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.
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Allocate customer payments | 1.1 Allocate payments correctly to appropriate customer accounts and bank receipts according to organisational policy and procedures 1.2 Serve customers promptly and complete and process documentation quickly and accurately to maximise customer satisfaction |
2. Reconcile accounts | 2.1 Respond to customer billing or account queries and apply billing adjustments accurately, if required 2.2 Respond to customer complaints promptly in accordance with organisational policy |
3. Maintain customer details | 3.1 Maintain accurate and up-to-date details on customer account files 3.2 Check sources of customer details for reliability and verify where necessary |
Evidence of the ability to:
validate account details and verify customer information
allocate and reconcile customer payments accurately following organisational procedures
serve customers promptly and efficiently, including handling complaints and responding to billing and account queries
maintain accurate customer details
accurately use data entry and recording systems.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
outline basic financial transaction processes and procedures
identify the relevant organisational policy and procedures on account management
identify key legislative requirements covered in organisational policy and procedures relating to administering financial accounts
describe how to handle customer queries and complaints following organisational procedures
identify workplace health and safety (WHS) requirements relating to data entry and administrative work undertaken.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the account management field of work and include access to and use of:
common office equipment, technology, software and consumables
an integrated financial software system and data.
Assessors must satisfy NVR/AQTF assessor requirements.