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

FNSCRD405 Mapping and Delivery Guide
Manage overdue customer accounts

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSCRD405 - Manage overdue customer accounts
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to identify customer accounts which have outstanding payments and negotiate agreements that are monitored for compliance or further action. It applies to individuals who may use a range of organisational and negotiation skills to plan, manage and monitor their work. This unit may be adapted to meet a range of debt recovery and debt management job roles. Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the credit management field of work and include access to:

common office equipment, technology and consumables

credit product information

relevant software systems and data

organisational policy and procedures for payment recovery.

Assessors must satisfy NVR/AQTF assessor requirements.

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: Identify customers requiring collection activity
  • Monitor organisational reporting system regularly for possible overdue accounts
  • Access relevant customer information and retrieve records
  • Review overdue accounts and customer credit histories in accordance with organisational policy and procedures, and relevant legislation
       
Element: Establish contact with customers and attempt to resolve outstanding payment matters
  • Determine proposed communication with customers to collect outstanding payments
  • Obtain approval to initiate communication with customers from authorised personnel in the organisation and inform other relevant external parties
  • Establish rapport with customers and ensure all communication complies with relevant legislation and organisational policy and procedures
  • Advise purpose of contact clearly and comprehensively to customers in accordance with legislative requirements
       
Element: Negotiate resolution of outstanding payments
  • Advise customers of possibility of legal action and any other implications if outstanding payments are not resolved
  • Use appropriate techniques to achieve resolution and record negotiation outcomes accurately
  • Schedule further action to be undertaken in relation to outstanding payment matters
       
Element: Monitor agreements to ensure adherence
  • Review accounts regularly to ensure that payments are received in accordance with negotiated arrangements
  • Address breaches of agreements in accordance with organisational policy and procedures, and legislative requirements
  • Refer outstanding payment matters to appropriate personnel as required
       


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. Identify customers requiring collection activity

1.1 Monitor organisational reporting system regularly for possible overdue accounts

1.2 Access relevant customer information and retrieve records

1.3 Review overdue accounts and customer credit histories in accordance with organisational policy and procedures, and relevant legislation

2. Establish contact with customers and attempt to resolve outstanding payment matters

2.1 Determine proposed communication with customers to collect outstanding payments

2.2 Obtain approval to initiate communication with customers from authorised personnel in the organisation and inform other relevant external parties

2.3 Establish rapport with customers and ensure all communication complies with relevant legislation and organisational policy and procedures

2.4 Advise purpose of contact clearly and comprehensively to customers in accordance with legislative requirements

3. Negotiate resolution of outstanding payments

3.1 Advise customers of possibility of legal action and any other implications if outstanding payments are not resolved

3.2 Use appropriate techniques to achieve resolution and record negotiation outcomes accurately

3.3 Schedule further action to be undertaken in relation to outstanding payment matters

4. Monitor agreements to ensure adherence

4.1 Review accounts regularly to ensure that payments are received in accordance with negotiated arrangements

4.2 Address breaches of agreements in accordance with organisational policy and procedures, and legislative requirements

4.3 Refer outstanding payment matters to appropriate personnel as required

Evidence of the ability to:

follow organisational procedures and policy for identifying overdue accounts and collecting outstanding payments

communicate effectively with customers, explaining the implications of overdue accounts and alternative payment arrangement options following organisational guidelines and legislative requirements

apply effective negotiation skills to resolve customer outstanding payment matters

use the data entry and reporting system correctly to identify and monitor overdue accounts.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

identify and explain organisational policy changes that reflect current developments in the credit management sector

explain the key steps or actions in legal debt recovery processes

explain relevant legislative requirements of overdue account review and management

outline a range of negotiation techniques that can be used in managing overdue customer accounts.

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. Identify customers requiring collection activity

1.1 Monitor organisational reporting system regularly for possible overdue accounts

1.2 Access relevant customer information and retrieve records

1.3 Review overdue accounts and customer credit histories in accordance with organisational policy and procedures, and relevant legislation

2. Establish contact with customers and attempt to resolve outstanding payment matters

2.1 Determine proposed communication with customers to collect outstanding payments

2.2 Obtain approval to initiate communication with customers from authorised personnel in the organisation and inform other relevant external parties

2.3 Establish rapport with customers and ensure all communication complies with relevant legislation and organisational policy and procedures

2.4 Advise purpose of contact clearly and comprehensively to customers in accordance with legislative requirements

3. Negotiate resolution of outstanding payments

3.1 Advise customers of possibility of legal action and any other implications if outstanding payments are not resolved

3.2 Use appropriate techniques to achieve resolution and record negotiation outcomes accurately

3.3 Schedule further action to be undertaken in relation to outstanding payment matters

4. Monitor agreements to ensure adherence

4.1 Review accounts regularly to ensure that payments are received in accordance with negotiated arrangements

4.2 Address breaches of agreements in accordance with organisational policy and procedures, and legislative requirements

4.3 Refer outstanding payment matters to appropriate personnel as required

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
Monitor organisational reporting system regularly for possible overdue accounts 
Access relevant customer information and retrieve records 
Review overdue accounts and customer credit histories in accordance with organisational policy and procedures, and relevant legislation 
Determine proposed communication with customers to collect outstanding payments 
Obtain approval to initiate communication with customers from authorised personnel in the organisation and inform other relevant external parties 
Establish rapport with customers and ensure all communication complies with relevant legislation and organisational policy and procedures 
Advise purpose of contact clearly and comprehensively to customers in accordance with legislative requirements 
Advise customers of possibility of legal action and any other implications if outstanding payments are not resolved 
Use appropriate techniques to achieve resolution and record negotiation outcomes accurately 
Schedule further action to be undertaken in relation to outstanding payment matters 
Review accounts regularly to ensure that payments are received in accordance with negotiated arrangements 
Address breaches of agreements in accordance with organisational policy and procedures, and legislative requirements 
Refer outstanding payment matters to appropriate personnel as required 

Forms

Assessment Cover Sheet

FNSCRD405 - Manage overdue customer 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

FNSCRD405 - Manage overdue customer 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: