Release 

Comments 

Release 1

This version first released with the FNS Financial Services Training Package Version 8.0.

Supersedes and is equivalent to FNSBNK401 Coordinate a small business customer portfolio.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Manage relationships with small business customers

1.1 Contribute to development of service strategy for small business customers

1.2 Analyse current usage patterns of small businesses in portfolio and identify effective service and product options

1.3 Access and update databases when new information is presented

1.4 Develop and conduct campaigns targeted to small business portfolio in manner that meets organisational standards and timeframes

1.5 Contribute to building customer loyalty and delivering to customers using reward and recognition strategies

2. Establish administrative and communication processes with small business customers

2.1 Administer portfolio of small business customers using business rules and processes of financial services organisation

2.2 Deliver services to standard specified for small business customer segment

2.3 Undertake personalised communications and materials within designated organisational service standards

2.4 Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel in organisation

2.5 Coordinate single point of contact for customers and provide follow-up service delivery

3. Identify and provide small business banking solutions and service

3.1 Ascertain and evaluate customers’ business banking needs and goals

3.2 Identify products to manage business cash flow and negotiate, model and sell rates

3.3 Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management

3.4 Identify and implement banking services that assist with efficient management and statutory reporting of small business

3.5 Coordinate resolution of service faults and concerns

4. Evaluate and report outcomes

4.1 Generate report against customer portfolio targets according to organisational standards, protocols and procedures

4.2 Analyse exception or feedback reports and rectify problems

4.3 Review product and service offering targeted to small business customer segment

4.4 Recommend solutions for improvement to required personnel according to organisational policies and procedures

SKILL 

DESCRIPTION 

Numeracy

• Uses mathematical equations to perform calculations and comparisons of financial and numerical information

Oral communication

• Participates in verbal exchanges of information, clearly articulating recommendations using language, tone and pace appropriate to audience and purpose
• Uses active listening and questioning techniques to elicit the views and opinions of others and to confirm understanding

Reading

• Analyses complex textual information from a range of sources and relates specific aspects of information to requirements

Writing

• Develops material to a specific audience using appropriate formats and structures to present information logically
• Uses clear and detailed language, incorporating correct spelling, grammar and terminology, to convey accurate, customised information and recommendations

Initiative and enterprise

• Identifies issues that have the potential to impact on small business customer service and develops options to resolve them when they arise
• Monitors actions against goals and adjusts future activity to improve outcomes

Planning and organising

• Adopts efficient and effective organisational and time-management skills to sequence tasks, meet timelines and arrange meetings

Technology

• Uses the main features and functions of digitally-based technologies and software packages, including spreadsheets, databases and the internet

Release 

Comments 

Release 1

This version first released with the FNS Financial Services Training Package Version 8.0.

Supersedes and is equivalent to FNSBNK401 Coordinate a small business customer portfolio.