          Go to Description    Go to top of Competencies    Go to top of Outline