Assessor Resource

FNSRTS301A
Provide customer service in a retail agency

Assessment tool

Version 1.0
Issue Date: May 2024


This unit may apply to job roles in a range of financial services organisations or those that provide agency services for financial services organisations including in pharmacies and post offices.

This unit describes the performance outcomes, skills and knowledge required to apply customer service skills and process financial services transactions in non-financial services organisations that act as an agency, particularly in rural and remote areas.

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:

maintain and apply relevant and up to date knowledge of the products and services of the retail agency and provide accurate information and processing of transactions including the accurate handling of monies

apply effective customer service skills in dealing with customers of the retail agency

identify and respond to customer queries and complaints within appropriate scope of authority and in accordance with appropriate legislative requirements.

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 financial services or related 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 relevant agency transaction systems 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

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

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

sell products and services within the scope of the job role

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

make basic financial transaction calculations

access and use computer-based transaction systems

access and use internet information

problem solving skills to address customer service issues

literacy skills to read documents and complete forms and transaction records accurately

organisational skills, including the ability to plan and sequence work

teamwork skills to work cooperatively with others

Required knowledge

customer service principles and practice

organisation policies, procedures and protocols

scope of capacity to offer advice on financial products and services and their benefits and applications within the requirements of the Financial Services Reform Act (FSRA)

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.

Agency offering financial service transactions and service include:

pharmacies

post offices

stock and station agencies.

Products and services may include:

deposits and withdrawals from savings accounts

distribution of application forms

payment of bills

payment of credit card balances

payment of insurance or other financial product invoice.

Authorisation to offer advice to customers must comply with:

Anti-Money Laundering and Counter Terrorism Financing Acts

Cheques and Payment Orders Act

Financial Transaction Reports Act.

Accuracy and completeness of documentation includes checking:

authenticity of signatures

that all forms are completed accurately and legibly

appropriate forms are used for the transaction.

Transactions may be both manual and electronic and include:

accurate processing of transactions into system according to policy

clearance of terminal and tender transferred according to procedure

completion of records for transaction errors according to policy

initiation of transaction by opening terminal.

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 agency in providing services on behalf of the financial services institution is recognised and confirmed 
Knowledge of the relevant range of products and services is developed and maintained 
Documentation about the financial services institution and its products and services is effectively maintained to ensure its accessibility, accuracy, currency and quality 
Relevant contact people, hotline phone numbers and websites of the financial services institution are known and accessed to provide support and clarify service queries 
Timely and courteous responses are provided to customer requests within the limits of the agency authorisation to offer advice 
Requests for information, advice, products or services that fall outside the agency level of authorisation or knowledge are referred to the financial services institution 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 
Transactions are completed in a timely and accurate manner using the protocols and processes of the financial services institution 
Accurate customer account and transaction details are maintained 
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 
Customer queries or complaints that are outside the agency's level of authorisation or knowledge are referred to the financial services institution for resolution 

Forms

Assessment Cover Sheet

FNSRTS301A - Provide customer service in a retail agency
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

FNSRTS301A - Provide customer service in a retail agency

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: