Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Receivingcustomer enquiry may include:
direct contact with customer
escalated enquiry
referred contact with customer
written enquiry by letter, email or facsimile.
Hardship programsmay include:
agreed position to avoid severance of service
extended payment arrangements
financial and budgeting counselling or advice
reduced payment arrangements
referral to financial counsellors.
Relevant legislation, codes, regulations and standardsmay include:
credit and finance Acts
Consumer Credit Code
equal employment opportunity and antidiscrimination legislation
freedom of information
industry-specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act/Competition and Consumer Act
Payment optionsmay include:
consideration of future payments due
extended payment due date
postponed payment
reasonable payment up front and extended terms
reduced payments over extended term.
Service or product cancellationmay include:
recall of product or equipment
termination of service, such as electricity or mobile phone service.
Credit-management proceduresmay include:
call-handling processes
escalation processes
financial delegation and authorisation limits
hardship policies
internally developed guidelines
referral to specialist groups.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
develop options for meeting customer default enquiry
appropriately escalate contact issues
successfully negotiate with customer, including payment arrangements
implement an appropriate and timely debt-recovery process
demonstrate 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
information on relevant legislation, regulations, codes of practice and standards
information on organisational policies and standard operating procedures
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 onthejob performance by the candidate
oral and/or written questioning to assess knowledge of organisational procedures, and legislative and regulatory requirements, including hardship programs, escalation process, and financial delegations and authorisation limits
review of internal and external customer 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:
BSBCCO301B Use multiple information systems
BSBCUS301B Deliver and monitor a service to customers.