All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.

SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Minimise defaulting customer accounts

SAQA US ID	UNIT STANDARD TITLE
114898	Minimise defaulting customer accounts
ORIGINATOR
SGB Retail and Wholesale
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 11 - Services			Wholesale and Retail
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 3	NQF Level 03	5
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2018-07-01	2023-06-30	SAQA 06120/18
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2024-06-30		2027-06-30

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD

This unit standard is intended for people who are responsible for responding to identified potential defaulting customers and contacting a customer to promote payment thereby reducing potential bad debt for the organisation. Persons credited with this unit standard operate in a number of contexts, of which some may be non-routine. They demonstrate the ability to make comparisons and interpret available information. These persons are able to action reports, establish contact with the customer, negotiate payments, update or record customer commitments in respect of the credit account and ensure follow up on the customer's payment commitments (promise to pay).

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

It is assumed that the learner attempting this unit standard has a good knowledge of different types of credit facilities within the organisation. It is also assumed that the learner has achieved competence against the Wholesale and Retail unit standard "Resolve customer queries/complaints, NQF Level 3" before attempting this standard.

UNIT STANDARD RANGE

N/A

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Contact a customer using information on the customer default listing.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Information on the customer default listing is verified according to organisational policies and procedures

ASSESSMENT CRITERION RANGE

Listing information includes but is not limited to date of the report, instalments/payments credited to the customer's account, methods of payments, last payment date, amount in arrears.

ASSESSMENT CRITERION 2

All possible avenues for making contact with the customer are explored according to the organisation's procedures

ASSESSMENT CRITERION RANGE

Contact methods include but are not limited to telephone, emails, telegrams, registered mail, tracing family members, tracing agents

ASSESSMENT CRITERION 3

Evidence of customer contact and changes to the customer's contact details are verified and recorded following organisational procedures

SPECIFIC OUTCOME 2

Obtain payment commitment and minimise future risk.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The currency of the account status is confirmed with the customer

ASSESSMENT CRITERION 2

The reason for default of the account is established in order to update the customer records

ASSESSMENT CRITERION 3

The organisation's payment requirement is proposed, and a payment commitment that is acceptable to both parties is agreed to with the customer

ASSESSMENT CRITERION 4

The original terms and conditions of the credit agreement are reinforced with the customer

ASSESSMENT CRITERION 5

The customer is educated on the impact of continued default status on his/her credit worthiness

SPECIFIC OUTCOME 3

Finalise administrative duties related to debtor follow up.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Customer contact is recorded promptly and accurately as required by the organisation

ASSESSMENT CRITERION 2

Customer's payment agreement is recorded according to organisational procedures

ASSESSMENT CRITERION 3

The necessary information is forwarded to the relevant parties as required by the organisation

ASSESSMENT CRITERION 4

Administration functions are completed as required by the organisation

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

Programmes leading to the award of credits from this unit standard will be accredited by the relevant SETA in its ETQA role. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA. Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Learning programme covering this unit standard must address the following knowledge areas: Interpreting the customer default listing. Organisational procedures on recording changes to customer contact details. Organisational procedures for recording customer contact and agreed payment details.

UNIT STANDARD DEVELOPMENTAL OUTCOME

N/A

UNIT STANDARD LINKAGES

N/A

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Solving problems Evident in specific outcome Contact a customer using information on the customer default listing and assessment criteria All possible avenues for making contact with the customer are explored according to the organisation's procedures Range: Contact methods include but are not limited to telephone, emails, telegrams, registered mail, tracing family members, tracing agents

UNIT STANDARD CCFO WORKING

Working effectively with others as a member of a team Evident in specific outcome Finalise administrative duties related to debtor follow up and assessment criteria The necessary information is forwarded to the relevant parties as required by the organisation

UNIT STANDARD CCFO ORGANISING

Organise oneself and ones activities Evident in specific outcome Finalise administrative duties related to debtor follow up and assessment criteria Customer contact is recorded promptly and accurately as required by the organisation Customer's payment agreement is recorded according to organisational procedures The necessary information is forwarded to the relevant parties as required by the organisation Administration functions are completed as required by the organisation

UNIT STANDARD CCFO COLLECTING

Collect, analyse, organise and critically evaluate information Evident in specific outcome Contact a customer using information on the customer default listing and assessment criteria Information on the customer default listing is verified according to organisational policies and procedures Range: Listing information includes but is not limited to date of the report, instalments/payments credited to the customer's account, methods of payments, last payment date, amount in arrears.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively Evident in specific outcome Obtain payment commitment and minimise future risk and assessment criteria The currency of the account status is confirmed with the customer The reason for default of the account is established in order to update the customer records The organisation's payment requirement is proposed, and a payment commitment that is acceptable to both parties is agreed to with the customer The original terms and conditions of the credit agreement are reinforced with the customer The customer is educated on the impact of continued default status on his/her credit worthiness

UNIT STANDARD CCFO DEMONSTRATING

Understand the world as a set of related system Evident in specific outcome Obtain payment commitment and minimise future risk and assessment criteria The currency of the account status is confirmed with the customer The reason for default of the account is established in order to update the customer records The organisation's payment requirement is proposed, and a payment commitment that is acceptable to both parties is agreed to with the customer The original terms and conditions of the credit agreement are reinforced with the customer The customer is educated on the impact of continued default status on his/her credit worthiness

UNIT STANDARD CCFO CONTRIBUTING

Be culturally and aesthetically sensitive Evident in specific outcome Obtain payment commitment and minimise future risk and assessment criteria The currency of the account status is confirmed with the customer The reason for default of the account is established in order to update the customer records The organisation's payment requirement is proposed, and a payment commitment that is acceptable to both parties is agreed to with the customer The original terms and conditions of the credit agreement are reinforced with the customer The customer is educated on the impact of continued default status on his/her credit worthiness

UNIT STANDARD ASSESSOR CRITERIA

N/A

REREGISTRATION HISTORY

As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015.

UNIT STANDARD NOTES

Customer default listing refers to any report or list that contains information on customer's payment arrears.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Elective	49280	National Certificate: Wholesale and Retail Distribution	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2023-06-30	W&RSETA
Elective	58206	National Certificate: Wholesale and Retail Operations	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2023-06-30	W&RSETA
Elective	63409	National Certificate: Wholesale and Retail Operations	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	W&RSETA
Elective	48764	National Certificate: Wholesale and Retail Sales Practice	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2008-10-22	Was W&RSETA until Last Date for Achievement

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD:

This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.

1.	HOMECHOICE

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All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.