Process complex accounts

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBCUE306, 'Process complex accounts'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Process complex accounts' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and 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