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Elements and Performance Criteria

  1. Confirm trading terms and process payments.
  2. Establish customer debt and credit levels.
  3. Implement debt recovery processes.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

use business technology and systems to:

check and confirm current credit level and trading terms and complete routine debt recovery processing for four different customers

process customer payments in three different forms

follow correct procedure for reporting breaches of customer credit limits and trading terms for three different situations

provide clear and accurate payment information to four different customers.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

debtor processes:

use and storage of customer account information

establishing customer needs and trading terms

identifying credit levels, trading terms and payment status

checking debit history for a customer

administering and processing debtor accounts

different forms of payment

processing and debt recovery

identifying bad debts

confirming debt payment terms and procedures

debt recovery and financial governance

use of technology:

privacy, confidentiality and security provisions affecting data storage, communication of information and access to technology

internal communication:

management structure and communication relationships

approval processes

referring enquiries to more senior colleagues

external communication:

standards for customer interaction

key aspects of legislation that impact routine debt collection tasks, including:

application of Goods and Services Tax (GST)

Australian Competition and Consumer Commission (ACCC) provisions

Australian Consumer Law

privacy legislation

interpersonal communication techniques:

active listening and questioning

communication methods which convey information clearly and concisely.