REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit

Required knowledge

Australian and international codes and regulations relevant to freight services including the Australian Dangerous Goods Code and relevant bond quarantine or other legislative requirements

Relevant OHampS and environmental protection procedures and guidelines

Workplace procedures and policies for the maintenance of customer credit accounts and services

Focus of operation of work systems equipment management and site operating systems for the maintenance of customer credit accounts and services

Problems that may occur when maintaining customer credit accounts and services and appropriate action that can be taken to resolve the problems

Information on relevant aspects of credit services including credit services offered by the workplace credit account systems credit ratings and limits and credit approval policies and procedures

Documentation requirements for the maintenance of customer credit accounts and services

Instruments of payment including letters of credit cheques promissory notes bank drafts etc

Required skills

Communicate negotiate and liaise effectively with others when maintaining customer credit accounts and services

Read and interpret instructions procedures and information relevant to the maintenance of customer credit accounts and services

Interpret and follow operational instructions and prioritise work

Complete documentation related to the maintenance of customer credit accounts and services

Work collaboratively with others when maintaining customer credit accounts and services

Adapt appropriately to cultural differences in the workplace including modes of behaviour and interactions with others

Promptly report andor rectify any identified problems that may arise when maintaining customer credit accounts and services in accordance with regulatory requirements and workplace procedures

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies risk situations and environments

Work systematically with required attention to detail without injury to self or others or damage to goods or equipment

Select and use relevant computer and communicationoffice equipment

Adapt to differences in equipment in accordance with standard operating procedures

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required knowledge and skills the range statement and the assessment guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies and other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials andor equipment andor

applicable documentation including workplace procedures regulations codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through appropriately simulated activities at the registered training organisation andor

in an appropriate range of situations in the workplace

Work may be conducted:

Customers may be:

Workplaces may comprise:

Customers include:

Equipment used may include:

Consultative processes may involve:

Communication in the work area may include:

Personal protective equipment may include:

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

Information/documents may include:

Applicable regulations and legislation may include: