Assessor Resource

FNSBNK403A
Provide services in a Business Transaction Centre

Assessment tool

Version 1.0
Issue Date: May 2024


This unit may be applied in a range of organisations that provide business transaction centre services. Rural centres are operated by a wide range of organisations frequently hosted in credit unions, libraries or other existing community service centres with funding provided by the Commonwealth government with the intent of ensuring regional and rural communities have ready access to an appropriate range of transaction processing and other services such as Medicare claims and Centrelink enquiries.

This unit describes the performance outcomes, skills and knowledge required to provide a breadth of service in Business (and Rural) Transaction Centres (BTCs and RTCs) in regional and remote Australia, including customer service, processing and customer needs analysis.

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

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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:

provide accurate information, advice and transaction processing for a wide range of agencies such as:

local government councils

road traffic authorities

financial institutions

Medicare and Centrelink

provide high level customer service

provide confidential and sensitive information to a diverse community.

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 financial services product information and internet

access to organisational policies, procedures and systems.

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

setting and reviewing workplace projects and business simulations or scenarios

accessing and validating third party reports.

Guidance information for assessment

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to:

determine and confirm customer requirements, using questioning and active listening as required

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

problem solving skills to identify any issues that have the potential to impact on customerservices and develop options to resolve these issues when they arise

literacy skills for analysing information and products to ensure appropriateness to customer needs, currency and accuracy

IT skills for accessing and using appropriate software and internet information

product selling skills including cross-selling

quality control and continuous improvement skills to maintain and develop customer services

Required knowledge

Business Transaction Centre (BTC) and Rural Transaction Centre (RTC) policies, procedures and protocols

scope of capacity to offer advice within the requirements of the Financial Services Reform Act (FSRA) and other legislation

the full range of BTC products and services and their benefits and applications

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.

Business (and Rural) Transaction Centres are:

developed to meet local needs and conditions and are managed by a local committee

funded by the Commonwealth government to ensure communities, particularly in rural and regional areas, have accessible and local access to a range of key services.

Products and services provided include:

Australian Taxation Office (ATO) information and access to advisory services

business services and advice

Centrelink enquiries and communications

deposits and withdrawals from accounts held with a variety of financial institutions

distribution of application forms

BTCs may also offer:

internet access and training

library services

local government information and services

Medicare premium payments, claims and information

office space for visiting professionals

payment of bills from a range of commercial and government agencies

payment of credit card balances

public telephone and facsimile access

secretarial and copying services

Veterans' Affairs services.

Accuracy and completeness of documentation includes checking:

authenticity of signatures

that all forms are completed accurately and legibly

use of appropriate forms for the transaction.

Processes and protocols to protect customer privacy and confidentiality may include:

adherence to the BTC's training requirements to ensure the procedures and processes of the agencies for whom services are provided are met

compliance with National Privacy Principles (NPP) legislation

compliance with the anti-hawking provisions of the Corporations Act

compliance with the Electronic Funds Transfer (EFT) Code of Conduct legislation

operational compliance with the Financial Services Reform (FSR) legislation.

Transactions may be both manual and/or electronic and includes:

accurate processing of transactions

completion of records for transaction errors

initiation of transaction.

Skill development and assistance required by customers may include:

demonstration of the use of:

photocopiers

printers

telecommunications equipment

other office equipment

training and support to access the internet and send emails.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
The role and purpose of the Business Transaction Centre in providing services to the local community and its relationship to the institution in which it is hosted are recognised and communicated to customers 
Knowledge of the relevant range of products and services is developed and maintained 
Documentation and promotional material about the range of services facilitated by the centre are effectively maintained to ensure accessibility, accuracy, currency and quality 
Relevant contact people, hotline phone numbers and websites of the services supported by the centre are accessed to provide support and clarify service queries 
Timely and courteous responses are provided to customer requests and queries 
Requests for information, advice, products or services that fall outside the centre's level of authorisation or capacity are referred to the relevant service provider or agency for resolution 
Help and assistance is provided to customers to ensure the full and accurate completion of documentation or transaction forms 
Information or forms provided by customers are checked for accuracy and completeness 
Processes and protocols to maintain the privacy of customer information are followed in line with the centre's established standards 
Transactions are completed in a timely and accurate manner using the protocols and processes of the centre 
Accurate customer transaction details are maintained and reported as required for each service provided on behalf of another agency 
Accurate reconciliation of monies received with transaction records is conducted routinely 
Customer queries or complaints are responded to in a courteous and timely manner using the required protocols and processes 
Professional and confidential assistance and advice is provided to customers 
Bookings for appointments with other professionals or service providers are conducted efficiently and effectively using standard operating procedures 
Customers seeking skill development and assistance in order to access the full range of services offered by the centre are provided with courteous, accurate and timely support 

Forms

Assessment Cover Sheet

FNSBNK403A - Provide services in a Business Transaction Centre
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

FNSBNK403A - Provide services in a Business Transaction Centre

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: