Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
communication and negotiation skills to:
effectively and clearly communicate with customers at all levels
listen and ask questions to understand and clarify the needs of internal and external customers
conflict resolution skills to effectively and calmly manage and resolve conflict situations
literacy skills to clearly articulate information and advice via all contact media
numeracy skills, including:
budgeting
financial management to solve credit issues and problems
problemsolving skills to apply a range of problem-solving strategies
selfmanagement skills to:
comply with policies and procedures
manage personal stress during difficult customer contact
seek learning and development opportunities.
Required knowledge
conflict resolution and negotiation techniques to facilitate effective customer service resolution
credit and debt-recovery principles and techniques
financial delegations and limits applied within organisation and specific to role
legislative, regulatory and industry code requirements in relation to credit approval processes
organisational credit management policies and procedures
stress-management techniques to avoid burnout and personal pressure.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Credit management proceduresmay include: | call-handling processes escalation process financial delegation and authorisation limits hardship policies internally developed guidelines referral to specialist groups. |
Relevant legislation, codes, regulations and standardsmay include: | credit and finance Acts and codes Consumer Credit Code Do Not Call Register equal employment opportunity and antidiscrimination legislation freedom of information hardship policies industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act |
Payment arrangementsmay include: | agreed instalments cash cheque credit card direct debit EFTPOS electronic payment, e.g. BPAY. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist