Required skills

communication skills to

clearly explain financial literacy needs and skills tocustomers and customers using questioning and active listening as required and respondingwith empathy in sensitive cases

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

IT skills to use internet information

literacy skills for

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

drafting documents for customers and customers

problem solving skills to identify any issues that have the potential to impact on the customers understanding and develop options

organisational skills including the ability to plan and sequence work

Required knowledge

relevant industry codes of practice including

Consumer Credit Code

Privacy Act

Credit Act

relevant State and Territory legislation regarding consumer credit issues

roles and relationships between participants within the Australian financial services industry including banks and other financial intermediaries

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

empathise and build rapport with customers

assess customers existing level of financial literacy

impart basic financial literacy principles to customers in meaningful ways using plain language

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

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

Guidance information for assessment

Financial institutions include:

Relevant aspects of the customer's own financial situation may include:

Options to purchase goods and services include:

Accounts available for holding and saving money may include:

Advantages and disadvantages of different types of accounts may refer to:

Methods to access funds may include:

Techniques may include

Insurance may include: