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. 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

Skill 

Performance Criteria 

Description 

Reading

2.1, 2.2, 3.1

• Accesses information from a range of sources and interprets documents to confirm and determine requirements
• Checks numerical data accuracy and completeness

Writing

2.2-2.4, 3.1, 3.2

• Correctly records information and completes forms, checking for accuracy of information and data

Oral Communication

1.1-1.3, 3.2

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

Numeracy

2.1, 2.2, 2.4, 3.1, 3.2

• Uses mathematical equations to calculate and check the accuracy of transactions

Navigate the world of work

1.1, 1.3, 2.1, 2.2, 2.4, 3.1, 3.2, 3.3

• Understands boundaries and responsibilities of role and complies with explicit organisational policy and procedures required for account transactions and related customer service standards

Interact with others

1.1, 1.2, 1.3, 2.3

• Selects and uses appropriate protocols and conventions to communicate with colleagues and customers in the conduct of a service based relationship

Get the work done

1.2, 1.3, 2.1, 2.2, 2.3, 2.4, 3.1, 3.2, 3.3

• Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes
• Responds to predictable routine problems and implements standard procedures and solutions, or refers to others as required
• Uses the main features and functions of digital tools and systems to complete work tasks

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

Release 

Comments 

Release 1

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