Required skills

communication skills to

determine and confirm work requirements and interact with customers using questioning and active listening as required

share information listen and understand

use language and concepts appropriate to cultural differences

numeracy skills to make financial calculations

information technology skills for accessing and using accounting systems spreadsheets databases and internet information

literacy skills for data analysis and entry

organisational skills including the ability to plan and sequence work

Required knowledge

general developments in credit management

basic financial transaction processes and procedures

organisation policy

workplace occupational health and safety OHS requirements

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

validate account details

apply basic knowledge of appropriate legislation

interpret and apply organisation credit policy

clarify information for basic credit accounts

accurately use data entry and recording systems

Context of and specific resources for assessment

Assessment must ensure

competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment technology software and consumables

access to an integrated financial software system and data

Method of assessment

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

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

Guidance information for assessment

Details on customer accounts may include:

Organisation guidelines and policy may include:

Documentation may include, but is not limited to:

Billing adjustments may include:

Account files may be:

Sources of customer details may include: