Release 

Comments 

Release 1

This version first released with the FNS Financial Services Training Package Version 8.0.

Supersedes and is equivalent to FNSCRD405 Manage overdue customer accounts.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify customers requiring collection activity

1.1 Establish and apply process for regularly monitoring organisational reporting system for possible overdue accounts

1.2 Access relevant customer information and retrieve records

1.3 Review overdue accounts and customer credit histories according to organisational policies and procedures, and relevant legislation

2. Establish contact with customers

2.1 Determine appropriate communication with customers to collect outstanding payments according to organisational policies and procedures

2.2 Obtain approval to initiate communication with customers from authorised personnel in the organisation and inform other relevant external parties

2.3 Establish rapport with customers and ensure all communication complies with relevant legislation and organisational policies and procedures

2.4 Advise purpose of contact clearly and comprehensively to customers according to legislative requirements

3. Implement process for resolution of outstanding payments

3.1 Advise customers of possibility of legal action and any other implications if outstanding payments are not resolved

3.2 Use appropriate techniques to achieve resolution and record conversation outcomes

3.3 Determine and schedule further action to be undertaken in relation to outstanding payment matters

4. Monitor agreements and confirm adherence

4.1 Establish process for regularly reviewing identified accounts and ensuring that payments are received according to agreed arrangements

4.2 Address breaches of agreements according to organisational policies and procedures, and legislative requirements

4.3 Refer outstanding payment matters to appropriate personnel as required

SKILL 

DESCRIPTION 

Numeracy

• Uses a range of mathematical skills to interpret accounting records for breaches and calculate overdue amounts

Oral communication

• Clearly articulates requirements using language, tone and pace appropriate to audience and environment
• Uses careful listening and questioning techniques to negotiate and confirm mutual understanding of the agreement
• Uses a range of strategies and reads verbal and non-verbal signals to establish a sense of connection and build rapport with customers

Reading

• Evaluates relatively complex texts and other information to determine if action is required

Writing

• Documents actions and required information using clear and detailed language specific to purpose of a range of communications with customers and external entities

Technology

• Completes work tasks and provides information using the main features and functions of organisation-supported digital tools

Release 

Comments 

Release 1

This version first released with the FNS Financial Services Training Package Version 8.0.

Supersedes and is equivalent to FNSCRD405 Manage overdue customer accounts.