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Center for Curriculum and Transfer Articulation
Collections Customer Service
Course: CSR165

First Term: 2019 Summer
 Lec + Lab   2.0 Credit(s)   4.0 Period(s)   4.0 Load  
Subject Type: Occupational
Load Formula: T- Lab Load


Description: Practical application of telecommunications collections customer service procedures. Covers access to and navigation of tools and systems for completion of billing, payment and collections services.



MCCCD Official Course Competencies
1. Demonstrate procedures for access and navigation of systems. (I)
2. Demonstrate procedures for accessing the Integrated Communications Operations Management system (ICOMS). (I, II)
3. Demonstrate ICOMS receivables navigation procedures. (II)
4. Use rules and regulations regarding authentication. (II)
5. Complete customer searches. (II-V)
6. Determine customer status. (II-V)
7. Complete collections procedures. (III-V)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.
 
MCCCD Official Course Outline
I. Network access
   A. Cox pass account
      1. Creation
      2. Passwords
      3. Management
   B. My Axis
      1. Access
      2. Navigation
   C. Key tool
      1. Access
      2. Use
   D. SharePoint
      1. Access
      2. Navigation
   E. Avaya One X
      1. Terminology
      2. Features
      3. Start up
      4. Software
      5. Procedures
II. Tools
   A. Integrated Communications Operations Management system (ICOMS)
      1. Graphic user interface
      2. Use
      3. Procedures
      4. Screens
   B. iNAV
      1. Definition
      2. Tasks
   C. Customer Proprietary Network Information (CPNI)
      1. Rules/regulations
      2. Use
      3. Authentication procedures
III. Billing
   A. Cycle
      1. Definition
      2. Due dates
      3. Closing dates
   B. Fraud
   C. Adjustments
      1. Credit
      2. Proration
   D. Charges
IV. Payments
   A. Options
      1. Types
      2. Restrictions
   B. Processing
      1. Restrictions
      2. Debit
      3. Credit
   C. Distribution
      1. Statements
      2. Services
   D. Returned/declines
   E. Misapplied
V. Collections
   A. Activity codes
   B. Schemes
      1. Internal credit score
      2. Types
      3. Triggers
      4. Notifications
      5. Event order
   C. Policies
      1. Delinquency
      2. Write-off
   D. Procedures
      1. Payment scheduling
      2. Promise to pay
      3. Non-pay extension
      4. Future date
      5. Field collections
 
MCCCD Governing Board Approval Date: May 28, 2019

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.