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
What evidence can you provide to prove your understanding of each of the following citeria?
Receive and review a customer default enquiry or case
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Receive and review customer enquiry to identify details of case Completed |
Evidence:
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Obtain additional information to assist in resolving case Completed |
Evidence:
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Review options to resolve case with other staff members, where appropriate Completed |
Evidence:
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Obtain specialist and team member advice, and escalate where necessary Completed |
Evidence:
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Consider eligibility for hardship program Completed |
Evidence:
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Observe relevant legislation, codes, regulations and standards Completed |
Evidence:
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Develop initial advice to be given to customer Completed |
Evidence:
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Negotiate payment with defaulting customers
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Consult with customer on suggested course of action and options Completed |
Evidence:
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Assess customer response to consultation Completed |
Evidence:
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Develop realistic settlement options giving consideration to policy, customer response and payment history Completed |
Evidence:
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Offer and agree on a payment option with customer according to organisational policy Completed |
Evidence:
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Record revised payment options as agreed with customer and according to organisational procedures Completed |
Evidence:
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Advise defaulting customers of cancellation
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Advise defaulting customers of service or product cancellation Completed |
Evidence:
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Negotiate successful product return with customer where appropriate Completed |
Evidence:
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Explain debt-recovery process to customer Completed |
Evidence:
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Initiate debt-recovery process Completed |
Evidence:
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Manage default actions
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Follow up payment, debt recovery or product return to ensure completion of case Completed |
Evidence:
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Amend customer records according to organisational procedures Completed |
Evidence:
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Follow organisational default and credit-management procedures Completed |
Evidence:
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