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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Implement appropriate course of action to recover outstanding debt
   • Review account history and determine appropriate recovery action based on account history
   • Advise customers promptly of possible implications of outstanding debts and deal with any objections according to organisational guidelines and legislative requirements
   • Document agreed payment arrangements accurately according to organisational system requirements
2. Monitor and review effectiveness of recovery action
   • Review customer accounts for their adherence to agreed payment arrangements
   • Identify customers’ non-compliance with agreed arrangements and manage in accordance with organisational guidelines
   • Involve internal stakeholders in review and monitoring process as required
3. Re-assess account to determine eligibility for write-off
   • Re-assess account to determine if it is appropriate for write-off as agreed payment arrangements have not been met
   • Document recommendations for write-off and account closure, complying with legislation and organisational guidelines, that authorised personnel can action

Performance Evidence

Evidence of the ability to:

communicate effectively with customers, following organisational guidelines and legislative requirements in explaining the implications of outstanding debt and alternative payment arrangement options

apply strong negotiation skills to resolve disputes, queries and problems

use data entry and recording systems accurately.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain the key steps or actions in the legal debt recovery process

outline the key features of organisational credit policy

identify and explain legislative requirements relevant to debt recovery

describe the key features of complaint resolution processes and complaint handling procedures

outline the roles of the various alternative dispute resolution schemes and services

explain the key requirements of legislation relating to credit and recovery of bad debts.

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