Elements and Performance Criteria
- Provide customer service
- Customer is greeted and served with respect and professionalism in accordance with the company service standards and expectations
- Customer is provided with information as required in a timely, accurate and effective manner with any queries about transactions answered fully and clearly to ensure customer is appropriately informed
- Transactions outside the knowledge or delegated authority of the officer are referred to other personnel for resolution as required
- Process basic financial transactions
- Customer transactions are processed in an accurate and timely manner using standard policies, procedures and systems
- Documentation or systems entry to support transactions is checked for accuracy and completeness and customer account and transaction details maintained and verified using correct procedures
- Customer complaints and disputes are resolved or referred to other authorised personnel and customer accounts are rectified where necessary
- Accurate reconciliation of subsidiary ledgers to general ledger accounts is performed and fees appropriate to the transaction are levied in accordance with standard procedures
- Administer the transaction process
- Error records and exception reports are analysed and responded to according to standard procedures and within required timeframes
- Activity reports monitoring the nature and level of transaction activity are provided and database records or customer files updated according to standard procedures and within required timeframes
- Customer records are stored safely, securely and in accordance with standard processes and recognising the requirement to protect customer privacy and commercial confidentiality