Unit of competency Outline

Date retreived
22/07/2026 4:50 PM AWST

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Manage overdue customer accounts

Manage overdue customer accounts

Unit of competency
National Code
FNSCRD405
State Code
AUX09
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
081101 - Banking And Finance
Original Release Date
16/09/2015
Nominal Hours
25
Description
This unit describes the skills and knowledge required to identify customer accounts which have outstanding payments and negotiate agreements that are monitored for compliance or further action. It applies to individuals who may use a range of organisational and negotiation skills to plan, manage and monitor their work. This unit may be adapted to meet a range of debt recovery and debt management job roles. Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.
Notes
Elements and Performance Criteria
1. Identify customers requiring collection activity
  • 1.1 Monitor organisational reporting system regularly for possible overdue accounts
  • 1.2 Access relevant customer information and retrieve records
  • 1.3 Review overdue accounts and customer credit histories in accordance with organisational policy and procedures, and relevant legislation
2. Establish contact with customers and attempt to resolve outstanding payment matters
  • 2.1 Determine proposed communication with customers to collect outstanding payments
  • 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 policy and procedures
  • 2.4 Advise purpose of contact clearly and comprehensively to customers in accordance with legislative requirements
3. Negotiate 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 negotiation outcomes accurately
  • 3.3 Schedule further action to be undertaken in relation to outstanding payment matters
4. Monitor agreements to ensure adherence
  • 4.1 Review accounts regularly to ensure that payments are received in accordance with negotiated arrangements
  • 4.2 Address breaches of agreements in accordance with organisational policy and procedures, and legislative requirements
  • 4.3 Refer outstanding payment matters to appropriate personnel as required
No information
No information
Replaces
State Code National Code Title Type
D4087 FNSCRD405A Manage overdue customer accounts Unit of competency
Replaced By
State Code National Code Title Type
OEC96 FNSCRD415 Manage overdue customer accounts Unit of competency