SAQA 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: 

Communicate orally with relevant stakeholders in the recovery of debt 
SAQA US ID UNIT STANDARD TITLE
116606  Communicate orally with relevant stakeholders in the recovery of debt 
ORIGINATOR
SGB Administration 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Office Administration 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 4  NQF Level 04 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
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 forms part of the qualification, FETC: Debt Recovery. This standard will add value to learners who have their own or wish to start their own Debt Recovery business, or those doing debt recovery in large Debt Recovery organisations. This standard will also add value to learners working in a large commercial organisation in the Debt Recovery/Credit control division.

The qualifying learner is capable of:
  • Planning a debtor call
  • Making contact with a debtor
  • Handling objections
  • Handling queries
  • Negotiating payment and reaching agreement
  • Recording discussion subsequent to debtor interaction 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in:
  • Communication at NQF Level 3
  • Mathematical Literacy at NQF Level 3
  • Computer Literacy at NQF level 3 

  • UNIT STANDARD RANGE 
    Stakeholder includes but is not limited to debtor, lawyer, family member, credit grantor, employer, spouse, grantors for surety purposes, executors of deceased estates, trustees, liquidators, auctioneers, sheriff. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Plan debtor call. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Script for handling debtor call is obtained from designated supervisor. 

    ASSESSMENT CRITERION 2 
    Scripts are verified according to code of conduct. 

    ASSESSMENT CRITERION 3 
    Recommendations are made to supervisor pertaining to any problems experienced in utilising the script. 

    ASSESSMENT CRITERION 4 
    Mandate and terms of reference for specific debtor is reviewed prior to call. 

    ASSESSMENT CRITERION 5 
    Stakeholder contact details are validated and case history evaluated according to organizational requirements and procedures. 

    ASSESSMENT CRITERION 6 
    Stakeholder responses are anticipated based on case history, and allowance is made in script for possible responses. 

    ASSESSMENT CRITERION 7 
    The timing of call is determined and incorporated into call schedule for the week. 

    SPECIFIC OUTCOME 2 
    Make contact with debtor. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Call is made according to work schedule. 

    ASSESSMENT CRITERION 2 
    If debtor is unavailable, the best time for the call is established and diarised accordingly. 

    ASSESSMENT CRITERION 3 
    Script is applied to conversation with debtor. 

    ASSESSMENT CRITERION 4 
    Case history is confirmed with debtor and questions are posed to the debtor to ascertain what payment arrangements can be made. 

    ASSESSMENT CRITERION 5 
    Debtor is notified of any legal consequences and further actions in relation to debt. 

    SPECIFIC OUTCOME 3 
    Handle objections. 
    OUTCOME RANGE 
    Objections include but are not limited to refusal to pay, excuses, denial of payment obligations, delaying tactics, avoiding tactics, defences. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Objections are evaluated and validity determined using organizational procedure. 
    ASSESSMENT CRITERION RANGE 
    Validity of objections is determined according to genuineness of response, previous case history and commitment to payments, debtor attitude.
     

    ASSESSMENT CRITERION 2 
    Objections are addressed according to company procedures, code of conduct and debt collecting protocol. 
    ASSESSMENT CRITERION RANGE 
    Professional conduct includes but is not limited to maintaining decorum, complying with code of conduct, maintaining objectivity and not getting involved on a personal level, demonstrating assertive behaviour.
     

    ASSESSMENT CRITERION 3 
    Professional conduct is maintained at all times during interaction with debtor. 

    ASSESSMENT CRITERION 4 
    The debtor's objections are noted on case history file for future reference. 

    SPECIFIC OUTCOME 4 
    Handle queries. 
    OUTCOME RANGE 
    Queries include but are not limited to discrepancies on statements, proof of payment, validity of balance, validity of payment terms, documentation pertaining to debt, any questions pertaining to debt. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Queries are identified and validity determined ,using organizational procedures. 

    ASSESSMENT CRITERION 2 
    Queries are addressed according to debt collecting protocol and code of conduct. 

    ASSESSMENT CRITERION 3 
    Queries are referred to credit grantor for resolving. 

    ASSESSMENT CRITERION 4 
    Query feedback is noted and recorded for future reference. 

    SPECIFIC OUTCOME 5 
    Negotiate payment and reach agreement. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Payment terms are discussed and consensus reached on what payment terms shall apply. 
    ASSESSMENT CRITERION RANGE 
    Payment terms are determined according to service level agreements, credit grantor requirements, company code of conduct, legislation and credit classification.
     

    ASSESSMENT CRITERION 2 
    A date for making a follow-up call to the debtor is agreed with the debtor. 

    ASSESSMENT CRITERION 3 
    Banking details for securing payment are provided to the debtor and method of payment is agreed. 
    ASSESSMENT CRITERION RANGE 
    Banking details include name of account, name of bank, account number, reference number.
     

    ASSESSMENT CRITERION 4 
    Instruction is given to the debtor regarding proof of payment where applicable. 

    ASSESSMENT CRITERION 5 
    Follow-up liaisons are confirmed with client. 

    SPECIFIC OUTCOME 6 
    Record discussion subsequent to debtor interaction. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Discussion with debtor is recorded in case history file. 
    ASSESSMENT CRITERION RANGE 
    Recordings are made electronically or in hard copy.
     

    ASSESSMENT CRITERION 2 
    A note is made of any correspondence that must be forwarded to or received from debtor in relation to discussion. 
    ASSESSMENT CRITERION RANGE 
    Correspondence to debtor includes but is not limited to facsimiles, letters and e-mails.
     

    ASSESSMENT CRITERION 3 
    Deadlines for payment are recorded and action relating to follow-up call is noted in case history file. 

    ASSESSMENT CRITERION 4 
    Any future actions are incorporated into call schedule. 

    ASSESSMENT CRITERION 5 
    Results are reported to credit grantor. 

    ASSESSMENT CRITERION 6 
    All outstanding actions are completed according to schedule. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • An individual wishing to be assessed (including through RPL) against this Unit Standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Anyone assessing a learner against this Unit Standard must be registered as an assessor with the relevant ETQA or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this Unit Standard or assessing this Unit Standard must be accredited as a provider with the relevant ETQA or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Telephone skills
  • Negotiation skills
  • Legislation relating to debt collecting
  • Legal proceedings relating to debt collecting
  • Conflict management
  • Company policies and procedures
  • Client service level agreements and protocol
  • Code of conduct 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Learners are able to identify and solve problems using critical and creative thinking processes to prepare and engage in debtor calls. 

    UNIT STANDARD CCFO WORKING 
    Learners are able to work effectively with others as a member of a work team, group, section or community to ensure that debtor communications are effectively prepared and delivered. 

    UNIT STANDARD CCFO ORGANISING 
    Learners are able to organise and manage themselves and their activities responsibly and effectively in order to expediently follow-up and administer debtor liaisons and payments. 

    UNIT STANDARD CCFO COLLECTING 
    Learners are able to collect, analyse, organise and critically evaluate information presented to them by debtors in order to determine validity of debtor response and objections. 

    UNIT STANDARD CCFO COMMUNICATING 
    Learners are able to communicate effectively using visual, mathematical and / or language skills in the modes of oral and / or written persuasion when interacting with debtors. 

    UNIT STANDARD CCFO SCIENCE 
    Learners are able to use science and technology effectively and critically when searching for information relating to debtor case history. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Learners are able to demonstrate an understanding of the world as a set of interrelated systems by recognizing that debtor problem-solving contexts do not exist in isolation and that other departments, bodies and regulatory authorities impact on debt collecting. 

    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 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  49021   Further Education and Training Certificate: Debt Recovery  Level 4  NQF Level 04  Reregistered  2023-06-30  FASSET 
    Elective  93997   National Certificate: Contact Centre and Business Process Outsourcing Support  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 


    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. AMATHUBA HUB 
    2. BATOHI CONSULTING T/A EUREKA TALENT SOLUTIONS 
    3. Boston City Campus & Business Coll 
    4. BRIGHT IDEA PROJECTS 447 PTY LTD T/A MIND -THE- GAP 
    5. C&L SKILLS MANAGEMENT CC 
    6. CAMBLISH TRAINING INSTITUTE PTY LTD 
    7. CBM TRAINING PTY LTD 
    8. Compuscan Academy 
    9. CUSTOMER CENTRIC SOLUTIONS PTY LTD 
    10. IMPACT SOURCING ACADEMY 
    11. LEARNING AND PERFORMANCE ACADEMY 
    12. PRODUCTION MANAGEMENT INSTITUTE OF SOUTHERN AFRICA PTY LTD 
    13. QUALITY SOLUTIONS 
    14. SELLDIRECT MARKETING PTY LTD 
    15. SMART THINKERS SKILLS 
    16. UCADEMY PTY LTD 



    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.