ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Establish and maintain customer credit accounts and services

1.1

Lines of credit and other credit facilities are established and communicated to customers

1.2

Customer payment schedules are monitored

1.3

Debtors are regularly identified and listed to initiate follow-up action

1.4

Debt recovery procedures are initiated and if unsuccessful, approval is sought to write off bad debts

2

Maintain customer information system

2.1

Status of credit accounts is conveyed to customers on a regular basis

2.2

Statistical returns are prepared displaying actual against anticipated performance

2.3

Database information regarding products and services sales on credit is maintained

2.4

Customer queries are dealt with promptly and courteously

2.5

Security of database and data integrity is maintained

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

adapting to differences in equipment in accordance with operating procedures

applying relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

modifying activities depending on operational contingencies, risk situations and environments

monitoring and prioritising work activities in terms of planned schedule

reading, interpreting and following relevant instructions, procedures and signs

reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures

selecting and using relevant computer, communications and office equipment

working collaboratively with others

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

Australian and international codes and regulations relevant to freight services, including the Australian Dangerous Goods (ADG) Code and relevant bond, quarantine or other legislative requirements

documentation requirements for maintaining customer credit accounts and services

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

methods of payment including letters of credit, cheques, promissory notes, bank drafts

operational work systems, equipment, management and site operating systems for maintaining customer credit accounts and services

problems that may occur and appropriate action that can be taken to resolve these problems

workplace procedures and policies for maintaining customer credit accounts and services.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment include:

a range of relevant exercises, case studies and/or simulations

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.