Elements and Performance Criteria
- Identify customer account needs
- Requests for information on the range, options and features of account services available are addressed in a timely, accurate and comprehensive manner, or referred if necessary to other authorised personnel
- Information is provided to customers to assist in the selection of an appropriate product which outlines product features, matches products to customer needs, describes the cost of operation and the conditions of the accounts
- Customers are assisted when completing relevant documentation for selected services and products
- Open customer account
- Potential account holders are interviewed to gather information required for the opening of accounts with applicant identified for security purposes according to organisational procedures
- Information provided is assessed for accuracy and sufficiency according to the standard organisation procedures
- Completed documentation is verified for accuracy and deposits are accepted ensuring that receipts and certificates are issued
- New applications and transactions are processed in accordance with organisation's policies and procedures to ensure the timely and accurate completion of the task
- Information is provided to customer about the processes for activating the account including the timeframe and mechanisms for receiving transaction cards or deposit books and the most cost effective way to use the account
- Transfer or close customer account
- The account holder seeking to transfer or close an account is interviewed to gather the required information which is assessed for accuracy and sufficiency according to the standard organisation procedures
- Completed documentation is verified for accuracy and applications for transfer or closure are processed in accordance with organisation's policies and procedures to ensure the timely and accurate completion of the task
- Information about the finalisation of the process is provided in accordance with organisation policies and procedures
- Administer the process
- Standard organisation processes and protocols are used to verify customer identity when collecting processed documentation and cards from a branch
- Customer queries or complaints about the operation of the service are followed up with appropriate personnel according to standard procedures
- Reports are provided on account activity in line with standard policies and procedures with any exception reports responded to