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 process basic financial transactions for customers in a retail financial organisation.
It applies to individuals in frontline customer services roles who use organisational skills and specialised knowledge to perform clerical services, administer financial records and respond to a range of queries.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
Financial retail services
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. Provide customer service |
1.1 Greet and serve customer with respect and professionalism in accordance with company service standards and expectations 1.2 Provide customer with information as required in timely, accurate and effective manner, answering any queries about transactions fully and clearly to ensure customer is appropriately informed 1.3 Refer transactions outside knowledge or delegated authority of officer to other personnel for resolution, as required |
2. Process basic financial transactions |
2.1 Process customer transactions in accurate and timely manner using standard policies, procedures and systems 2.2 Check documentation or systems entry to support transactions for accuracy and completeness, and maintain and verify customer account and transaction details using correct procedures 2.3 Resolve or refer customer complaints and disputes to other authorised personnel, and rectify customer accounts where necessary 2.4 Perform accurate reconciliation of subsidiary ledgers to general ledger accounts, and levy fees appropriate to transaction in accordance with standard procedures |
3. Administer transaction process |
3.1 Analyse and respond to error records and exception reports according to standard procedures and within required timeframes 3.2 Provide activity reports, monitoring nature and level of transaction activity and update database records or customer files according to standard procedures and within required timeframes 3.3 Safely and securely store customer records in accordance with standard processes, recognising requirement to protect customer privacy and commercial confidentiality |
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 |
2.1, 2.2, 3.1 |
|
Writing |
2.2-2.4, 3.1, 3.2 |
|
Oral Communication |
1.1-1.3, 3.2 |
|
Numeracy |
2.1, 2.2, 2.4, 3.1, 3.2 |
|
Navigate the world of work |
1.1, 1.3, 2.1, 2.2, 2.4, 3.1, 3.2, 3.3 |
|
Interact with others |
1.1, 1.2, 1.3, 2.3 |
|
Get the work done |
1.2, 1.3, 2.1, 2.2, 2.3, 2.4, 3.1, 3.2, 3.3 |
|
Unit Mapping Information
Code and title current version |
Code and title previous version |
Comments |
Equivalence status |
FNSRTS306 Process customer transactions |
FNSRTS306A Process customer transactions |
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