Unit of competency Outline

Date retreived
22/07/2026 9:09 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.

Manage overdue customer accounts

Manage overdue customer accounts

Unit of competency
National Code
FNSCRD415
State Code
OEC96
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
15/06/2022
View on TGA
State Implementation and Classification
Approved Date
07/12/2022
Field of Education
081101 - Banking And Finance
Original Release Date
07/12/2022
Nominal Hours
25
Description
This unit describes the skills and knowledge required to identify customer accounts that have outstanding payments, and establish agreements that are monitored for compliance or further action.The unit applies to individuals who use a range of organisational and communication skills to plan, manage and monitor their work. This unit may be adapted to meet a range of debt recovery and debt management job roles.Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Users are advised to check with the relevant state and territory regulatory authorities to confirm those requirements.
Notes
Elements and Performance Criteria
1. Identify customers requiring collection activity
  • 1.1 Establish and apply process for regularly monitoring organisational reporting system for possible overdue accounts
  • 1.2 Access relevant customer information and retrieve records
  • 1.3 Review overdue accounts and customer credit histories according to organisational policies and procedures, and relevant legislation
2. Establish contact with customers
  • 2.1 Determine appropriate communication with customers to collect outstanding payments according to organisational policies and procedures
  • 2.2 Obtain approval to initiate communication with customers from authorised personnel in the organisation and inform other relevant external parties
  • 2.3 Establish rapport with customers and ensure all communication complies with relevant legislation and organisational policies and procedures
  • 2.4 Advise purpose of contact clearly and comprehensively to customers according to legislative requirements
3. Implement process for resolution of outstanding payments
  • 3.1 Advise customers of possibility of legal action and any other implications if outstanding payments are not resolved
  • 3.2 Use appropriate techniques to achieve resolution and record conversation outcomes
  • 3.3 Determine and schedule further action to be undertaken in relation to outstanding payment matters
4. Monitor agreements and confirm adherence
  • 4.1 Establish process for regularly reviewing identified accounts and ensuring that payments are received according to agreed arrangements
  • 4.2 Address breaches of agreements according to organisational policies and procedures, and legislative requirements
  • 4.3 Refer outstanding payment matters to appropriate personnel as required
No information
No information
Replaces
State Code National Code Title Type
AUX09 FNSCRD405 Manage overdue customer accounts Unit of competency