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. Provide customer service | 1.1 Greet and serve customer with respect and professionalism in accordance with company service standards and expectations 1.2 Provide customer with information as required in timely, accurate and effective manner, answering any queries about transactions fully and clearly to ensure customer is appropriately informed 1.3 Refer transactions outside knowledge or delegated authority of officer to other personnel for resolution, as required |
2. Process basic financial transactions | 2.1 Process customer transactions in accurate and timely manner using standard policies, procedures and systems 2.2 Check documentation or systems entry to support transactions for accuracy and completeness, and maintain and verify customer account and transaction details using correct procedures 2.3 Resolve or refer customer complaints and disputes to other authorised personnel, and rectify customer accounts where necessary 2.4 Perform accurate reconciliation of subsidiary ledgers to general ledger accounts, and levy fees appropriate to transaction in accordance with standard procedures |
3. Administer transaction process | 3.1 Analyse and respond to error records and exception reports according to standard procedures and within required timeframes 3.2 Provide activity reports, monitoring nature and level of transaction activity and update database records or customer files according to standard procedures and within required timeframes 3.3 Safely and securely store customer records in accordance with standard processes, recognising requirement to protect customer privacy and commercial confidentiality |
Evidence of the ability to:
provide responsive customer service and accurate information relating to account transactions
check and verify customer details in accordance with the organisation’s customer identification process
process transactions in an accurate and timely manner, and clarify customer queries clearly
assess transaction activity reports to ensure accuracy and completeness, and resolve errors according to organisational process
follow customer complaint and dispute resolution policy and procedures
maintain and apply knowledge of range of products, features and fees.
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:
describe the key features of organisational products
outline the key features of policies and procedures relating to customer account service and techniques
outline the key steps and reasons for security checking procedures and escalation of suspicious matters
identify the key operational features and maintenance requirements of equipment used in processing customer transactions.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the financial retail services field of work and include access to:
common office equipment, technology, software and consumables
financial services product information
integrated financial transaction system – equipment and data.
Assessors must satisfy NVR/AQTF assessor requirements.