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Oral Assignment FNS40115 Certificate IV in Credit Management (CIVCM_OR_v3) Audio Student identification (student to complete) Please complete the fields shaded grey. Student number Oral assignment result (assessor to complete) Result — first submission (Details for each activity are shown in the table below) Parts that must be resubmitted: Result — resubmission (if applicable) Result summary (assessor to complete) Time First submission Resubmission (if required) Preparation for oral assessment Part 1 Instructions n/a n/a Part 2 Preparation for oral assessment Not yet demonstrated Not yet demonstrated Oral assessment Part 3 Oral response to questions 10 minutes Not yet demonstrated Not yet demonstrated Part 4 Role play 10 minutes Not yet demonstrated Not yet demonstrated Total time required 20 minutes Feedback (assessor to complete) [insert assessor feedback] Before you begin Read everything in this document before you start your oral assignment by audio recording. About this document This document is the oral assignment — half of the overall Written and Oral Assignment. This document includes the following parts: •Part 1: Instructions for completing and submitting this oral assessment •Part 2: Preparation for oral assessment •Part 3: Oral responses to questions – 10 minutes •Part 4: Role play — 10 minutes. How to use the study plan We recommend that you use the study plan for this subject to help you manage your time to complete the oral assignment within your enrolment period. Your study plan is in the KapLearn Certificate IV in Credit Management (CIVCM_v3) subject room. You will need to start preparing for your oral assignment a few weeks before the written and oral assignment is due. Part 1: Instructions for completing and submitting this oral assignment Completing the oral assignment For this oral assignment you are required to complete the following tasks: •Part 2: Preparation for oral assessment: You must complete and submit your responses in this document. •Part 3: Oral response to questions: To be completed by audio recording. Your assessor will complete the checklist. •Part 4: Role play: To be completed by audio recording with a volunteer. Your assessor will complete the checklist. More information regarding requirements for the oral assignment are provided in the resources in your subject in KapLearn. Saving your work Download this document to your desktop, type your answers in the spaces provided and save your work regularly. •Use the template provided, as other formats will not be accepted for these assignments. •Name your file as follows: Studentnumber_SubjectCode_Oral Submissionnumber (e.g. 12345678_CIVCM_OR_v3_Submission1). •Include your student ID on the first page of the assignment. Before you submit your work, please do a spell check and proofread your work to ensure that everything is clear and unambiguous. Submitting the oral assignment You must submit your completed oral assignment (Word document) in a compatible Microsoft Word document. You need to save and submit this entire document. Do not remove any sections of the document. Do not save your completed oral assignment as a PDF. You will also need to upload an audio recording of your oral assessment. The oral assessment (in Word) and the audio recording must all be completed before submitting it to Kaplan Professional Education. Incomplete oral assessments or audio recordings will be returned to you unmarked. When you submit your written and oral assignment in KapLearn, the File submissions box will list the maximum size for new files and the maximum number of attachments. Once you submit your oral assignment and audio recording for marking you will be unable to make any further changes to it. You are able to submit your assignment earlier than the deadline if you are confident you have completed all parts and have prepared a quality submission. Refer to your study plan so you can plan ahead to complete your audio recording before the written and oral assignment is due. For more information see the resources in your subject about how to organise and upload your audio recording in KapLearn. Note: The written assignment (in Word), oral assignment (in Word) and audio recording must all be submitted together. The oral assignment marking process You have 26 weeks from the date of your enrolment in this subject to submit your completed oral assignment and audio recording. If you reach the end of your initial enrolment period and have been deemed ‘Not Yet Competent’ in one or more assessment items, then an additional four (4) weeks will be granted, provided you attempted all assessment tasks during the initial enrolment period. Your assessor will mark your assignments and return them to you in the subject room in KapLearn under the ‘Written and Oral Assessment’ page. Make a reasonable attempt You must demonstrate that you have made a reasonable attempt to complete all the parts of your oral assessment. Failure to do so will mean that your oral assignment will not be accepted for marking; therefore you will not receive the benefit of feedback on your submission. If you do not meet these requirements, you will be notified. You will then have until your submission deadline to submit your completed written and oral assessment. How your oral assignment is graded Oral assessment tasks are used to determine your ‘competence’ in demonstrating the required knowledge and/or skills for each subject. As a result, you will be graded as either competent or not yet competent for this oral assessment. Your assessor will follow the below process when marking your oral assignment: •Assess your responses in each part of the oral assessment, and then determine whether you have demonstrated competence in each question or checklist. •Determine if, on a holistic