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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Manage relationships with small business customers
   • Contribute to development of service strategy for small business customers
   • Analyse current usage patterns of small businesses within portfolio and identify effective service and product options
   • Access and update databases to support management of portfolio to ensure availability of consistent and accurate information
   • Conduct campaigns targeted to small business portfolio in manner which meets organisation’s standards and timeframes
   • Contribute to reward and recognition strategies to build customer loyalty and deliver to customers
2. Provide service to portfolio of small business customers
   • Administer portfolio of small business customers using business rules and processes of financial services organisation, and deliver services to standard specified for small business customer segment
   • Undertake effective and personalised communications including telephone, email, mail or personal contacts within designated organisational service standards
   • Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel within organisation in timely and effective manner
   • Coordinate and follow up service delivery to ensure customer satisfaction and to provide effective and efficient single point of contact for customers within portfolio
3. Provide high level and tailored small business banking solutions and service
   • Ascertain and evaluate customers’ business banking needs
   • Identify products to manage business cash flow and negotiate, model and sell rates
   • Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management
   • Identify and implement banking services that assist with efficient management and statutory reporting of small business
   • Coordinate resolution of service faults or concerns
4. Evaluate and report outcomes
   • Report against targets using standards, protocols and procedures
   • Analyse exception or feedback reports and rectify problems
   • Review product and service offering targeted to small business customer segment and recommend solutions for improvement to management

Performance Evidence

Evidence of the ability to:

comply with organisational business rules, processes and procedures to deliver services to small business customers

identify and provide tailored business banking solutions and/or referrals to specialists to meet the identified needs of small business

efficiently coordinate a portfolio of specified small business customers to ensure customer satisfaction with products and services

effectively use communication and problem-solving skills in managing relationships with small business customers

efficiently use organisational systems and reports to identify, document and evaluate customer banking needs.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

describe customer usage patterns and document potential service and product options

analyse key characteristics of customer motivations, needs and wants

compare and contrast financial products and services, and their benefits and applications for small business customers

describe the key features of organisational systems, policy, procedures and business rules relevant to delivering services to small business customers

discuss the key principles of customer relationship marketing

outline the organisation’s referral process and its relationship to customer satisfaction

describe information that can be accessed from organisational systems to assist in identifying and addressing customer needs

outline the key small business legislative and reporting requirements.

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