SAQA ID: 49021
FASSET Seta: A585000135
Learnership Duration: 12 Months
Contact Days: Customise to client-specific needs and learner experience/level
Target Market: Any individual involved in the debtors’ function within the business, commercial and management sectors
Learners should be competent in the following:
- Communication at NQF level 3
- Mathematical literacy at NQF level 3
- Computer literacy at NQF level 2
This qualification is also the building block to advance the learner into the National Certificate: Credit Management: Level 5, or the National Certificate: Debt Recovery: Level 5, and any future related Debt Recovery Qualifications at Level 5 that may be generated at a future date.
The Core Component of the Qualification offers the learner knowledge and skills in Ethics and personal effectiveness within the debt recovery context, the application of the legalities in the liquidation of debt, the management of debtor and credit grantor portfolios and the facilitation of oral and written communications to effectively administer debt recovery. The Qualification through its Elective Component enables the learner to specialise in areas of Debt Recovery such as Ethics, Supervisory/Management, Administration, Strategic Management, Information Technology, Accounting and Financial Management.
Learners working towards this Qualification will find that the acquisition of competence in the unit standards, which make up the Qualification, will add value to their jobs. This Qualification is intended to enhance the provision of service within the field of Debt Recovery within the business and commerce sector. The Qualification ensures the progression of learning, enabling the learner to meet standards of service excellence required within the Debt Recovery field of learning, through building day-to-day Debt Recovery skills as well as operational competencies required within the business and commercial sector, both in larger enterprises and small, medium and micro-enterprises. It will provide the broad knowledge, skills and values needed in the Debt Recovery field for the public sector and will facilitate access to, and mobility and progression within, education and training.
Qualifying learners could follow a career in:
- Debt Recovery
- Credit Management
- Financial Services
- SMME Management
- Generic Supervision and Management
This qualification requires a total of 140 credits as listed below:
Fundamental: all 56 credits
Core: all 69 credits
Learners are required to achieve 15 of the possible 127 elective credits
On completion of this qualification, the learner will be able to:
- Manage credit grantor portfolios
- Manage debtor portfolios
- Administer the debt recovery process
- Apply key legislation, codes of conduct and ethics in the debt recovery context
- Communicate effectively with internal and external stakeholders in at least two languages
- Use mathematics correctly in work and personal situations
Communicate in the workplace
- Oral communication accommodates audience and context needs.
- Range: Audience can include internal organisation customers such as supervisor, serviceman, peers, co-workers and suppliers and communication can be about materials or product characteristics and quality).
- Interpretation of information from texts is justified in terms of literal and implicit content of text.
- Range: Text includes production plans, job instructions, and work procedures, policies.
- Use of information from texts is relevant for specific contexts.
- Written texts are relevant for specified communicative contexts.
- Range: Written text pertains to routine maintenance, safety, quality, and production documentation, production
- Data and process control parameters that are recorded.
- Use of language and communication in occupational learning programmes meet specified requirements.
Optimise organisational structures
- The organisational structure and functions are explained to reflect the inter-relationship between the production process and the broader organisation.
- The systems and processes related to the workplace is identified and applied to reflect an understanding of organisational operations.
- The role of the individual is identified and explained to demonstrate the impact on the achievement of production specifications and targets.
- The role of individuals and their impact is identified and explained to reflect the achievement of quality specifications and targets.
Safety in the workplace
- Factors that constitute safe workplace practices are demonstrated to ensure safe work conditions for production.
- Factors that pose a risk are identified and reported to address the specific risk.
- The impact of maintenance on safe machine operations is explained to contribute to a safe and healthy work environment.
- Routine maintenance is conducted, and records are kept to meet safety requirements.
- How an individual contributes to health, safety and environmental practices is demonstrated through personal hygiene and adherence to policies and procedures.
Demonstrate an understanding of production technology practices
- Production technology practices, terminology and systems are explained in terms of its relationship to production.
- Production input, process and output variables and its influence are identified and explained to optimise resource utilisation and the production process.
- Production targets are explained in terms of production requirements and contribution to organisational goals.
- Range: Production requirements include given time, cost, quality, quantity, value-add and customer specifications.
- Safety, health and environmental policies, procedures and legislation are complied with during the production process.
Apply quality standards and procedures in production activities.
- Quality control principles and practices are interpreted and applied to meet quality specifications in production.
- An understanding of the importance of continuous quality checks are demonstrated to reflect its impact on production.
- Quality problems are solved by comparing and interpreting quality data in the workplace.
- Basic monitoring of production is undertaken to ensure that the product stays within the limits of quality specifications.
- Range: Basic monitoring: sensory, simple measurement, defect charts, samples.
The following Critical Cross-Field Outcomes are embedded in the associated Unit Standards:
- Identifying and solving problems in which responses indicate that responsible decisions using critical and creative thinking have been made.
- Working effectively with others as a member of a team, group, organisation or community.
- Organising and managing oneself and one's activities responsibly and effectively.
- Collecting, analysing, organising and critically evaluating information.
- Communicating effectively using visual, mathematical and/or language skills in the modes of oral/written persuasion.
- Using science and technology effectively and critically, showing responsibility towards the environment and health of others.
- Demonstrating and understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation.
Learning programmes directed towards this qualification will also contribute to the full personal development of each learner and the social and economic development of the society at large, by making individuals aware of the importance of:
- Reflecting on and exploring a variety of strategies to learn more effectively.
- Participating as responsible citizens in the life of local, national and global communities.
- Being culturally and aesthetically sensitive across a range of social contexts.
- Exploring education and career opportunities; and developing entrepreneurial opportunities.
Module 1: Orientation to a contact centre
- Identifying and defining what a Contact Centre is
- Identifying Contact Centre principles and concepts
- Identifying the benefits of instilling in self a Contact Centre culture
- Persuading others of the benefits of a Contact Centre culture
Module 2: Business-Writing Skills
- Use a range of reading and/or viewing strategies to make meaning of texts.
- Identify the main ideas in different text types
- Read/view and respond to texts for a variety of purposes
- Identify and discuss how language structures and features may influence a reader/audience
- Write/sign for a specific purpose, audience and context
- Use grammatical structures and writing/signing conventions to produce coherent and cohesive texts
- for specific contexts
- Adapt language to suit context
- Draft and edit own writing/signing
Module 3: Language and Communication
- Find and use suitable learning resources
- Use learning strategies
- Manage occupational learning programme materials
- Plan and gather relevant information for use in each context
- Function in a team
- Reflect on how characteristics of the workplace and occupational context affect learning
Module 4: Numeracy Skills
- Use mathematics to plan and control personal and/or household budgets and income and expenditure
- Use simple and compound interest to make sense of and define a variety of situations including investments, stokvels, inflation, appreciation and depreciation
- Investigate various aspects of financial transactions including costs, prices, revenue, cost price, selling price, loss and profit.
- Use and analyse computational tools and strategies, and make estimates and approximations
- Demonstrate understanding of numbers and relationships among numbers and number systems, and represent numbers in different ways
- Convert flexibly between and within various representations of functions.
- Compare, analyse and describe the behaviour of patterns and functions.
- Estimate, measure and calculate physical quantities in practical situations.
- Explore transformations of two-dimensional geometric figures.
Module 5: Oral Communication
- Use a variety of strategies to maintain communication.
- Adapt language to accommodate socio-cultural sensitivities without losing own meaning.
- Use knowledge of language structures and conventions to shape or decode meaning of unfamiliar vocabulary or constructions.
- Organise and present information in a focused and coherent manner.
- Identify and explain how speakers/signers influence audiences.
Module 6: Diversity of a Contact Centre
- Communicating within a diverse environment - internal and external.
- Interacting within a diverse environment both within a Contact Centre and to external customers.
