Elements and Performance Criteria
- Represent the Business Transaction Centre
- The role and purpose of the Business Transaction Centre in providing services to the local community and its relationship to the institution in which it is hosted are recognised and communicated to customers
- Knowledge of the relevant range of products and services is developed and maintained
- Documentation and promotional material about the range of services facilitated by the centre are effectively maintained to ensure accessibility, accuracy, currency and quality
- Relevant contact people, hotline phone numbers and websites of the services supported by the centre are accessed to provide support and clarify service queries
- Identify customer service and information needs
- Timely and courteous responses are provided to customer requests and queries
- Requests for information, advice, products or services that fall outside the centre's level of authorisation or capacity are referred to the relevant service provider or agency for resolution
- Help and assistance is provided to customers to ensure the full and accurate completion of documentation or transaction forms
- Process customer transactions
- Information or forms provided by customers are checked for accuracy and completeness
- Processes and protocols to maintain the privacy of customer information are followed in line with the centre's established standards
- Transactions are completed in a timely and accurate manner using the protocols and processes of the centre
- Accurate customer transaction details are maintained and reported as required for each service provided on behalf of another agency
- 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
- Provide support and service information to customers
- Professional and confidential assistance and advice is provided to customers
- Bookings for appointments with other professionals or service providers are conducted efficiently and effectively using standard operating procedures
- Customers seeking skill development and assistance in order to access the full range of services offered by the centre are provided with courteous, accurate and timely support