Certificate III in Mercantile Agents

This qualification is designed for job roles in the mercantile agents sector of the financial services industry.


12 units must be achieved:

8 core units

plus4 elective units

2 elective units must be selected from the elective units listed below.

The remaining 2 elective units may be selected from the elective units listed any endorsed Training Package or accredited course. Elective units may be selected from a Certificate III or Certificate IV qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units of competency:

add topic FNSCUS402A Resolve disputes

add topic FNSINC301A Work effectively in the financial services industry

add topic FNSMCA301A Collect debts

add topic FNSMCA303A Serve legal process

add topic FNSMCA304A Locate subjects

add topic BSBFIA301A Maintain financial records

add topic BSBFIA401A Prepare financial reports

add topic BSBWOR204A Use business technology

Elective units of competency:


add topic FNSMCA401A Develop and document case recommendations

add topic FNSMCA402A Initiate legal recovery of debts

Process Serving and Repossession

add topic FNSMCA302A Repossess property


add topic BSBCMM301A Process customer complaints

add topic BSBCOM402B Implement processes for the management of a breach in compliance requirements

add topic BSBOHS201A Participate in OHS processes

add topic BSBPMG407A Apply risk management techniques

add topic FNSINC401A Apply principles of professional practice to work in the financial services industry


    This qualification has three employment pathways for typical operational environments of mercantile agents. These cover:


    process serving


    The primary pathway from this qualification is entry level employment in the mercantile agent sector. Broader credit management learning building on this qualification such as Certificate IV in Credit management would support career progression.

Entry Requirements

Not applicable.

Licensing Information

Not applicable.

Employability Skills

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill

Industry/enterprise requirements for this qualification include:


developing and writing reports to specifications

using effective high level written and oral skills to negotiate resolutions

using persuasive techniques and sound telephone techniques to achieve a satisfactory outcome for clients


building rapport and trust with clients and liaising and cooperating with a wide range of persons

clarifying with others tasks to be completed

working with third party personnel to recover debts

Problem solving

applying investigative skills to collect information, conduct searches and locate defaulters

determining appropriate cost-effective recovery strategies

using modelling tools to test assumptions against a variety of scenarios

Initiative and enterprise

applying investigative skills to collect information, conduct searches and locate defaulters

determining appropriate cost-effective recovery strategies

using modelling tools to test assumptions against a variety of scenarios

Planning and organising

contributing to the planning process by researching, analysing and validating information relating to debts

developing and maintaining systems, records and reporting procedures

maintaining files, managing information, and scheduling and coordinating competing tasks


managing own time and priorities and dealing with contingencies

taking responsibility as required by work role and ensuring all organisational policies and procedures are followed

taking personal responsibility for complying with legal obligations

working within the legal, ethical and security considerations of the job role


acquiring and applying knowledge of legislation and legal procedures

applying learning to develop improved practices

asking questions to clarify instructions

developing and maintaining professional competency

maintaining detailed field notes to reflect on approaches taken in resolving disputes

using online help and manuals to solve basic technology problems


using computer systems for research, store information and to generate reports

using electronic communication devices and processes (e.g.internet, email) to produce written correspondence and reports

using common business office equipment and monitoring its use and maintenance