Application
This unit describes the skills and knowledge required to determine the nature and extent of account deficits, select payment methods, and monitor and control accounts appropriately.
It applies to individuals who have responsibility at assistant level in basic credit account management and customer service operations.
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.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Collect and record monies due | 1.1 Determine status of debt in accordance with organisational policy and guidelines, and legislative requirements 1.2 Record and monitor transactions on account accurately according to organisational policy and guidelines 1.3 Maintain customer contact records accurately |
2. Review compliance with terms and conditions | 2.1 Correctly identify customers in breach of terms and conditions in accordance with organisational guidelines 2.2 Contact customers promptly and courteously to bring account within terms |
3. Resolve disputed amounts within predetermined parameters | 3.1 Research background of dispute, based on customer outline 3.2 Check records thoroughly for verification of all case material 3.3 Correctly identify type of dispute and resolve in accordance with organisational policy and procedures |
Evidence of Performance
Evidence of the ability to:
comply with appropriate legislation
follow organisational credit policy and guidelines relating to account control and monitoring practice
liaise with others to clarify information for basic credit accounts
deal with and resolve disputes that comply with legislative requirements and organisational guidelines
use data entry and recording systems to maintain and monitor customer accounts and records.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
describe organisational credit management protocols and processes
explain organisational policy on handling complaints and dispute resolution
explain the compliance requirements of the credit management sector and identify related legislation.
Assessment Conditions
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.
Assessors must satisfy NVR/AQTF assessor requirements.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 2.1, 3.1, 3.2, 3.3 | Reviews and interprets text to identify and verify relevant information |
Writing | 1.1,1.2, 1.3 | Uses relevant technical and specialist vocabulary to document and maintain textual and numerical information |
Oral Communication | 2.2, 3.1 | Engages in negotiations using structure and register appropriate to gathering and providing information Uses clear and direct language to convey requirements, and careful listening and questioning techniques to elicit and clarify the viewpoints of others |
Numeracy | 1.1-1.3, 2.1, 3.1, 3.2 | Performs calculations to establish default credit levels and monitors and reviews numerical data for accuracy and compliance |
Navigate the world of work | 1.1, 1.2, 3.3 | Takes personal responsibility for following explicit and implicit policies, procedures and legislative requirements Identifies and acts on issues that contravene relevant policies, procedures and legal requirements |
Interact with others | 2.1 | Uses a range of strategies and reads verbal and non-verbal signals to establish a sense of connection and build rapport with customers and workmates Recognises behaviours and triggers that contribute to conflict and implements strategies to moderate conflict |
Get the work done | 1.2, 1.3, 2.1, 3.2, 3.3 | Makes low-impact decisions within familiar situations, based on a range of predefined or routine solutions, and evaluates the effectiveness of the outcome Plans and implements routine tasks and workload, making limited decisions on sequencing, timing and collaboration, and seeks assistance in setting priorities Uses the main features and functions of digital tools to complete work tasks |
Sectors
Credit management