Required skills

welldeveloped communication skills to

determine and confirm customer requirements using questioning and active listening as required

lead and coach staff

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

welldeveloped interpersonal skills to establish rapport with and between team members

welldeveloped human resource management and leadership skillsproblem solving skills to identify any issues that have the potential to impact on the small business customerservices and develop options to resolve these issues when they arise

literacy skills for

analysing information and products to ensure appropriateness to customer needs currency and accuracy

developing sales campaign material

producing written reports and team guidance material

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

planning organisational and time management skills to sequence tasks meet timelines and arrange meetings

creative skills for developing strategies to motivate customer service teams

Required knowledge

characteristics of customer motivations needs and wants

financial products and services and their benefits and applications

legislation and regulation relevant to the area including

Financial Services Reform Act FSRA

company law

Trade Practices Act

organisational systems policies procedures and protocols

principles of business management

principles of human resource management

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

effectively manage a team of small business customer service officers

develop maintain and apply understanding of the small business market segment

undertake high level planning and human resource development

communicate effectively and apply appropriate problem solving skills

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 financial services product information

access to organisational policies procedures and process documentation

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 processes and procedures in workplaces or role plays

verbal or written questioning on underpinning knowledge and skills

setting and reviewing workplace projects and business simulations or scenarios

evaluating samples of work

accessing and validating third party reports

Guidance information for assessment

The service needs and wants of the business customer segment may include:

Customer usage patterns may be defined by:

Product and service options for small businesses may include:

Campaigns conducted with small business customers may include:

Service standards may include:

Portfolios of small business customers may be determined by:

Effective communication includes: