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Elements and Performance Criteria

1. 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 and team member advice, and escalate where necessary
   • Consider eligibility for hardship program
   • Observe relevant legislation, codes, regulations and standards
   • Develop initial advice to be given to customer
2. Negotiate payment with defaulting customers
   • Consult with customer on suggested course of action and options
   • Assess customer response to consultation
   • Develop realistic settlement options giving consideration to policy, customer response and payment history
   • Offer and agree on a payment option with customer according to organisational policy
   • Record revised payment options as agreed with customer and according to organisational procedures
3. Advise defaulting customers of cancellation
   • Advise defaulting customers of service or product cancellation
   • Negotiate successful product return with customer where appropriate
   • Explain debt-recovery process to customer
   • Initiate debt-recovery process
4. Manage default actions
   • Follow up payment, debt recovery or product return to ensure completion of case
   • Amend customer records according to organisational procedures
   • Follow organisational default and credit-management procedures