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.
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Develop services for small businesses | 1.1 Identify attributes, service needs and wants of small business customers as basis for tailoring communications and services 1.2 Analyse current usage patterns of institution’s small business customers and identify product and service options for them 1.3 Design new products and services tailored to small business customers, and negotiate their implementation in accordance with institution’s business rules and processes 1.4 Identify and plan campaigns targeted to small business portfolio in manner which meets institution’s standards and timeframes 1.5 Develop reward and recognition strategies to build customer loyalty and manage implementation |
2. Manage small business customer service teams | 2.1 Effectively develop and communicate team and individual roles, responsibilities, goals and plans following appropriate consultations and in line with established processes and protocols of institution 2.2 Establish service standards and performance indicators to manage and support performance of customer service teams and their portfolios of customers 2.3 Monitor performance of staff within customer service teams and provide feedback as part of performance management processes of institution 2.4 Identify, implement and monitor processes to ensure effective communication with and within small business customer service teams 2.5 Plan, implement and monitor processes to resolve customer complaints |
3. Lead, support and develop small business customer service teams | 3.1 Actively encourage staff to participate in and assume responsibility for team performance 3.2 Model high standards of personal performance, respect for team members and open communications, and provide staff with opportunity and support to identify and resolve problems 3.3 Provide feedback to staff to recognise effort and success, and provide information, advice and coaching as required in timely and effective manner |
4. Evaluate and report outcomes | 4.1 Develop, implement and monitor strategies to support continuous improvement of small business customer service teams 4.2 Report against targets using standards, protocols and procedures, analyse exception or feedback reports and implement processes to rectify faults or capitalise on opportunities 4.3 Review product and service offering targeted to small business customer segment and recommend solutions for improvement in accordance with institution’s business rules and processes |
Evidence of the ability to:
undertake high level planning and human resource development to manage services for small business customers
establish and monitor team performance measures and provide feedback and coaching as required
clearly articulate role and team requirements, and organisational policy and procedures to support performance
effectively manage a team of small business customer service officers
review and report on product and service offerings, including the development of appropriate solutions.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
analyse and describe the key characteristics of customer motivations, needs and wants
analyse the key features of and discuss issues relating to the small business market segment
compare and contrast the benefits and applications of a range of financial products and services
describe the key features of legislation and regulation relevant to:
financial services
company law
competition and consumers
outline the key features of organisational systems, policy, procedures and protocols related to managing services for small business customers
analyse and discuss the key principles of business management
analyse and discuss the key principles of human resource management.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the banking field of work and include access to:
office equipment, technology, software and consumables
financial services product information
organisational policy, procedures and process documentation.
Assessors must satisfy NVR/AQTF assessor requirements.