Google Links

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

Elements and Performance Criteria

1. Represent Business Transaction Centre
   • Recognise and communicate role and purpose of BTC in providing services to local community and its relationship to organisation in which it is hosted to clients
   • Develop and maintain knowledge of relevant range of products and services
   • Effectively maintain documentation and promotional material about range of services facilitated by centre to ensure accessibility, accuracy, currency and quality
   • Access relevant contact people, hotline phone numbers and websites of services supported by centre to provide support and clarify service queries
2. Identify client service and information needs
   • Provide timely and courteous responses to client requests and queries
   • Refer requests for information, advice, products or services that fall outside centre’s level of authorisation or capacity to relevant service provider or agency for resolution
   • Provide help and assistance to clients to ensure full and accurate completion of documentation or transaction forms
3. Process client transactions
   • Check information or forms provided by clients for accuracy and completeness
   • Follow processes and protocols to maintain privacy of client information in line with centre’s established standards
   • Complete transactions in timely and accurate manner using protocols and processes of centre
   • Maintain accurate client transaction details and report as required for each service provided on behalf of another agency
   • Routinely conduct accurate reconciliation of monies received with transaction records
   • Respond to client queries or complaints in courteous and timely manner using required protocols and processes
4. Provide support and service information to clients
   • Provide professional and confidential assistance and advice to clients
   • Efficiently and effectively conduct bookings for appointments with other professionals or service providers using standard operating procedures
   • Provide clients seeking skill development and assistance to access full range of services offered by centre with courteous, accurate and timely support

Performance Evidence

Evidence of the ability to:

provide accurate and timely information, advice and transaction processing for a range of agencies

provide high level client service, including responding to queries and complaints, referrals, assistance with documentation and provision of confidential and sensitive information to diverse community members

efficiently complete transactions, accurately reconcile monies and complete required reports.

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

---

Knowledge Evidence

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

describe the key features of Business Transaction Centre (BTC) or Rural Transaction Centre (RTC) policy, procedures and protocols

describe the organisation’s client service requirements, including protocols for the complaints process and authorisation procedures when delivering services

describe the full range of BTC or RTC products and services, and their benefits and applications

explain the process for maintaining accurate client and agency information and reports

explain the key requirements of relevant legislation relating to:

privacy

electronic funds transfer

fraud

consumer protection

workplace health and safety (WHS).

---