| 1.
|
Perform financial adjustments. (I)
|
| 2.
|
Formulate the appropriate resolution letter for a financial
adjustment. (I)
|
| 3.
|
Identify the need for a telephone contact in a billing dispute. (I)
|
| 4.
|
List the different records of service establishment accounts. (II)
|
| 5.
|
Make the correct assignment of an inquiry case. (III)
|
| 6.
|
List the Customer Service operating procedures. (III)
|
| 7.
|
Identify foreign charges. (III)
|
| 8.
|
Explain when it is appropriate to make a foreign referral. (III)
|
| 9.
|
Perform different types of account adjustments. (III)
|
| 10.
|
Identify fraud cases. (III)
|
| 11.
|
Explain the procedure for fraud referral. (III)
|
| 12.
|
Describe the purpose of signed support and itemization. (III)
|
| 13.
|
Demonstrate the ability to resolve payment related claims. (IV)
|
| 14.
|
Categorize disputes as payment related claims. (IV)
|
| 15.
|
Explain the procedure for handling an unidentified payment. (IV)
|
|