List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Implement appropriate course of action to recover outstanding debt | 1.1 Review account history and determine appropriate recovery action based on account history 1.2 Advise customers promptly of possible implications of outstanding debts and deal with any objections according to organisational guidelines and legislative requirements 1.3 Document agreed payment arrangements accurately according to organisational system requirements |
2. Monitor and review effectiveness of recovery action | 2.1 Review customer accounts for their adherence to agreed payment arrangements 2.2 Identify customers’ non-compliance with agreed arrangements and manage in accordance with organisational guidelines 2.3 Involve internal stakeholders in review and monitoring process as required |
3. Re-assess account to determine eligibility for write-off | 3.1 Re-assess account to determine if it is appropriate for write-off as agreed payment arrangements have not been met 3.2 Document recommendations for write-off and account closure, complying with legislation and organisational guidelines, that authorised personnel can action |
Evidence of the ability to:
communicate effectively with customers, following organisational guidelines and legislative requirements in explaining the implications of outstanding debt and alternative payment arrangement options
apply strong negotiation skills to resolve disputes, queries and problems
use data entry and recording systems accurately.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
explain the key steps or actions in the legal debt recovery process
outline the key features of organisational credit policy
identify and explain legislative requirements relevant to debt recovery
describe the key features of complaint resolution processes and complaint handling procedures
outline the roles of the various alternative dispute resolution schemes and services
explain the key requirements of legislation relating to credit and recovery of bad debts.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the credit management field of work and include access to:
common office equipment, technology and consumables
credit product information
relevant software systems and data
organisational policy and procedures relating to debt recovery.
Assessors must satisfy NVR/AQTF assessor requirements.