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Elements and Performance Criteria

  1. Review and evaluate credit application
  2. Process credit application
  3. Negotiate credit application details with customer
  4. Complete administrative arrangements

Required Skills

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 problemsolving strategies

problemsolving skills to apply a range of problem-solving strategies

selfmanagement skills to

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 debtrecovery 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

stressmanagement techniques to avoid burnout and personal pressure

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

apply organisational credit procedures

determine customer capacity to pay

discuss and explain nonapproval to customers

discuss and explain nonapproval to customers

negotiate credit terms and payment arrangements with customers

demonstrate knowledge of legislative regulatory and industry code requirements

Context of and specific resources for assessment

Assessment must ensure access to

organisational credit policies and standard operating procedures

workplace information and data

relevant information on legislation regulations codes of practice hardship programs and standards

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

oral andor written questioning to assess knowledge of credit policies and procedures

review of calculations of capacity to pay and payment arrangements

review of quality assurance and performance management records

review of notes on accounts

review of customers adherence to payment arrangements or arrears history

direct observation during credit application contact

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBCUSB Deliver and monitor a service to customers

BSBCUS301B Deliver and monitor a service to customers

BSBWORA Manage personal stress in the workplace

BSBWOR201A Manage personal stress in the workplace.

Range Statement

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.