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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Allocate customer payments
   • Allocate payments correctly to appropriate customer accounts and bank receipts according to organisational policy and procedures
   • Serve customers promptly and complete and process documentation quickly and accurately to maximise customer satisfaction
2. Reconcile accounts
   • Respond to customer billing or account queries and apply billing adjustments accurately, if required
   • Respond to customer complaints promptly in accordance with organisational policy
3. Maintain customer details
   • Maintain accurate and up-to-date details on customer account files
   • Check sources of customer details for reliability and verify where necessary

Performance Evidence

Evidence of the ability to:

validate account details and verify customer information

allocate and reconcile customer payments accurately following organisational procedures

serve customers promptly and efficiently, including handling complaints and responding to billing and account queries

maintain accurate customer details

accurately use data entry and recording systems.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

outline basic financial transaction processes and procedures

identify the relevant organisational policy and procedures on account management

identify key legislative requirements covered in organisational policy and procedures relating to administering financial accounts

describe how to handle customer queries and complaints following organisational procedures

identify workplace health and safety (WHS) requirements relating to data entry and administrative work undertaken.

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