Release 

Comments 

Release 1

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

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

Skill 

Performance Criteria 

Description 

Reading

1.1, 2.2, 2.3, 3.2

• Accesses information from a range of sources and interprets documents to confirm and determine requirements
• Checks information for authenticity, accuracy and completeness

Writing

1.1-1.3, 2.3, 2.5, 3.3, 4.3

• Correctly records information and completes forms, checking for accuracy of information and data
• Prepares correspondence using appropriate formats and protocols

Oral Communication

1.1-1.3, 2.1, 2.5, 3.1, 3.3, 4.1

• Participates in verbal exchanges, using active listening and questioning to determine requirements and respond to queries
• Clearly explains and clarifies information, using language, tone and pace appropriate to the audience and purpose

Numeracy

1.2, 1.3, 2.2, 2.3

• Uses mathematical equations to calculate premiums and repayment rates, and to check accuracy of transactions

Navigate the world of work

2.1, 2.2, 2.4, 3.1, 3.2, 3.3, 4.1, 4.2, 4.3

• Takes personal responsibility for following explicit and implicit organisational policy and procedures related to customer account processing and service standards within own role

Interact with others

1.3, 2.1, 3.1, 4.2

• Selects and uses appropriate protocols and conventions to communicate with colleagues and customers in the conduct of a service based relationship
• Implements strategies to moderate conflict and resolve customer issues

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

• Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes
• Responds to predictable routine problems by implementing standard or logical solutions, recognising when to seek input from others
• Uses the main features and functions of digital tools to complete work tasks

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

Release 

Comments 

Release 1

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