Elements and Performance Criteria
- Receive and review a customer default enquiry or case
- Receive and review customer enquiry to identify details of case
- Obtain additional information to assist in resolving case
- Review options to resolve case with other staff members, where appropriate
- Obtain specialist advice or escalate where necessary
- Consider eligibility for hardship program
- Observe relevant legislation, codes, regulations and standards
- Develop initial advice to be given to customer
- Consult with customer on the suggested course of action and options
- Assess customer response to the consultation
- Negotiate payment with defaulting customers
- Develop realistic settlement options giving consideration to policy, customer response and payment history
- Offer and agree on a payment option with the customer in accordance with organisational policy
- Record revised payment options as agreed with customer and in accordance with organisational procedures
- Advise defaulting customers of cancellation
- Manage default actions