Module 7: Problem Solving in a Contact Centre
- Obtain and evaluate project information to facilitate Contact Centre problem solving
- Provide advice and support regarding received information to facilitate problem solving
Module 8: Service Excellence in a Contact Centre
- Identify customer needs in a Contact Centre
- Respond to customer needs in a Contact Centre
- Identify the customer's problem
- Commit to solving the customer complaint
- Arrange correct planning and solutions to the customer's problems
- Communicate with all stakeholders
- Provide practical business solutions
Module 9: Telephone Skills in an Inbound Contact Centre
- Demonstrating and applying knowledge of computer packages within a Contact Centre
- Using a computerised system
- Retrieving calls from customers
- Identifying customer needs in a Contact Centre
Module 10: Working in Teams in a Contact Centre
- Communicating with all relevant stakeholders to enhance teamwork
- Reporting on team progress to appropriate authority and team
- Displaying tendencies to work with others as a member of a Contact Centre team
- Handling and resolving areas of conflict
Module 11: Working in an Emergency Contact Centre
- Retrieving calls within a Contact Centre from customers in emergency situations
- Documenting information from customers in emergency situations
- Responding within a Contact Centre to emergencies
- Following up on customers in emergency situations
Module 12: Telesales
- Placing calls to customers
- Recording information from customer
- Responding to queries from customers
- Providing follow up to customers' request
|US ID||US Title||Level||Credits|
|8968||Accommodate audience and context needs in oral communication||Level 3||5|
|8972||Interpret a variety of literary texts||Level 3||5|
|8969||Interpret and use information from texts||Level 3||5|
|8970||Write texts for a range of communicative contexts||Level 3||5|
|8974||Engage in sustained oral communication and evaluate spoken texts||Level 4||5|
|8975||Read analyse and respond to a variety of texts||Level 4||5|
|12153||Use the writing process to compose texts required in the business environment||Level 4||5|
|8976||Write for a wide range of contexts||Level 4||5|
|9015||Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life-related problems||Level 4||6|
|9016||Represent analyse and calculate shape and motion in 2-and 3- dimensional space in different contexts||Level 4||4|
|7468||Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues||Level 4||6|
|US ID||US Title||Level||Credits|
|110021||Achieve personal effectiveness in business environment||Level 4||6|
|116610||Assess and allocate debt collecting accounts according to risk profile||Level 4||6|
|116606||Communicate orally with relevant stakeholders in the recovery of debt||Level 4||6|
|116598||Compile debtor correspondence in accordance with legislation and standard procedures||Level 4||6|
|116608||Demonstrate knowledge and application of ethical conduct in a debt recovery work context||Level 4||6|
|116601||Manage credit grantor portfolio||Level 4||4|
|116599||Manage debtor portfolio||Level 4||6|
|13948||Negotiate an agreement or deal in an authentic work situation||Level 4||5|
|110023||Present information in report format||Level 4||6|
|116603||Demonstrate and apply understanding of the legal requirements relevant to the liquidation of debt||Level 5||10|
|110531||Plan, organise and control the day-to-day administration of an office support function||Level 5||4|
|110526||Plan, organise, implement and control record-keeping systems||Level 5||4|
|US ID||US Title||Level||Credits|
|7177||Attend to customer enquiries face-to-face and on the telephone in a banking environment||Level 3||4|
|13933||Plan, monitor and control an information system in a business environment||Level 3||3|
|13943||Analyse new developments reported in the media that could impact on a business sector or industry||Level 4||10|
|114600||Apply innovative thinking to the development of a small business||Level 4||4|
|13941||Apply the budget function in a business unit||Level 4||5|
|13379||Calculate Interest using the Basic Mathematics of Interest Rates||Level 4||6|
|13942||Demonstrate a basic understanding of the role of a business strategy in managing a small business or a business unit||Level 4||5|
|12745||Demonstrate knowledge and understanding of accounting practice and procedures associated with the collection of debts||Level 4||6|
|13416||Demonstrate knowledge and understanding of the basics of security for finance||Level 4||6|
|113903||Demonstrate skills and techniques required to build a relationship with a client in a financial services environment||Level 4||3|
|110026||Describe and assist in the control of fraud in an office environment||Level 4||4|
|12747||Take on a business' debtor's book in full||Level 4||12|
|15234||Apply efficient time management to the work of a department/division/section||Level 5||4|
|15237||Build teams to meet set goals and objectives||Level 5||3|
|14529||Demonstrate knowledge and insight into current affairs in the financial services sector||Level 5||5|
|116607||Demonstrate knowledge of the repossession of goods under a credit agreement||Level 5||10|
|15229||Implement codes of conduct in the team, department or division||Level 5||3|
|116597||Manage trust accounts according to relevant Act||Level 5||12|
|12998||Produce spreadsheets using accounting related information technology||Level 5||8|
|12988||Record income and receipts||Level 5||10|