Unit of competency details

Unit descriptor 

This unit describes the performance outcomes, skills and knowledge required to maintain and provide credit card services.

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

Application of the unit 

This unit may apply to job roles in retail financial institutions including banks and credit unions and other organisations managing credit card services.

Prerequisite units 

Employability skills 

This unit contains employability skills.

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

ELEMENT 

PERFORMANCE CRITERIA 

1. Commence credit card application process

1.1. Customer is provided with information on credit cards  including their benefits, usage, terms and conditions explaining the benefits and uses of relevant cards to ensure an appropriate match with their needs

1.2. Queries about terms, conditions and costs are answered fully and clearly to ensure customers are appropriately informed

1.3. Information is gathered from the customer as required and using standard procedures to support the application for the credit card

2. Check and process credit card applications

2.1. Information  provided is checked in accordance with standard procedures for authenticity, accuracy and completeness

2.2. Credit scoring is conducted using standard systems and procedures to ascertain credit worthiness and determine the customer's suitability for the product

2.3. Application is completed and processed in accordance with standard procedures and customer notified of approval or disapproval of their application

2.4. Standard procedures are used to issue customer with credit cards despatched to the branch for collection by the authorised person or card holder or sent by mail

3. Process card transaction

3.1. Consultation or referral to other personnel  is undertaken to determine further details required

3.2. Card transactions are processed in accordance with organisation's card security policies and procedures 

3.3. Complaints and enquiries are processed in accordance with the Electronic Funds Transfer (EFT) Code of Conduct for captured and hot listed cards 

4. Administer card database

4.1. Card database is administered in accordance with the organisation's policies and procedures

4.2. Duplicate transactions and charge-backs are identified and processed according to organisation's policies and procedures 

4.3. Card security procedures are checked to ensure appropriate procedures are in place

REQUIRED SKILLS AND KNOWLEDGE 

This section describes the skills and knowledge required for this unit.

Required skills 

• well-developed communication skills to:

• determine and confirm customer credit card service requirements, using questioning and active listening as required
• explain credit card services and features to customers
• inform customers of credit card application outcomes
• liaise with others, share information, listen and understand
• use language and concepts appropriate to cultural differences

• numeracy and IT skills to:

• make financial non-cash transaction calculations
• check credit card transaction requirements
• access and use computer-based card databases and systems

• problem solving skills to address customer card use or transaction issues
• literacy skills to read documents and complete forms and records accurately
• organisational skills, including the ability to plan and sequence work
• teamwork skills to work cooperatively with others
• self-management skills for complying with organisational procedures and requirements

Required knowledge 

• industry codes of practice including:

• Consumer Credit Code
• Privacy Act
• Credit Act

• policies and procedures in regard to electronic banking, card services and security
• range of cards accepted and operation of card databases
• relevant legislation and statutory requirements
• security checking procedures
• operation and maintenance of equipment which may include:

• security equipment
• transaction terminals
• numerical display boards
• calculators
• scanners

EVIDENCE GUIDE 

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the ability to:

• effectively apply processes required to process a debit card application and to process transactions
• thoroughly check card database information and follow card security procedures.

Context of and specific resources for assessment 

Assessment must ensure:

• competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
• access to and the use of a range of common office equipment, technology, software and consumables
• access to an credit card database, system and data.

Method of assessment 

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

• evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
• verbal or written questioning on underpinning knowledge and skills
• accessing and validating third party reports.

Guidance information for assessment 

RANGE STATEMENT 

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Cards  may include:

• a range of credit cards recognised by an organisation.

Information  from customers may include:

• personal identification information such as:

• driver's license
• passport
• social security information
• bills
• rate notices.

Other personnel  may include:

• employees or supervisors and managers.

Card security policies and procedures  may include:

• confidentiality of information held
• encryption to prevent illegal access
• procedures in the event of loss or theft of card
• procedures to identify card holder.

Hot listed cards  refer to:

• cards reported as stolen or lost
• fraudulent cards.

Organisation policies and procedures  in regard to:

• administrative and clerical systems
• product and account and service range
• range of responsibility
• size, type and location of branch
• types of equipment used.

Unit sector 

Financial retail services

Competency field 

Co-requisite units