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Elements and Performance Criteria

1. Assemble information
   • Information is gathered and reviewed for relevance to the report and recommendations required by the client
   • Information is checked for accuracy, suitability, relevance and compliance with legal and privacy responsibilities and security and collated into a logical and coherent result of the job findings
2. Compile report and recommendations
   • Results of the review of the relevant information are used to determine a recommendation for action or for no further action that accounts for the requirements and expectations of the client and provide further avenues of inquiry when appropriate
   • Report with recommendations is produced and presented in accordance with client's instructions, and in an appropriate organisational format for the client
3. Verify recommendations with client
   • Contents of the report are openly and clearly discussed with the client as required with any queries and issues arising from the report clarified satisfactorily
   • Report is finalised and provided to the client when all outcomes of the work are agreed and recommendations meet the client's needs

Required Skills

Required skills

welldeveloped communication skills to determine and confirm client requirements using questioning and active listening as required negotiate and resolve disputes liaise with others share information listen and understand use language and concepts appropriate to cultural differences literacy skills to read and interpret documentation from a variety of sources and recording gathering and consolidating client information draft reports and letters interpret and comply with legal and ethical principles and obligations welldeveloped observation and analysis skills to determine appropriate recommendations for clients that comply with legal obligations industry and organisational codes of practice and ethical principles IT skills for accessing and using appropriate software such as word processors spreadsheets and databases using internet search systems using specialist computing systems for a collection agency organisational skills including the ability to plan and sequence work

Required knowledge

all relevant State and Commonwealth Acts business principles and legal obligations underpinning credit management functions and their relationship to agents costing of contracts as well as potential factors and issues in particular debt collection processes and underpinning legal obligations business principles financial arrangements legal obligations of sole traders partnerships companies role of the Australian Securities and Investments Commission ASIC in relation to businesses principles of limited liability subpoenas insolvency and bankruptcy principles of association under the Associations Incorporation Act types and principles and obligations of trusts role procedures and relevant documentation of the various relevant court jurisdictions and appeals procedures securities principles factoring guarantees indemnity securities over property retention liens

Evidence Required

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 compile written reports that effectively communicate recommendations and actions interpret and comply with current legislative requirements and general development in the mercantile agents field liaise and cooperate with a variety of people and build and maintain rapport and trust with clients take personal responsibility for fully complying with legal obligations apply prior experience in problem solving and develop constructive responses when confronted with problems and difficulties
Context of and specific resources for assessment	Assessment must ensure competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment access to and the use of a range of common office equipment technology software and consumables access to collection agency systems and documentation
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge The following examples in combination are appropriate for this unit evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency observing processes and procedures in workplaces or role plays verbal or written questioning on underpinning knowledge and skills setting and reviewing simulations or scenarios evaluating samples of work accessing and validating third party reports
Guidance information for assessment

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Range Statement

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.
Appropriate report formats may include:	broad dot point photographic short form.
Clients may include:	banks building societies credit unions employer finance companies financiers government agencies other mercantile agents private companies.
Recommendations may be for:	further action further investigation before final decision on case is made no further action.

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