Release 

Comments 

Release 1

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

Supersedes and is equivalent to FNSBNK403 Provide services in a Business Transaction Centre.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1. Represent BTC or RTC

1.1 Recognise and communicate to clients role and purpose of BTC or RTC in providing services to local community and centre’s relationship to organisation in which it is hosted

1.2 Develop and maintain knowledge of relevant range of BTC or RTC products and services

1.3 Maintain documentation and promotional material about range of services facilitated by centre

1.4 Provide support and clarify service queries by accessing relevant contact people, hotline phone numbers and websites of services

2. Identify client service and information needs

2.1 Provide timely and courteous responses to client requests and queries

2.2 Refer requests for information, advice, products and services that fall outside centre’s level of authorisation or capacity to relevant service provider or agency for resolution

2.3 Confirm full and accurate completion of documentation

3. Process client transactions

3.1 Check information or forms provided by clients for accuracy and completeness

3.2 Follow processes and protocols to maintain privacy of client information in line with centre’s organisational policies and procedures

3.3 Complete transactions according to organisational policies and procedures

3.4 Maintain client transaction details and report as required for each service provided on behalf of another agency

3.5 Establish process to routinely conduct accurate reconciliation of monies received with transaction records

3.6 Respond to client queries and complaints according to organisational policies and procedures

4. Provide support and service information to clients

4.1 Provide professional and confidential assistance and advice to clients

4.2 Conduct bookings for appointments with other professionals or service providers according to organisational policies and procedures

4.3 Support clients seeking skill development and assistance to access full range of services offered by centre

SKILL 

DESCRIPTION 

Numeracy

• Uses mathematical equations to perform calculations and check the accuracy of financial and numerical information

Oral communication

• Participates in verbal exchanges of information using language, tone and pace appropriate to audience and purpose
• Uses collaborative and inclusive techniques, including active listening and questioning, to obtain required information and confirm understanding with a range of personnel

Reading

• Accesses and analyses key features of information from a range of sources to address specific criteria and determine requirements

Writing

• Records and prepares information using appropriate formats and structures for audience and purpose
• Uses clear and concise language, incorporating correct spelling, grammar and terminology to convey accurate information

Planning and organising

• Plans, organises and sequences workflow to ensure optimal and timely outcomes for the organisation and clients

Problem solving

• Identifies issues that have the potential to impact on client services and develops options to resolve them when they arise

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 FNSBNK403 Provide services in a Business Transaction Centre.