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Unit of competency details

FNSCUS504 - Manage premium customer relationships (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to FNSCUS504A - Manage premium customer relationshipsUpdated to meet Standards for Training Packages 24/Mar/2015

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 25/Mar/2015


Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnUsage RecommendationSort Table listing Qualifications that include this unit by the Usage Recommendation columnRelease
FNS51220 - Diploma of Insurance BrokingDiploma of Insurance BrokingCurrent1-2 
FNS51815 - Diploma of Financial ServicesDiploma of Financial ServicesSuperseded1-4 
FNS50915 - Diploma of Banking Services ManagementDiploma of Banking Services ManagementSuperseded1-4 
FNS60715 - Advanced Diploma of Financial Licensing ManagementAdvanced Diploma of Financial Licensing ManagementSuperseded1-4 
FNS51520 - Diploma of Credit ManagementDiploma of Credit ManagementCurrent
FNS60720 - Advanced Diploma of Financial Licensing ManagementAdvanced Diploma of Financial Licensing ManagementCurrent1-2 
FNS51515 - Diploma of Credit ManagementDiploma of Credit ManagementSuperseded1-3 
FNS51115 - Diploma of General InsuranceDiploma of General InsuranceSuperseded1-3 
FNS51120 - Diploma of General InsuranceDiploma of General InsuranceCurrent1-4 
FNS51015 - Diploma of Financial MarketsDiploma of Financial MarketsSuperseded1-4 
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  30/Jul/2015 
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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 build and maintain relationships with premium or high value customers including the tailoring of services to meet their specific needs.

It applies to individuals in senior roles who use a range of management and other specialist techniques to manage and provide high level service in the financial services industry.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Unit Sector

Customer service

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. Contribute to identification of customer segments

1.1 Analyse and evaluate criteria for identification of customers in specialist premium customer segments

1.2 Access and update databases to ensure availability of consistent and accurate information to support quality customer relationship management

1.3 Identify attributes, service needs and wants of premium customer segments as a basis for tailoring communications and services

1.4 Contribute to development of a service strategy for premium customer segments

2. Manage customer relationships with premium or high value individuals

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

2.2 Identify and analyse characteristics, benefits and costs of range of products and services relevant to premium customer segments and deliver service to the standard specified for customer segments

2.3 Develop and deliver reward and recognition strategies to premium customer segments to build customer loyalty

3. Provide high level and tailored service

3.1 Establish regular contact with customers in portfolio to determine their ongoing needs and service expectations

3.2 Analyse current usage patterns and identify and document effective service and product options

3.3 Identify, model and sell optimum product and service solutions to meet customer needs

3.4 Coordinate service delivery to premium customers by other departments or groups across the organisation

3.5 Research and address concerns or complaints about service or products on behalf of customers, including coordination of responses across all departments and groups

4. Evaluate and report outcomes

4.1 Produce reports against targets using standards, protocols and procedures, and analyse and rectify problems with exception or feedback reports

4.2 Review product and service offering targeted to premium customer segments and recommend solutions for improvement to management

4.3 Maintain customer database on a regular basis to improve management of premium customer segments

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, 1.3, 2.1, 2.2, 3.2, 3.3, 3.5, 4.1, 4.2

  • Extracts and interprets client financial and personal information from a range of sources and assesses it for relevance and compliance
  • Analyses product information, service performance, data feedback and technical reports to identify issues and improvement opportunities

Writing

1.1-1.4, 2.1-2.3, 3.1-3.5, 4.1, 4.2

  • Prepares a range of documentation according to organisational formats using logical structure, clear language, and correct grammar, spelling and terminology

Oral Communication

1.3, 2.3, 3.1, 3.5, 4.2

  • Participates in verbal exchanges using questioning and active listening techniques to elicit information and confirm understanding
  • Presents information structuring tone, pace and content appropriate to audience and purpose

Numeracy

2.1, 2.2

  • Uses financial systems, interprets detailed financial texts and extracts relevant information

Navigate the world of work

1.4, 2.1, 2.2, 4.1

  • Takes responsibility for establishing and implementing strategies and processes that comply with organisational requirements

Interact with others

1.3, 1.4, 2.3, 3.1, 3.3, 3.4, 3.5, 4.2

  • Collaborates and cooperates with others to achieve joint outcomes
  • Establishes and uses appropriate conventions and protocols when communicating with stakeholders about premium customer service provision

Get the work done

1.1–1.4, 2.1-2.3, 3.1-3.4, 4.1-4.3

  • Organises, plans and sequences own workload and coordinates work activities of others
  • Systematically gathers and analyses all relevant information and evaluates options to make decisions about service provision
  • Evaluates effectiveness of premium customer service systems and processes to inform decisions on how to implement improvements
  • Uses analytical problem-solving skills to address premium customer service issues
  • Uses digital technologies and tools to access, store and share information

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

FNSCUS504 Manage premium customer relationships

FNSCUS504A Manage premium customer relationships

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

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

  • review data to conduct customer segmentation analysis and evaluation, and accurately identify customer needs
  • develop service strategies, including reward and recognition approaches, to build customer relationships
  • provide targeted product/service options for premium customers
  • construct and analyse feedback and exception reports
  • maintain and apply a thorough knowledge of organisational products and services.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • explain how customer motivations, needs and wants are tailored in premium relationships
  • outline organisational criteria used to determine high value/premium customers
  • compare and contrast financial products and services of the organisation and their benefits and applications to premium customer relationships
  • describe key requirements of organisational policy, procedures and protocols relevant to building premium customer relationships
  • outline the features of organisational systems for collecting and analysing data
  • describe principles of customer relationship marketing.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

  • common office equipment and consumables
  • systems used by the organisation to provide services to customers
  • financial services product information
  • organisational policy and practices.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=c7200cc8-0566-4f04-b76f-e89fd6f102fe