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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. Represent financial services institution
   • Recognise and confirm role and purpose of agency in providing services on behalf of financial services institution
   • Develop and maintain knowledge of relevant range of products and services
   • Effectively maintain documentation about financial services institution and its products and services to ensure its accessibility, accuracy, currency and quality
   • Know and access relevant contact people, hotline phone numbers and websites of financial services institution to provide support and clarify service queries
2. Identify customers’ financial service needs
   • Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice
   • Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution
   • Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms
3. Process customer transactions
   • Check information or forms provided by customers for accuracy and completeness
   • Complete transactions in timely and accurate manner using protocols and processes of financial services institution
   • Maintain accurate customer account and transaction details
   • Routinely conduct accurate reconciliation of monies received with transaction records
   • Respond to customer queries or complaints in courteous and timely manner using required protocols and processes
   • Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution
4. Identify customers’ financial service needs
   • Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice
   • Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution
   • Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms

Performance Evidence

Evidence of the ability to:

maintain and apply relevant and up-to-date knowledge of the products and services of the retail agency

provide accurate information and assistance to customers with documentation

review forms and documentation for accuracy

process transactions accurately

routinely conduct reconciliation of monies with transaction records

apply effective customer service skills in dealing with customers of the retail agency

identify and respond to customer queries and complaints within appropriate scope of authority and in accordance with appropriate legislative requirements

provide information to customers regarding the complaints process and assist customers in a courteous and timely manner.

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 role, services and products provided by the agency on behalf of the financial services institution

describe the key features of:

customer service principles and practice

organisational policy, procedures and protocols, including complaints

outline the key steps and reasons for verifying customer identity and security checking procedures

describe the key requirements of legislation and industry regulation that impact on the scope of advice that can be provided on financial products and services and their benefits and applications.

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