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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. Process applications for debit transaction cards
   • Provide customers with information on debit cards, including their usage, terms and conditions, and benefits
   • Gather information from customers as required to support applications for cards
   • Check information provided in accordance with standard procedures for authenticity, accuracy and completeness, and complete and process applications in accordance with procedures
   • Notify customers of approval or disapproval of applications
   • Use standard procedures to issue customers with debit cards despatched to branch for collection by authorised person or cardholder, or sent by mail
2. Process card transaction
   • Consult with or refer to other personnel to determine transaction details, if required
   • Process card transactions in accordance with organisational policy and procedures
   • Process complaints and enquiries in accordance with organisational guidelines and codes of conduct relating to electronic funds transfer for captured and hot listed cards
3. Administer card database
   • Administer card database in accordance with organisational policy and procedures
   • Identify and process duplicate transactions and charge-backs according to organisational policy and procedures
   • Follow card security procedures to ensure appropriate actions are taken

Performance Evidence

Evidence of the ability to:

provide relevant information and assist customers to make an application for a debit card

process applications for debit transactions and card transactions

follow organisational procedures, including those relating to card security

use and update card database accurately.

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 steps required to charge-back and duplicate transaction procedures

describe key features of organisational procedures, industry codes of practice and legislation as it relates to debit card services, including:

electronic funds transfer code of conduct

National Credit Code

privacy legislation

credit legislation

describe the key features of policies and procedures in regard to electronic banking – card services and security

identify and categorise the range of cards and describe the operation of card databases

outline the key steps and reasons for customer verification and security checking procedures.

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