Required skills

communication skills to

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

sell products and services within the scope of the job role

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to

make basic financial transaction calculations

access and use computerbased transaction systems

access and use internet information

problem solving skills to address customer service issues

literacy skills to read documents and complete forms and transaction records accurately

organisational skills including the ability to plan and sequence work

teamwork skills to work cooperatively with others

Required knowledge

customer service principles and practice

organisation policies procedures and protocols

scope of capacity to offer advice on financial products and services and their benefits and applications within the requirements of the Financial Services Reform Act FSRA

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 and apply relevant and up to date knowledge of the products and services of the retail agency and provide accurate information and processing of transactions including the accurate handling of monies

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

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 financial services or related 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 relevant agency transaction systems and data

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

verbal or written questioning on underpinning knowledge and skills

accessing and validating third party reports

Guidance information for assessment

Agency offering financial service transactions and service include:

Products and services may include:

Authorisation to offer advice to customers must comply with:

Accuracy and completeness of documentation includes checking:

Transactions may be both manual and electronic and include: