Required skills

welldeveloped communication skills to

determine and confirm customer requirements using questioning and active listening as required and avoiding unnecessary industry jargon

provide advice on and negotiate appropriate mobile banking services to customers

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

literacy skills for

analysing information on mobile banking services to ensure appropriateness to customer needs currency and accuracy

reading and interpreting documentation from a variety of sources and recording gathering and consolidating financial information

completing relevant documentation

numeracy skills to make financial calculations and accurately analyse record and store financial data in accordance with organisational requirements

IT skills for accessing and using appropriate software such as spreadsheets and databases and using internet information

organisational skills including the ability to arrange meetings and plan and sequence work

Required knowledge

organisational policy and guidelines related to mobile banking services and products

overview of similar products available in the industry their characteristics and conditions

relevant financial document details including

brochures

fact sheets

selling techniques

verbal and nonverbal communication signals and techniques

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

maintain current knowledge of mobile banking products and services available to customers

arrange meetings and create rapport with customers to meet their mobile banking needs

close and secure service agreements

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 mobile banking services information

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

observing and adhering to processes and procedures in workplaces or role plays

verbal or written questioning on underpinning knowledge and skills

accessing and validating third party reports

Guidance information for assessment

Mobile banking services may include:

Organisational policies and procedures may include:

Features, characteristics and benefits of mobile banking services may include:

Sales aids may include:

Customer resistance or objections to offered services may be:

Appropriate strategies to respond to customer resistance may include:

Documentation to provide mobile banking services for a customer may include, but is not limited to: