Required skills

communication and negotiation skills to effectively and clearly communicate with customers at all levels

conflict resolution skills to effectively and calmly manage and resolve conflict situations

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

listening and questioning skills to understand and clarify the needs of internal and external customers

literacy skills to clearly articulate information and advice via all contact media

numeracy skills including budgeting and financial management skills to solve credit issues and problems

problemsolving skills applying a range of strategies

selfmanagement skills to effectively manage personal stress during difficult customer contact

Required knowledge

conflict resolution and negotiation techniques

credit and debt recovery principles and techniques

financial delegations and limits applied within organisation and specific to role

legislative regulatory and industry code requirements

organisational credit management policies and procedures

stress management techniques

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

application of enterprise credit procedures

determination of customer capacity to pay

discussion and explanation to customer of nonapproval

negotiation of credit terms and payment arrangements with customers

knowledge of legislative regulatory and industry code requirements

Context of and specific resources for assessment

Assessment must ensure

access to enterprise credit policies and standard operating procedures

access to workplace information and data

access to relevant information on legislation regulations codes of practice hardship programs standards

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 andor written questioning to assess knowledge of credit policies and procedures

review of calculations of capacity to pay and payment arrangements

review of quality assurance and performance management records

review of notes on accounts

review of customers adherence to payment arrangements or arrears history

direct observation during credit application contact

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBCUSA Deliver and monitor a service to customers

BSBCUS301A Deliver and monitor a service to customers

BSBWORA Manage personal stress in the workplace

BSBWOR201A Manage personal stress in the workplace.

Credit management procedures may include:

Relevant legislation, codes, regulations and standards may include:

Payment arrangements may include: