Occupational Standard - SSC/N2305 | SSC

Occupational Standard - SSC/N2305

Occupational Standard - SSC/N2305
Code SSC/N2305
Version 0.1
Industry Sub-Sector IT-ITeS/Business Process Management
Title Maintain customer accounts
Description This unit is about setting up customer accounts and keeping them up-to-date, as part of an outsourced finance and accounting process.
Scope

Scope

This unit/task covers the following:

Appropriate sources:

·     contracts

·     supporting documentation

·     service level agreements (SLAs)

·     sales team

·     customers

·     client account manager

·     clients

Credit checks using:

·     internal sources

·     external agencies

Appropriate people:

·     line manager

·     sales team

·     taxation specialists

·     legal specialists

Performance Criteria

Performance Criteria (PC) w.r.t. the Scope

 

To be competent, you  must be able to:

PC1.        check systems to verify whether master records of customers already exist

PC2.        obtain required data/information from appropriate sources to set up and update customer accounts

PC3.        clarify any issues with the data/information either from the sales team or directly with customers, as required

PC4.        carry out credit checks on customers, following your organization’s procedures, guidelines and client-specific service level agreements (SLAs)

PC5.        set up and update customer accounts, following your organization’s procedures, guidelines and client-specific service level agreements (SLAs)

PC6.        obtain confirmation from customers that the details held in their master records are correct

PC7.        obtain advice and guidance from appropriate people, where required

PC8.        comply with your organization’s policies, procedures, guidelines and client-specific SLAs when maintaining customer accounts

Knowledge

Knowledge and Understanding (K)

A.      Organizational

Context (Knowledge of the company/  organization and  its processes)

You need to know and understand:

KA1.       your organization’s policies, procedures, guidelines and client specific SLAs  for maintaining customer accounts and your role in relation to these

KA2.       your organization’s systems and tools for managing customer accounts and how to use these

KA3.       your organization’s processes, guidelines and client specific SLA for carrying out credit checks and your role in applying these

KA4.       legislative requirements for carrying out credit checks

KA5.       your organization’s policies and procedures for recording and sharing information and the importance of complying with these

KA6.       data/information required to set up and update customer accounts

KA7.       appropriate sources of data/information for customer accounts and how to access these

KA8.       who to involve when setting up or updating customer accounts

KA9.       who to obtain advice and guidance from

KA10.    methods and techniques when working with others

KA11.    standard tools and templates available for use and how to access and use these

KA12.    the importance of confirming details within master records with the customer

KA13.    your organization’s policies and procedures for recording and storing records, maintaining information security and protecting data and the importance of complying with these

B. Technical  

     Knowledge

You need to know and understand:

KB1.        common issues with customer information and how to resolve these

KB2.        the purpose of carrying out credit checks on customers and how to do so

Skills

Skills (S)

A.      Core Skills/ Generic Skills

Writing Skills

You need to know and understand how to:

SA1.       complete accurate well written work with attention to detail

SA2.       communicate with others in writing

Reading Skills

You need to know and understand how to:

SA3.       follow guidelines, procedures, rules and service level agreements

Oral Communication (Listening and Speaking skills)

You need to know and understand how to:

SA4.       listen effectively and orally communicate information accurately

SA5.       ask for clarification and advice from others

B.      Professional Skills

 

 

Decision Making

You need to know and understand how to:

SB1.       identify anomalies in data

SB2.       make decisions on suitable courses of action

Plan and Organize

You need to know and understand how to:

SB3.       plan and organize your work to achieve targets and deadlines

CustomerCentricity

You need to know and understand how to:

SB4.       work effectively in a customer facing environment

SB5.       deliver consistent and reliable service to customers

SB6.       check your own work meets customer requirements

Problem Solving

You need to know and understand how to:

SB7.        refer anomalies to the supervisor

SB8.       seek clarification on problems from others

Analytical Thinking

You need to know and understand how to:

SB9.       pass on relevant information to others

Critical Thinking

You need to know and understand how to:

SB10.    apply balanced judgments to different situations

Attention to Detail

You need to know and understand how to:

SB11.    check your work is complete and free from errors

Team Working

You need to know and understand how to:

SB12.    work effectively in a team environment

SB13.    work independently and collaboratively

C.      Technical Skills

You need to know and understand how to:

SC1.  use information technology effectively to input and/or extract data accurately

SC2.  store and retrieve information

SC3.  keep up to date with changes, procedures and practices in your role

SC4.  identify and refer anomalies in data

Attachment os_attachments/SSC_N2305_V0.1.pdf
Last Review On Oct. 28, 2013, 11:45 a.m.
Next Review On

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