basis, your responses have demonstrated overall competence. You must be deemed competent in all assessment items in order to be awarded your qualification, including demonstrating competency in: •all of the exam questions •the written and oral assignment. ‘Not yet competent’ and resubmissions Should parts of your oral assignment be marked as ‘not yet demonstrated’ you will be given an additional opportunity to amend your responses so that you can demonstrate your competency to the required level. You must address the assessor’s feedback in your amended responses. You only need amend those sections where the assessor has determined the assessment result is ‘not yet demonstrated’. You may be asked to re-record a part of your audio recording or to answer some written questions in this document. Use a different text colour for any written sections of your resubmission. Your assessor will be in a better position to gauge the quality and nature of your changes. Ensure you leave your first assessor’s comments in your oral assignment, so your second assessor can see the instructions that were originally provided for you. Do not change any comments made by a Kaplan assessor. Units of competency This oral assignment is your opportunity to demonstrate your competency against these units: FNSCRD401 Assess credit applications FNSCRD402 Establish and maintain appropriate securitisation FNSCRD403 Manage and recover bad and doubtful debts FNSCRD404 Utilise the legal process to recover outstanding debt FNSCRD405 Manage overdue customer accounts FNSCUS402 Resolve disputes FNSORG401 Conduct individual work within a compliance framework FNSINC401 Apply principles of professional practice to work in the financial services industry FNSRSK401 Implement risk management strategies FNSCRD503 Promote understanding of the role and effective use of consumer credit BSBCMM301 Process customer complaints BSBCUS403 Implement customer service standards Note that the written and oral assignment is one of two assessments required to meet the requirements of the units of competency. We are here to help If you have any questions you can do the following steps: 1.Read the resources and watch the video about oral assignment in your subject in KapLearn. 2.Post your query at the ‘Ask your Tutor’ forum in your subject room. You can expect an answer within 24 hours of your posting from one of our technical advisers or student support staff. Part 2: Preparation for oral assessment To prepare for your oral assessment you are required to complete the following questions: Question 1 How do you assess the need to adjust your interpersonal style to talk with different types of client? Provide two (2) examples, e.g. where there is a language difficulty. Answer here Question 2 You have a new client, Jacob Smyth, who is looking to purchase a new car. You have just made an appointment to meet with him. Compose a professional email to send to Jacob, confirming the appointment. In your email outline the purpose of your first meeting, including the information you require Jacob to bring to the meeting. Answer here Question 3 In Parts 3 and 4 of this assessment you will act as a Credit Officer and will be required to make an audio recording. Prepare a list of resources and equipment you will need for these oral assessments. Answer here Question 4 Aside from the resources and equipment identified in question 3, what will you do to prepare for the delivery of the delayed home loan repayments meeting in the Part 4 Role Play? What communication techniques would you use to respond to any difficult questions? This question demonstrates your ability to plan ahead for your interaction with the customer. Answer here Assessor feedback: Resubmission required? No Part 3: Oral response to questions Make a 10 minute recording of yourself answering the following questions. Before you start make sure you have read the resources in your subject in KapLearn to assist you with your oral assessment by audio recording. Leave the second column blank so your assessor can record a summary of your oral response. You will need to rehearse your responses before the oral assessment, to ensure that your responses are within the maximum timeframe. Note: These questions relate to Michael and Julie Chen from Part 4 of your oral assignment. Michael and Julie Chen are existing home loan clients. You, as the Credit Officer, interviewed and processed Michael and Julie’s home loan two years ago. Part 4 provides information of the initial home loan, security details, loan amount, term and repayments. (NOTE: No volunteer is required when you complete these questions.) Questions Summary of oral response (assessor only) 1.You are a Credit Officer of XYZ Credit Bank. Today you are meeting existing clients named Michael and Julie Chen; whom you initially met two years ago when they applied for their first home loan. As you know, when meeting with clients it is important to introduce yourself, to put the clients at ease and to open the communication process. Prior to gathering information about Michael and Julie’s existing financial situation and needs, you need to build rapport with the clients. Provide two (2) examples of how you could greet them when they arrive at your office. 2.Michael and Julie then begin to tell you more about their current financial situation. Describe how you could: •encourage Michael and Julie, to explain their current position •determine their current position. Consider various options. 3.Michael and Julie have been very happy with the way you dealt with them at the time of their initial home loan. After further discussion, you determine that they have fallen behind on their repayments and as such, Michael and Julie are really concerned that they may lose their home. They ask you for some guidance on how XYZ Credit Bank can help them