Unit of competency
Modification History
Release |
Comments |
Release 1 |
This version first released with FNS Financial Services Training Package Version 1.0. |
Application
This unit describes the skills and knowledge required to identify customer needs and process customer financial accounts.
It applies to individuals who use organisational skills and specialised knowledge to perform clerical services, maintain financial records and respond to a range of customers.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
Financial retail services
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Identify customer account needs |
1.1 Address requests for information on range, options and features of account services available in timely, accurate and comprehensive manner, or refer if necessary to other authorised personnel 1.2 Provide information to customers to assist in selection of appropriate product which outlines product features, matches products to customer needs, and describes cost of operation and conditions of accounts 1.3 Assist customers when completing relevant documentation for selected services and products |
2. Open customer account |
2.1 Interview potential account holders to gather information required for opening of accounts, with applicant identified for security purposes according to organisational procedures 2.2 Assess information provided for accuracy and sufficiency according to standard organisational procedures 2.3 Verify completed documentation for accuracy and accept deposits, ensuring that receipts and certificates are issued 2.4 Process new applications and transactions in accordance with organisational policy and procedures to ensure timely and accurate completion of task 2.5 Provide information to customer about processes for activating account, including timeframe and mechanisms for receiving transaction cards or deposit books and most cost effective way to use account |
3. Transfer or close customer account |
3.1 Interview account holder seeking to transfer or close account to gather required information which is assessed for accuracy and sufficiency according to standard organisational procedures 3.2 Verify completed documentation for accuracy and process applications for transfer or closure in accordance with organisational policy and procedures to ensure timely and accurate completion of task 3.3 Provide information about finalisation of process in accordance with organisational policy and procedures |
4. Administer the process |
4.1 Use standard organisational processes and protocols to verify customer identity when collecting processed documentation and cards from branch 4.2 Follow up customer queries or complaints about operation of service with appropriate personnel according to standard procedures 4.3 Provide reports on account activity in line with standard policy and procedures, and respond to any exception reports |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill |
Performance Criteria |
Description |
Reading |
1.1, 2.2, 2.3, 3.2 |
|
Writing |
1.1-1.3, 2.3, 2.5, 3.3, 4.3 |
|
Oral Communication |
1.1-1.3, 2.1, 2.5, 3.1, 3.3, 4.1 |
|
Numeracy |
1.2, 1.3, 2.2, 2.3 |
|
Navigate the world of work |
2.1, 2.2, 2.4, 3.1, 3.2, 3.3, 4.1, 4.2, 4.3 |
|
Interact with others |
1.3, 2.1, 3.1, 4.2 |
|
Get the work done |
1.1, 1.2, 1.3, 2.1, 2.3, 2.4, 2.5, 3.1, 3.2, 4.1, 4.2, 4.3 |
|
Unit Mapping Information
Code and title current version |
Code and title previous version |
Comments |
Equivalence status |
FNSRTS305 Process customer accounts |
FNSRTS305A Process customer accounts |
Updated to meet Standards for Training Packages |
Equivalent unit |
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=c7200cc8-0566-4f04-b76f-e89fd6f102fe