Assessor Resource

FNSRTS401A
Manage credit card services

Assessment tool

Version 1.0
Issue Date: April 2024


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

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.

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:

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

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

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

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.

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
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 
Queries about terms, conditions and costs are answered fully and clearly to ensure customers are appropriately informed 
Information is gathered from the customer as required and using standard procedures to support the application for the credit card 
Information provided is checked in accordance with standard procedures for authenticity, accuracy and completeness 
Credit scoring is conducted using standard systems and procedures to ascertain credit worthiness and determine the customer's suitability for the product 
Application is completed and processed in accordance with standard procedures and customer notified of approval or disapproval of their application 
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 
Consultation or referral to other personnel is undertaken to determine further details required 
Card transactions are processed in accordance with organisation's card security policies and procedures 
Complaints and enquiries are processed in accordance with the Electronic Funds Transfer (EFT) Code of Conduct for captured and hot listed cards 
Card database is administered in accordance with the organisation's policies and procedures 
Duplicate transactions and charge-backs are identified and processed according to organisation's policies and procedures 
Card security procedures are checked to ensure appropriate procedures are in place 

Forms

Assessment Cover Sheet

FNSRTS401A - Manage credit card services
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

FNSRTS401A - Manage credit card services

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: