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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. Collect and record monies due
   • Determine status of debt in accordance with organisational policy and guidelines, and legislative requirements
   • Record and monitor transactions on account accurately according to organisational policy and guidelines
   • Maintain customer contact records accurately
2. Review compliance with terms and conditions
   • Correctly identify customers in breach of terms and conditions in accordance with organisational guidelines
   • Contact customers promptly and courteously to bring account within terms
3. Resolve disputed amounts within predetermined parameters
   • Research background of dispute, based on customer outline
   • Check records thoroughly for verification of all case material
   • Correctly identify type of dispute and resolve in accordance with organisational policy and procedures

Performance Evidence

Evidence of the ability to:

comply with appropriate legislation

follow organisational credit policy and guidelines relating to account control and monitoring practice

liaise with others to clarify information for basic credit accounts

deal with and resolve disputes that comply with legislative requirements and organisational guidelines

use data entry and recording systems to maintain and monitor customer accounts and records.

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:

describe organisational credit management protocols and processes

explain organisational policy on handling complaints and dispute resolution

explain the compliance requirements of the credit management sector and identify related legislation.

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