Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCUE306 Mapping and Delivery Guide
Process complex accounts

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency BSBCUE306 - Process complex accounts
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to handle difficult engagements relating to customer billing and customer accounting, primarily where the customer is defaulting. It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgment and relevant theoretical knowledge, and who may provide technical advice and support to a team.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Receive and review a customer default enquiry or case
  • Receive and review customer enquiry to identify details of case
  • Obtain additional information to assist in resolving case
  • Review options to resolve case with other staff members, where appropriate
  • Obtain specialist and team member advice, and escalate where necessary
  • Consider eligibility for hardship program
  • Observe relevant legislation, codes, regulations and standards
  • Develop initial advice to be given to customer
       
Element: Negotiate payment with defaulting customers
  • Consult with customer on suggested course of action and options
  • Assess customer response to consultation
  • Develop realistic settlement options giving consideration to policy, customer response and payment history
  • Offer and agree on a payment option with customer according to organisational policy
  • Record revised payment options as agreed with customer and according to organisational procedures
       
Element: Advise defaulting customers of cancellation
  • Advise defaulting customers of service or product cancellation
  • Negotiate successful product return with customer where appropriate
  • Explain debt-recovery process to customer
  • Initiate debt-recovery process
       
Element: Manage default actions
  • Follow up payment, debt recovery or product return to ensure completion of case
  • Amend customer records according to organisational procedures
  • Follow organisational default and credit-management procedures
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Receive and review a customer default enquiry or case

1.1 Receive and review customer enquiry to identify details of case

1.2 Obtain additional information to assist in resolving case

1.3 Review options to resolve case with other staff members, where appropriate

1.4 Obtain specialist and team member advice, and escalate where necessary

1.5 Consider eligibility for hardship program

1.6 Observe relevant legislation, codes, regulations and standards

1.7 Develop initial advice to be given to customer

2 Negotiate payment with defaulting customers

2.1 Consult with customer on suggested course of action and options

2.2 Assess customer response to consultation

2.3 Develop realistic settlement options giving consideration to policy, customer response and payment history

2.4 Offer and agree on a payment option with customer according to organisational policy

2.5 Record revised payment options as agreed with customer and according to organisational procedures

3 Advise defaulting customers of cancellation

3.1 Advise defaulting customers of service or product cancellation

3.2 Negotiate successful product return with customer where appropriate

3.3 Explain debt-recovery process to customer

3.4 Initiate debt-recovery process

4 Manage default actions

4.1 Follow up payment, debt recovery or product return to ensure completion of case

4.2 Amend customer records according to organisational procedures

4.3 Follow organisational default and credit-management procedures


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Receive and review a customer default enquiry or case

1.1 Receive and review customer enquiry to identify details of case

1.2 Obtain additional information to assist in resolving case

1.3 Review options to resolve case with other staff members, where appropriate

1.4 Obtain specialist and team member advice, and escalate where necessary

1.5 Consider eligibility for hardship program

1.6 Observe relevant legislation, codes, regulations and standards

1.7 Develop initial advice to be given to customer

2 Negotiate payment with defaulting customers

2.1 Consult with customer on suggested course of action and options

2.2 Assess customer response to consultation

2.3 Develop realistic settlement options giving consideration to policy, customer response and payment history

2.4 Offer and agree on a payment option with customer according to organisational policy

2.5 Record revised payment options as agreed with customer and according to organisational procedures

3 Advise defaulting customers of cancellation

3.1 Advise defaulting customers of service or product cancellation

3.2 Negotiate successful product return with customer where appropriate

3.3 Explain debt-recovery process to customer

3.4 Initiate debt-recovery process

4 Manage default actions

4.1 Follow up payment, debt recovery or product return to ensure completion of case

4.2 Amend customer records according to organisational procedures

4.3 Follow organisational default and credit-management procedures

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Receive and review customer enquiry to identify details of case 
Obtain additional information to assist in resolving case 
Review options to resolve case with other staff members, where appropriate 
Obtain specialist and team member advice, and escalate where necessary 
Consider eligibility for hardship program 
Observe relevant legislation, codes, regulations and standards 
Develop initial advice to be given to customer 
Consult with customer on suggested course of action and options 
Assess customer response to consultation 
Develop realistic settlement options giving consideration to policy, customer response and payment history 
Offer and agree on a payment option with customer according to organisational policy 
Record revised payment options as agreed with customer and according to organisational procedures 
Advise defaulting customers of service or product cancellation 
Negotiate successful product return with customer where appropriate 
Explain debt-recovery process to customer 
Initiate debt-recovery process 
Follow up payment, debt recovery or product return to ensure completion of case 
Amend customer records according to organisational procedures 
Follow organisational default and credit-management procedures 

Forms

Assessment Cover Sheet

BSBCUE306 - Process complex accounts
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

BSBCUE306 - Process complex accounts

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: