NTISthis.com

Evidence Guide: BSBCUE306 - Process complex accounts

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBCUE306 - Process complex accounts

What evidence can you provide to prove your understanding of each of the following citeria?

Receive and review a customer default enquiry or case

  1. Receive and review customer enquiry to identify details of case
  2. Obtain additional information to assist in resolving case
  3. Review options to resolve case with other staff members, where appropriate
  4. Obtain specialist and team member advice, and escalate where necessary
  5. Consider eligibility for hardship program
  6. Observe relevant legislation, codes, regulations and standards
  7. Develop initial advice to be given to customer
Receive and review customer enquiry to identify details of case

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Obtain additional information to assist in resolving case

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Review options to resolve case with other staff members, where appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Obtain specialist and team member advice, and escalate where necessary

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Consider eligibility for hardship program

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Observe relevant legislation, codes, regulations and standards

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop initial advice to be given to customer

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Negotiate payment with defaulting customers

  1. Consult with customer on suggested course of action and options
  2. Assess customer response to consultation
  3. Develop realistic settlement options giving consideration to policy, customer response and payment history
  4. Offer and agree on a payment option with customer according to organisational policy
  5. Record revised payment options as agreed with customer and according to organisational procedures
Consult with customer on suggested course of action and options

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assess customer response to consultation

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop realistic settlement options giving consideration to policy, customer response and payment history

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Offer and agree on a payment option with customer according to organisational policy

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Record revised payment options as agreed with customer and according to organisational procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Advise defaulting customers of cancellation

  1. Advise defaulting customers of service or product cancellation
  2. Negotiate successful product return with customer where appropriate
  3. Explain debt-recovery process to customer
  4. Initiate debt-recovery process
Advise defaulting customers of service or product cancellation

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Negotiate successful product return with customer where appropriate

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Explain debt-recovery process to customer

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Initiate debt-recovery process

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Manage default actions

  1. Follow up payment, debt recovery or product return to ensure completion of case
  2. Amend customer records according to organisational procedures
  3. Follow organisational default and credit-management procedures
Follow up payment, debt recovery or product return to ensure completion of case

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Amend customer records according to organisational procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Follow organisational default and credit-management procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

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 suggested course of action and options

2.2 Assess customer response to 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 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 and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

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 suggested course of action and options

2.2 Assess customer response to 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 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