Elements and Performance Criteria
- Identify customer account needs
- Address requests for information on range, options and features of account services available in timely, accurate and comprehensive manner, or refer if necessary to other authorised personnel
- Provide information to customers to assist in selection of appropriate product which outlines product features, matches products to customer needs, and describes cost of operation and conditions of accounts
- Assist customers when completing relevant documentation for selected services and products
- Open customer account
- Interview potential account holders to gather information required for opening of accounts, with applicant identified for security purposes according to organisational procedures
- Assess information provided for accuracy and sufficiency according to standard organisational procedures
- Verify completed documentation for accuracy and accept deposits, ensuring that receipts and certificates are issued
- Process new applications and transactions in accordance with organisational policy and procedures to ensure timely and accurate completion of task
- Provide information to customer about processes for activating account, including timeframe and mechanisms for receiving transaction cards or deposit books and most cost effective way to use account
- Transfer or close customer account
- Interview account holder seeking to transfer or close account to gather required information which is assessed for accuracy and sufficiency according to standard organisational procedures
- Verify completed documentation for accuracy and process applications for transfer or closure in accordance with organisational policy and procedures to ensure timely and accurate completion of task
- Provide information about finalisation of process in accordance with organisational policy and procedures
- Administer the process
- Use standard organisational processes and protocols to verify customer identity when collecting processed documentation and cards from branch
- Follow up customer queries or complaints about operation of service with appropriate personnel according to standard procedures
- Provide reports on account activity in line with standard policy and procedures, and respond to any exception reports