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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. Sell mobile banking services
   • Address client enquiries for mobile banking services in prompt manner
   • Identify and confirm benefits of mobile banking services for client
2. Explain mobile banking service features
   • Explain mobile services to clients in clear and unambiguous way, avoiding jargon and in language appropriate to receiver
   • Answer all client queries promptly and accurately and, where applicable, provide initial documentation to clients setting out mobile banking services
   • Inform clients clearly about any restrictions that may apply to mobile banking services
   • Explain mobile banking service details to clients clearly and accurately, using questioning to confirm understanding
3. Complete mobile banking service agreements
   • Assist clients to make informed choices on mobile banking services, with advice provided in strict accordance with regulatory restrictions and organisational policy
   • Discuss and explain recommendations to clients in clear and unambiguous way
   • Complete and process documentation to provide mobile banking services to client accounts according to organisational requirements
4. Provide follow-up service
   • Contact new mobile banking clients to obtain comments about using service
   • Respond to problems in using service promptly and effectively
   • Provide advice on better use of service as required

Performance Evidence

Evidence of the ability to:

respond to client queries using clear and effective communication skills

determine client requirements, assess suitability of products and services and advise on mobile banking needs

strictly follow regulatory restrictions and organisational policy and procedures to provide sales and services to clients

explain documentation thoroughly to clients and complete accurately, assisting clients where applicable

respond to problems and provide follow-up service.

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 the key features of mobile banking products and services available to clients

outline the key characteristics and conditions of similar products available in the industry

describe the key features of organisational policy and procedures related to mobile banking services and products

describe the key features of relevant financial documents relating to mobile banking products and services, including:

brochures

fact sheets

compare and contrast the key features of selling techniques.

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