MCCCD Program Description

Major: 5171N Catalog Year: 2024-2025 Effective Term: 2024 Fall Last Admit Term: 9999 Award: CCL Total Credits: 8-9 CIP Code: 52.0411	Primary College: Initiating College: Rio Salado College Program Availability: Not Found Program Availability: College-Specific Program Availability: College-Specific: RS Field of Interest: Business, Entrepreneurialism and Management Instructional Council: Business/Management GPA: 2.00
SOC Code: Upon completion of this certificate, students may pursue a career as: 43-4051.00 Customer Service Representatives

Description: The Certificate of Completion (CCL) in Automobile Insurance: Customer Service program is designed to provide students with the knowledge, skills and training required for employment in the automobile insurance industry. Instruction in principles of insurance, computer usage, customer service skills, and the responsibilities of the automobile insurance member services representative will be provided while preparing students for a variety of industry specific roles.

Learning Outcomes
1. Communicate relevant insurance concepts to diverse populations. (CSR196, CSR197, CSR200, CSR207, CSR212, CSR213, CR214) 2. Demonstrate effective self-management skills relative to time management, customer service, professionalism, and ethics. (CSR196, CSR197, CSR200, CSR212, CSR213, CSR214) 3. Use effective communication skills with diverse populations to build trust and rapport in the customer service setting. (CSR196, CSR197, CSR200, CSR214) 4. Assess various situations including procedures, policies, customer needs, and concerns and take appropriate actions. (CSR196, CSR197, CSR207, CSR214) 5. Demonstrate a foundational knowledge of insurance concepts. (CSR200, CSR207, CSR212, CSR213, CSR214) 6. Critically evaluate customer information to inform decision making. (CSR200, CSR214)

Program Notes
This program is not eligible for Title IV Federal Financial Aid. Students must earn a grade of C or better in all courses within the program.

Admission Criteria
This program is offered through an educational partnership. Employment by the partnership organization is required for admission.

Required Courses

+ CSR196 Call Center Customer Service 3
CSR197 Customer Service Representative Business Practices 2
CSR200 Automobile Representative Customer Services 3

OR

CSR207 Automobile Policy Adjustment 3
CSR212 Automobile Insurance Operations I 3
+ CSR213 Automobile Insurance Operations II 2
+ CSR214 Automobile Insurance Operations Lab 1

Credits: 8-9

Restricted Electives
	Credits:

General Electives
	Credits:

+ indicates course has prerequisites and/or corequisites.
++ indicates that any suffixed course may be selected.

MCCCD Governing Board Approval Date: June 25, 2024

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.