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Elements and Performance Criteria

Required Skills

Required skills

communication skills to

articulate information and advice across all media

deal effectively with internal and external customers in a range of situations

use active listening and questioning to pick up and explore subtle comments or tones that may help understand or resolve the issue

customer service skills to negotiate mutually acceptable outcomes with defaulting customers

negotiation skills to get a positive result to a difficult situation or contact

numeracy skills to analyse understand and manipulate data as required during contact

problemsolving skills to resolve problems in the most effective and efficient manner

problemsolving skills to resolve problems in the most effective and efficient manner

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

work in a team environment

Required knowledge

conflict resolution and negotiation techniques to facilitate effective resolution of customer service issues

customer service protocols

escalation processes

legislative regulatory and industry code requirements relating to account requirements

organisational billing and credit procedures

organisational financial delegations and authorisation limits

product and service charges

risk assessment and management principles

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

develop options for meeting customer default enquiry

appropriately escalate contact issues

successfully negotiate with customer including payment arrangements

implement an appropriate and timely debtrecovery process

demonstrate knowledge of legislative regulatory and industry code requirements

Context of and specific resources for assessment

Assessment must ensure access to

workplace information reporting and data

information on relevant legislation regulations codes of practice and standards

information on organisational policies and standard operating procedures

financial delegations and authorisation limits

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 organisational procedures and legislative and regulatory requirements including hardship programs escalation process and financial delegations and authorisation limits

review of internal and external customer feedback

direct observation during contact

review of documentation including related work requests

review of quality assurance and performance management feedback

Guidance information for assessment

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

BSBCCOB Use multiple information systems

BSBCCO301B Use multiple information systems

BSBCUSB Deliver and monitor a service to customers

BSBCUS301B Deliver and monitor a service to customers.

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.

Receivingcustomer enquiry may include:	direct contact with customer escalated enquiry referred contact with customer written enquiry by letter, email or facsimile.
Hardship programsmay include:	agreed position to avoid severance of service extended payment arrangements financial and budgeting counselling or advice reduced payment arrangements referral to financial counsellors.
Relevant legislation, codes, regulations and standardsmay include:	credit and finance Acts Consumer Credit Code equal employment opportunity and antidiscrimination legislation freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act
Payment optionsmay include:	consideration of future payments due extended payment due date postponed payment reasonable payment up front and extended terms reduced payments over extended term.
Service or product cancellationmay include:	recall of product or equipment termination of service, such as electricity or mobile phone service.
Credit-management proceduresmay include:	call-handling processes escalation processes financial delegation and authorisation limits hardship policies internally developed guidelines referral to specialist groups.