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Evidence Guide: BSBCCO306B - Process complex accounts

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBCCO306B - Process complex accounts

What evidence can you provide to prove your understanding of each of the following citeria?

Receive and review a customer default enquiry or case

  1. Receive and review customer enquiry to identify details of case
  2. Obtain additional information to assist in resolving case
  3. Review options to resolve case with other staff members, where appropriate
  4. Obtain specialist and team member advice, and escalate where necessary
  5. Consider eligibility for hardship program
  6. Observe relevant legislation, codes, regulations and standards
  7. Develop initial advice to be given to customer
Receive and review customer enquiry to identify details of case

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain additional information to assist in resolving case

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review options to resolve case with other staff members, where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain specialist and team member advice, and escalate where necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider eligibility for hardship program

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe relevant legislation, codes, regulations and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop initial advice to be given to customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate payment with defaulting customers

  1. Consult with customer on the suggested course of action and options
  2. Assess customer response to the consultation
  3. Develop realistic settlement options giving consideration to policy, customer response and payment history
  4. Offer and agree on a payment option with the customer according to organisational policy
  5. Record revised payment options as agreed with customer and according to organisational procedures
Consult with customer on the suggested course of action and options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess customer response to the consultation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop realistic settlement options giving consideration to policy, customer response and payment history

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer and agree on a payment option with the customer according to organisational policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record revised payment options as agreed with customer and according to organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise defaulting customers of cancellation

  1. Advise defaulting customers of service or product cancellation
  2. Negotiate successful product return with customer where appropriate
  3. Explain debt-recovery process to customer
  4. Initiate debt-recovery process
Advise defaulting customers of service or product cancellation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate successful product return with customer where appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain debt-recovery process to customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate debt-recovery process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage default actions

  1. Follow up payment, debt recovery or product return to ensure completion of case
  2. Amend customer records according to organisational procedures
  3. Follow organisational default and credit-management procedures
Follow up payment, debt recovery or product return to ensure completion of case

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Amend customer records according to organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow organisational default and credit-management procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

develop options for meeting customer default enquiry

appropriately escalate contact issues

successfully negotiate with customer, including payment arrangements

implement an appropriate and timely debt-recovery process

demonstrate 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

information on relevant legislation, regulations, codes of practice and standards

information on organisational policies and standard operating procedures

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 onthejob performance by the candidate

oral and/or written questioning to assess knowledge of organisational procedures, and legislative and regulatory requirements, including hardship programs, escalation process, and financial delegations and authorisation limits

review of internal and external customer 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:

BSBCCO301B Use multiple information systems

BSBCUS301B Deliver and monitor a service to customers.

Required Skills and Knowledge

Required skills

communication skills to:

articulate information and advice across all media

deal effectively with internal and external customers in a range of situations

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

customer service skills to negotiate mutually acceptable outcomes with defaulting customers

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

problemsolving skills to resolve problems in the most effective and efficient manner

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

work in a team environment.

Required knowledge

conflict resolution and negotiation techniques to facilitate effective resolution of customer service issues

customer service protocols

escalation processes

legislative, regulatory and industry code requirements relating to account requirements

organisational billing and credit procedures

organisational financial delegations and authorisation limits

product and service charges

risk assessment and management principles

stress-management techniques to avoid burnout and personal pressure.

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.

Receivingcustomer enquiry may include:

direct contact with customer

escalated enquiry

referred contact with customer

written enquiry by letter, email or facsimile.

Hardship programsmay 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 standardsmay include:

credit and finance Acts

Consumer Credit Code

equal employment opportunity and antidiscrimination legislation

freedom of information

industry-specific codes, regulations and legislation

occupational health and safety legislation

Privacy Act

Trade Practices Act/Competition and Consumer Act

Payment optionsmay 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 cancellationmay include:

recall of product or equipment

termination of service, such as electricity or mobile phone service.

Credit-management proceduresmay include:

call-handling processes

escalation processes

financial delegation and authorisation limits

hardship policies

internally developed guidelines

referral to specialist groups.