Unit of competency Outline

Date retreived
22/07/2026 3:25 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Process complex accounts

Process complex accounts

Unit of competency
National Code
BSBCCO306A
State Code
D0615
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
10/03/2009
View on TGA
State Implementation and Classification
Approved Date
15/07/2008
Field of Education
080501 - Sales
Original Release Date
15/07/2008
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to handle difficult contacts relating to customer billing and customer accounting, primarily where the customer is defaulting. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
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 advice or 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
  • 1.8. Consult with customer on the suggested course of action and options
  • 1.9. Assess customer response to the consultation
2. Negotiate payment with defaulting customers
  • 2.1. Develop realistic settlement options giving consideration to policy, customer response and payment history
  • 2.2. Offer and agree on a payment option with the customer in accordance with organisational policy
  • 2.3. Record revised payment options as agreed with customer and in accordance with 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. Clearly 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 in accordance with enterprise procedures
  • 4.3. Follow enterprise default and credit management procedures
direct contact with customer
escalated enquiry
referred contact with customer
written enquiry (letter, email or facsimile)

agreed position to avoid severance of service
extended payment arrangements
financial and budgeting counselling or advice
reduced payment arrangements
referral to financial counsellors

credit and finance acts
Consumer Credit Code
equal employment opportunity and anti-discrimination legislation
Freedom of Information
industry specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act

consideration of future payments due
extended payment due date
postponed payment
reasonable payment up front and extended terms
reduced payments over extended term

recall of product or equipment
termination of service (e.g. electricity, mobile phone service)

call handling processes
escalation process
financial delegation and authorisation limits
hardship policies
internally developed guidelines
referral to specialist group

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

development of options for meeting enquiry
support for escalating staff member
successful negotiation with customer
negotiation of payment arrangements
appropriate, efficient and timely debt recovery process
knowledge of legislative, regulatory and industry code requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information, reporting and data
access to information on relevant legislation, regulations, codes of practice and standards
access to information on organisational policies and standard operating procedures
access to financial delegations and authorisation limits.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
oral and/or written questioning to assess knowledge of organisational procedures, legislative and regulatory requirements including hardship programs, escalation process and financial delegations/limits
review of customer (internal and external) feedback
direct observation during contact
review of documentation including related work requests
review of quality assurance and performance management feedback.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBCCO301A Use multiple information systems
BSBCUS301A Deliver and monitor a service to customers.

Replaces
State Code National Code Title Type
C5407 ICTCC361A Process complex accounts, service severance and defaults Unit of competency
Replaced By
State Code National Code Title Type
S8047 BSBCCO306B Process complex accounts Unit of competency
State Code National Code Title Type
D131 BSB20207 Certificate II in Customer Contact Qualification
D133 BSB30207 Certificate III in Customer Contact Qualification