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Center for Curriculum and Transfer Articulation
Property Insurance Billing Procedures
Course: CSR118

First Term: 2025 Fall
 Lecture   3.0 Credit(s)   3.0 Period(s)   3.0 Load  
Subject Type: Occupational
Load Formula: S - Standard Load


Description: Overview of property insurance procedures for the customer service agent. Covers mission/vision in relation to roles and responsibilities of customer service agent, including expectations, insurance terminology, insurance coverage and policies, contracts and billing, and call flow guidelines.



MCCCD Official Course Competencies
1. Explain the mission/vision of the organization and how they inform the roles and responsibilities of the customer service agent. (I)
2. Collect member financial information. (I, II)
3. Summarize phone procedures and the customer call flow process. (II)
4. Demonstrate procedures for determining member insurance needs. (II)
5. Identify general billing inquiry customer service procedures. (II, III)
6. Differentiate between long and short form billing procedures. (III)
7. Explain electronic billing options available to insurance customers. (III)
8. Summarize payment procedures for different types of billing concerns. (III)
9. Contrast member billing, payment and mortgage information. (III)
10. Complete member billing, payment and mortgage information. (III)
11. Complete billing procedures. (III)
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. Customer service agent/consultant
   A. Organizational
      1. Mission/vision
      2. Values
      3. Expectations
      4. Culture
   B. Roles/responsibilities
II. Customers service procedures
   A. Managing expectations
   B. Call flow
      1. Greeting
      2. Identification
      3. Resolution
      4. Call closure
   C. Phone procedures and skills
   D. Customer privacy concerns
III. Billing inquiry processing
   A. Customer verification
   B. Identification
   C. Resolution
   D. Documentation
   E. Follow-up
   F. Agent inquiry processing
   G. Electronic billing concerns
      1. Automatic payments
      2. Billing option
      3. Customer enrollment procedures
      4. Billing restrictions
   H. Policy notes
 
MCCCD Governing Board Approval Date: May 27, 2025

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.