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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. Provide customer service
   • Greet and serve customer with respect and professionalism in accordance with company service standards and expectations
   • Provide customer with information as required in timely, accurate and effective manner, answering any queries about transactions fully and clearly to ensure customer is appropriately informed
   • Refer transactions outside knowledge or delegated authority of officer to other personnel for resolution, as required
2. Process basic financial transactions
   • Process customer transactions in accurate and timely manner using standard policies, procedures and systems
   • Check documentation or systems entry to support transactions for accuracy and completeness, and maintain and verify customer account and transaction details using correct procedures
   • Resolve or refer customer complaints and disputes to other authorised personnel, and rectify customer accounts where necessary
   • Perform accurate reconciliation of subsidiary ledgers to general ledger accounts, and levy fees appropriate to transaction in accordance with standard procedures
3. Administer transaction process
   • Analyse and respond to error records and exception reports according to standard procedures and within required timeframes
   • Provide activity reports, monitoring nature and level of transaction activity and update database records or customer files according to standard procedures and within required timeframes
   • Safely and securely store customer records in accordance with standard processes, recognising requirement to protect customer privacy and commercial confidentiality

Performance Evidence

Evidence of the ability to:

provide responsive customer service and accurate information relating to account transactions

check and verify customer details in accordance with the organisation’s customer identification process

process transactions in an accurate and timely manner, and clarify customer queries clearly

assess transaction activity reports to ensure accuracy and completeness, and resolve errors according to organisational process

follow customer complaint and dispute resolution policy and procedures

maintain and apply knowledge of range of products, features and fees.

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 key features of organisational products

outline the key features of policies and procedures relating to customer account service and techniques

outline the key steps and reasons for security checking procedures and escalation of suspicious matters

identify the key operational features and maintenance requirements of equipment used in processing customer transactions.

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