Unit of competency details
FNSBNK416 - Manage mobile lending services (Release 1)
Summary
Usage recommendation:
Current
Releases:
| 1 1 (this release) |
01/Jul/2020 |
Companion volumes:
Unit of competency
Assessment requirements
Training packages that include this unit
Qualifications that include this unit
Classifications
Classification history
| ASCED Module/Unit of Competency Field of Education Identifier | 081101 | Banking And Finance | 01/Jul/2020 | |
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Unit of competency
Modification History
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Release
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Comments
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Release 1
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This version first released with FNS Financial Services Training Package Version 4.0.
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Application
This unit describes the skills and knowledge required to meet directly with customers seeking or using mobile lending services and deal effectively with their needs.
It applies to individuals who use specialised product knowledge, and strong communication and interpersonal skills to build rapport and provide mobile lending products.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
Banking
Elements and Performance Criteria
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ELEMENT
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PERFORMANCE CRITERIA
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Elements describe the essential outcomes.
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Performance criteria describe the performance needed to demonstrate achievement of the element.
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1. Prepare for customer visits
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1.1 Contact customers who may require mobile lending services from referrals or analysis of customer records
1.2 Access and evaluate details of current customer banking business to assess their status and the sustainability of a loan, according to organisational policies and procedures
1.3 Arrange suitable time and location for customer visit
1.4 Gather applicable product and service information in readiness for customer
1.5 Complete personal safety and risk processes, according to organisational policy and procedures
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2. Establish customer mobile lending needs and match with services
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2.1 Determine customer mobile lending needs, according to organisational procedure and processes
2.2 Identify suitable products or services that match customer needs and in line with industry codes of practice and standards
2.3 Provide product information to clients according to industry and organisational requirements
2.4 Respond to customer queries in manner adhering to organisational codes of conduct
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3. Finalise customer service requirements
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3.1 Confirm customer agreement to products or services
3.2 Finalise conditions of products or services
3.3 Ensure necessary documentation is completed according to organisational policy and procedures
3.4 Advise customer of follow-up services to be provided
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Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.
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Skill
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Description
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Reading
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- Interprets textual information from a range of sources to determine critical features and required action
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Writing
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- Completes business documentation, following organisational procedures and protocols
- Uses clear and concise language, incorporating spelling, grammar and avoiding unnecessary industry jargon, to convey information
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Oral Communication
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- Participates in verbal exchanges of information using language, tone and pace to create a supportive environment intended for the audience and purpose
- Uses active listening and questioning to convey information, respond to feedback and confirm understanding
- Uses facial expressions and voice modulation to create supportive environment
- Use advanced communication skills to establish and sustain relationships
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Numeracy
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- Uses mathematical equations to perform calculations and check for accuracy in financial and numerical information
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Self-management
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- Follows business rules and protocols, and meets expectations associated with own role
- Uses initiative to prepare and organise customer portfolios prior to customer visit
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Planning and organising
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- Sequences and schedules complex activities, monitors implementation and manages communication
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Problem solving
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- Develops options, resolves issues and negotiates solutions to problems
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Technology
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- Uses a range of digitally based technologies and software packages, including spreadsheets, databases and the internet
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Unit Mapping Information
Supersedes and is equivalent to FNSBNK406 Manage customer visits.
Links
Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=c7200cc8-0566-4f04-b76f-e89fd6f102fe
Assessment requirements
Modification History
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Release
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Comments
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Release 1
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This version first released with FNS Financial Services Training Package Version 4.0.
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Performance Evidence
The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:
- prepare for and manage at least two consultations with different customers.
In the course of the above, the candidate must:
- identify suitable lending products and services including required actions, in one situation involving a potentially vulnerable customer
- provide information and respond to queries about suitable mobile lending products and services available to customers.
Knowledge Evidence
The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:
- key features and conditions of organisational and industry policy related to mobile lending services and products
- organisational policies and procedures related to personal safety and risk processes
- key features of vulnerable customers and associated implications with lending services
- codes of conduct related to customer service and lending services
- communication and interpersonal techniques to respond to customer needs
- required documentation standards for customer service
- conditions of mobile lending services
- specialised product and service information.
Assessment Conditions
Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.
This includes access to:
- office equipment, technology, software and consumables
- mobile lending services information
- organisational policy and procedures for providing services.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Links
Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=c7200cc8-0566-4f04-b76f-e89fd6f102fe
