Unit of competency Outline

Date retreived
23/07/2026 7:23 AM AWST

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Process complex accounts

Process complex accounts

Unit of competency
National Code
BSBCUE306
State Code
AUM28
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080501 - Sales
Original Release Date
15/09/2015
Nominal Hours
40
Description
This unit describes the skills and knowledge required to handle difficult engagements relating to customer billing and customer accounting, primarily where the customer is defaulting. It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgment and relevant theoretical knowledge, and who may provide technical advice and support to a team.No licensing, legislative or certification requirements apply to this unit at the time of publication.
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 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
No information
No information
Replaces
State Code National Code Title Type
S8047 BSBCCO306B Process complex accounts Unit of competency
Replaced By
State Code National Code Title Type
OCD55 BSBFIN301 Process financial transactions Unit of competency
State Code National Code Title Type
AVS6 BSB30215 Certificate III in Customer Engagement Qualification
BAM1 FWP30616 Certificate III in Timber Merchandising Qualification