Assessor Resource

BSBCCO306A
Process complex accounts

Assessment tool

Version 1.0
Issue Date: May 2024


This unit is applied in any customer contact environment where the contact involves dealing with defaulting customers facing severance of services or challenges relating to payment of bills.

Competence in this unit requires excellent customer service skills and acceptable overall outcomes for the business and the customer.

This work is undertaken under supervision and guidance.

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.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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 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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

active listening and questioning skills to pick up and explore subtle comments or tones which may help understand or resolve the issue

communication skills to deal effectively with internal and external customers in all situations

communication skills to relate to people from diverse backgrounds and people with diverse abilities

conflict resolution skills to resolve conflict and to negotiate the best outcomes possible

literacy skills to effectively articulate information and advice across all media

negotiation skills to get a positive result to a difficult situation or contact

numeracy skills to analyse, understand and manipulate data as required during contact

problem-solving skills to resolve problems in the most effective and efficient manner.

Required knowledge

conflict resolution and negotiation techniques

customer service protocols

escalation process

legislative, regulatory and industry code requirements

organisational billing and credit procedures

organisational financial delegations and authorisation limits

product and service charges

risk assessment and management principles

stress management techniques.

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.

Receiving customer enquiry may include:

direct contact with customer

escalated enquiry

referred contact with customer

written enquiry (letter, email or facsimile)

Hardship programs may 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 standards may include:

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

Payment options may 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 cancellation may include:

recall of product or equipment

termination of service (e.g. electricity, mobile phone service)

Credit management procedures may include:

call handling processes

escalation process

financial delegation and authorisation limits

hardship policies

internally developed guidelines

referral to specialist group

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Receive and review customer enquiry to identify details of case 
Obtain additional information to assist in resolving case 
Review options to resolve case with other staff members, where appropriate 
Obtain specialist advice or escalate where necessary 
Consider eligibility for hardship program 
Observe relevant legislation, codes, regulations and standards 
Develop initial advice to be given to customer 
Consult with customer on the suggested course of action and options 
Assess customer response to the consultation 
Develop realistic settlement options giving consideration to policy, customer response and payment history 
Offer and agree on a payment option with the customer in accordance with organisational policy 
Record revised payment options as agreed with customer and in accordance with organisational procedures 
Advise defaulting customers of service or product cancellation 
Negotiate successful product return with customer where appropriate 
Clearly explain debt recovery process to customer 
Initiate debt recovery process 
Follow-up payment, debt recovery or product return to ensure completion of case 
Amend customer records in accordance with enterprise procedures 
Follow enterprise default and credit management procedures 

Forms

Assessment Cover Sheet

BSBCCO306A - Process complex accounts
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBCCO306A - Process complex accounts

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: