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. Commence credit card application process

1.1 Provide client with information on credit cards, including their benefits, usage, terms and conditions, and explain benefits and uses of relevant cards to ensure appropriate match with their needs

1.2 Answer queries about terms, conditions and costs fully and clearly to ensure clients are appropriately informed

1.3 Gather information from client as required and use standard procedures to support application for credit card

2. Check and process credit card applications

2.1 Check information provided in accordance with standard procedures for authenticity, accuracy and completeness

2.2 Conduct credit scoring using standard systems and procedures to ascertain credit worthiness and determine client suitability for product

2.3 Complete and process application in accordance with standard procedures and notify client of approval or disapproval of their application

2.4 Use standard procedures to issue client with credit cards despatched to branch for collection by authorised person or cardholder, or sent by mail

3. Process card transaction

3.1 Consult or refer to other personnel to determine if further details are required

3.2 Process card transactions in accordance with organisational card security policy and procedures

3.3 Process complaints and enquiries in accordance with industry codes of conduct for captured and hot listed cards

4. Administer card database

4.1 Administer card database in accordance with organisational policy and procedures

4.2 Identify and process duplicate transactions and charge-backs according to organisational policy and procedures

4.3 Check card security procedures to ensure appropriate procedures are in place

Skill 

Performance Criteria 

Description 

Reading

2.1, 2.2, 4.2, 4.3

• Accesses and interprets documents from a range of sources to determine key features of products and services, and to confirm and determine requirements relating to work processes

Writing

1.1-1.3, 2.3, 2.4, 3.1, 3.3

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

Oral Communication

1.1-1.3, 2.3, 3.1, 3.3

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

Numeracy

1.1-1.3, 2.1, 2.2

• Uses mathematical equations to perform and check accuracy of non-cash transaction calculations and credit card transaction requirements

Navigate the world of work

1.3, 2.1, 2.2, 2.3, 2.4, 3.2, 3.3, 4.1, 4.2

• Recognises and complies with all organisational policy and procedures and relevant regulatory codes and practice within own work role

Interact with others

1.1, 1.2, 1.3, 3.1

• Uses correct communication practices and protocols to elicit and share information with clients and to consult with relevant personnel

Get the work done

1.1, 1.3, 2.1, 2.2, 2.3, 2.4, 3.2, 3.3, 4.1, 4.2, 4.3

• Plans, organises, and administers credit card services efficiently for effective outcomes in compliance with organisational policy, procedures and regulatory requirements
• Responds to complaints and enquiries, and manages transaction anomalies using defined standards and practice
• 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 

FNSRTS401 Manage credit card services

FNSRTS401A Manage credit card services

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.