Required skills

welldeveloped communication skills to

determine and confirm customer credit card service requirements using questioning and active listening as required

explain credit card services and features to customers

inform customers of credit card application outcomes

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to

make financial noncash transaction calculations

check credit card transaction requirements

access and use computerbased card databases and systems

problem solving skills to address customer card use or transaction issues

literacy skills to read documents and complete forms and records accurately

organisational skills including the ability to plan and sequence work

teamwork skills to work cooperatively with others

selfmanagement skills for complying with organisational procedures and requirements

Required knowledge

industry codes of practice including

Consumer Credit Code

Privacy Act

Credit Act

policies and procedures in regard to electronic banking card services and security

range of cards accepted and operation of card databases

relevant legislation and statutory requirements

security checking procedures

operation and maintenance of equipment which may include

security equipment

transaction terminals

numerical display boards

calculators

scanners

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

effectively apply processes required to process a debit card application and to process transactions

thoroughly check card database information and follow card security procedures

Context of and specific resources for assessment

Assessment must ensure

competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment technology software and consumables

access to an credit card database system and data

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples in combination are appropriate for this unit

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

verbal or written questioning on underpinning knowledge and skills

accessing and validating third party reports

Guidance information for assessment

Cards may include:

Information from customers may include:

Other personnel may include:

Card security policies and procedures may include:

Hot listed cards refer to:

Organisation policies and procedures in regard to: