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

TLIQ1007B Mapping and Delivery Guide
Maintain customer credit accounts and services

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency TLIQ1007B - Maintain customer credit accounts and services
Description This unit involves the skills and knowledge required to maintain customer credit accounts and services in accordance with workplace requirements, including establishing and maintaining customer credit accounts and services, and maintaining a customer information system.
Employability Skills The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary of the qualification in which this competency is packaged will assist in identifying employability skill requirements.
Learning Outcomes and Application Work must be carried out in compliance with the relevant regulations and workplace requirements concerning the maintenance of customer credit accounts and services.Work is performed under some supervision generally within a team environment. It involves the application of workplace procedures and regulatory requirements to the maintenance of customer credit accounts and services as part of work activities in the transport, distribution and/or allied industries.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
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: Establish and maintain customer credit accounts and services
  • Lines of credit and other credit facilities are established and communicated to customers
  • Payment schedules by customers are monitored
  • Debtors are regularly identified and listed to initiate follow-up action
  • Debt recovery procedures are initiated and if unsuccessful approval is sought to write off bad debts
       
Element: Maintain customer information system
  • Status of credit accounts is conveyed to customers on a regular basis.
  • Statistical returns displaying actual against anticipated performance are prepared
  • Database information regarding products and services sales on credit is maintained
  • Customer queries are dealt with promptly and courteously
  • Security of database and data integrity is maintained
       


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.

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, and/or

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 and/or equipment, and/or

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 written/oral tests

Practical assessment must occur:

through appropriately simulated activities at the registered training organisation, and/or

in an appropriate range of situations in the workplace


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.

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 OH&S 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 and/or 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 communication/office equipment

Adapt to differences in equipment in accordance with standard operating procedures

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Work may be conducted:

in a range of work environments

by day or night

Customers may be:

internal or external

Workplaces may comprise:

large, medium or small worksites

Customers include:

all other rail and freight authorities

private businesses

government bodies

members of the public as well as internal customers

Equipment used may include:

computer

intercom system

facsimile machine

calculator

telephone

answering machine

photocopier

Consultative processes may involve:

other employees and supervisors

current and potential customers

suppliers, customers and clients

relevant authorities and institutions

management and union representatives

industrial relations and OH&S specialists

Communication in the work area may include:

phone

electronic data interchange (EDI)

fax

email

internet

RF systems

oral, aural or signed communications

Personal protective equipment may include:

gloves

safety headwear and footwear

safety glasses

two-way radios

high visibility clothing

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

company procedures

enterprise procedures

organisational procedures

established procedures

Information/documents may include:

codes of practice and regulations concerning the operation of credit accounts and services

customer requests and works orders

workplace procedures and policies including accounting procedures, credit approval procedures, office organisation procedures, record keeping, credit limits, and levels of credit authority

operations manuals, job specifications and induction documentation

manufacturers specifications for office equipment

documentation and forms used for credit services

supplier and/or client instructions

award, enterprise bargaining agreement, other industrial arrangements

relevant Australian standards and certification requirements

quality assurance procedures

emergency procedures

Applicable regulations and legislation may include:

relevant codes and regulations for the provision of credit services

privacy legislation

conditions of credit extension policies and related government legislation

audit and financial legislation

relevant state/territory OH&S and environmental protection legislation

workplace relations regulations

workers compensation regulations

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
Lines of credit and other credit facilities are established and communicated to customers 
Payment schedules by customers are monitored 
Debtors are regularly identified and listed to initiate follow-up action 
Debt recovery procedures are initiated and if unsuccessful approval is sought to write off bad debts 
Status of credit accounts is conveyed to customers on a regular basis. 
Statistical returns displaying actual against anticipated performance are prepared 
Database information regarding products and services sales on credit is maintained 
Customer queries are dealt with promptly and courteously 
Security of database and data integrity is maintained 

Forms

Assessment Cover Sheet

TLIQ1007B - Maintain customer credit accounts and services
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

TLIQ1007B - Maintain customer credit accounts and services

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: