This unit applies in customer contact environments where the contact involves dealing with defaulting customers facing severance of services or challenges relating to payment of bills.
This work is undertaken under supervision and guidance.
Not applicable.
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 the suggested course of action and options 2.2 Assess customer response to the 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 the 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 |
Required skills
communication skills to:
articulate information and advice across all media
deal effectively with internal and external customers in a range of situations
use active listening and questioning to pick up and explore subtle comments or tones that may help understand or resolve the issue
customer service skills to negotiate mutually acceptable outcomes with defaulting customers
negotiation skills to get a positive result to a difficult situation or contact
numeracy skills to analyse, understand and manipulate data as required during contact
problem
self
comply with policies and procedures
seek learning and development opportunities
work in a team environment.
Required knowledge
conflict resolution and negotiation techniques to facilitate effective resolution of customer service issues
customer service protocols
escalation processes
legislative, regulatory and industry code requirements relating to account requirements
organisational billing and credit procedures
organisational financial delegations and authorisation limits
product and service charges
risk assessment and management principles
stress-management techniques to avoid burnout and personal pressure.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the ability to: develop options for meeting customer default enquiry appropriately escalate contact issues successfully negotiate with customer, including payment arrangements implement an appropriate and timely debt-recovery process demonstrate knowledge of legislative, regulatory and industry code requirements. |
Context of and specific resources for assessment | Assessment must ensure access to: workplace information, reporting and data information on relevant legislation, regulations, codes of practice and standards information on organisational policies and standard operating procedures financial delegations and authorisation limits. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with review of portfolios of evidence and third-party workplace reports of on oral and/or written questioning to assess knowledge of organisational procedures, and legislative and regulatory requirements, including hardship programs, escalation process, and financial delegations and authorisation limits review of internal and external customer feedback direct observation during contact review of documentation, including related work requests review of quality assurance and performance management feedback. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO301B Use multiple information systems BSBCUS301B Deliver and monitor a service to customers. |
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Receiving | direct contact with customer escalated enquiry referred contact with customer written enquiry by letter, email or facsimile. |
Hardship programs | agreed position to avoid severance of service extended payment arrangements financial and budgeting counselling or advice reduced payment arrangements referral to financial counsellors. |
Relevant legislation, codes, regulations and standards | credit and finance Acts Consumer Credit Code equal employment opportunity and anti freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act |
Payment options | consideration of future payments due extended payment due date postponed payment reasonable payment up front and extended terms reduced payments over extended term. |
Service or product cancellation | recall of product or equipment termination of service, such as electricity or mobile phone service. |
Credit-management procedures | call-handling processes escalation processes financial delegation and authorisation limits hardship policies internally developed guidelines referral to specialist groups. |
Stakeholder relations – contact centre operations
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.