Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

FNSBNK401 Mapping and Delivery Guide
Coordinate a small business customer portfolio

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSBNK401 - Coordinate a small business customer portfolio
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to coordinate a portfolio of small business customers, and build customer relationships and loyalty.It applies to individuals who use their expertise to manage relationships and provide customised solutions for clients.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the banking field of work and include access to:

office equipment, technology, software and consumables

organisational records, policy and procedures.

Assessors must satisfy NVR/AQTF assessor requirements.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Manage relationships with small business customers
  • Contribute to development of service strategy for small business customers
  • Analyse current usage patterns of small businesses within portfolio and identify effective service and product options
  • Access and update databases to support management of portfolio to ensure availability of consistent and accurate information
  • Conduct campaigns targeted to small business portfolio in manner which meets organisation’s standards and timeframes
  • Contribute to reward and recognition strategies to build customer loyalty and deliver to customers
       
Element: Provide service to portfolio of small business customers
  • Administer portfolio of small business customers using business rules and processes of financial services organisation, and deliver services to standard specified for small business customer segment
  • Undertake effective and personalised communications including telephone, email, mail or personal contacts within designated organisational service standards
  • Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel within organisation in timely and effective manner
  • Coordinate and follow up service delivery to ensure customer satisfaction and to provide effective and efficient single point of contact for customers within portfolio
       
Element: Provide high level and tailored small business banking solutions and service
  • Ascertain and evaluate customers’ business banking needs
  • Identify products to manage business cash flow and negotiate, model and sell rates
  • Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management
  • Identify and implement banking services that assist with efficient management and statutory reporting of small business
  • Coordinate resolution of service faults or concerns
       
Element: Evaluate and report outcomes
  • Report against targets using standards, protocols and procedures
  • Analyse exception or feedback reports and rectify problems
  • Review product and service offering targeted to small business customer segment and recommend solutions for improvement to management
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Manage relationships with small business customers

1.1 Contribute to development of service strategy for small business customers

1.2 Analyse current usage patterns of small businesses within portfolio and identify effective service and product options

1.3 Access and update databases to support management of portfolio to ensure availability of consistent and accurate information

1.4 Conduct campaigns targeted to small business portfolio in manner which meets organisation’s standards and timeframes

1.5 Contribute to reward and recognition strategies to build customer loyalty and deliver to customers

2. Provide service to portfolio of small business customers

2.1 Administer portfolio of small business customers using business rules and processes of financial services organisation, and deliver services to standard specified for small business customer segment

2.2 Undertake effective and personalised communications including telephone, email, mail or personal contacts within designated organisational service standards

2.3 Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel within organisation in timely and effective manner

2.4 Coordinate and follow up service delivery to ensure customer satisfaction and to provide effective and efficient single point of contact for customers within portfolio

3. Provide high level and tailored small business banking solutions and service

3.1 Ascertain and evaluate customers’ business banking needs

3.2 Identify products to manage business cash flow and negotiate, model and sell rates

3.3 Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management

3.4 Identify and implement banking services that assist with efficient management and statutory reporting of small business

3.5 Coordinate resolution of service faults or concerns

4. Evaluate and report outcomes

4.1 Report against targets using standards, protocols and procedures

4.2 Analyse exception or feedback reports and rectify problems

4.3 Review product and service offering targeted to small business customer segment and recommend solutions for improvement to management

Evidence of the ability to:

comply with organisational business rules, processes and procedures to deliver services to small business customers

identify and provide tailored business banking solutions and/or referrals to specialists to meet the identified needs of small business

efficiently coordinate a portfolio of specified small business customers to ensure customer satisfaction with products and services

effectively use communication and problem-solving skills in managing relationships with small business customers

efficiently use organisational systems and reports to identify, document and evaluate customer banking needs.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe customer usage patterns and document potential service and product options

analyse key characteristics of customer motivations, needs and wants

compare and contrast financial products and services, and their benefits and applications for small business customers

describe the key features of organisational systems, policy, procedures and business rules relevant to delivering services to small business customers

discuss the key principles of customer relationship marketing

outline the organisation’s referral process and its relationship to customer satisfaction

describe information that can be accessed from organisational systems to assist in identifying and addressing customer needs

outline the key small business legislative and reporting requirements.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Manage relationships with small business customers

1.1 Contribute to development of service strategy for small business customers

1.2 Analyse current usage patterns of small businesses within portfolio and identify effective service and product options

1.3 Access and update databases to support management of portfolio to ensure availability of consistent and accurate information

1.4 Conduct campaigns targeted to small business portfolio in manner which meets organisation’s standards and timeframes

1.5 Contribute to reward and recognition strategies to build customer loyalty and deliver to customers

2. Provide service to portfolio of small business customers

2.1 Administer portfolio of small business customers using business rules and processes of financial services organisation, and deliver services to standard specified for small business customer segment

2.2 Undertake effective and personalised communications including telephone, email, mail or personal contacts within designated organisational service standards

2.3 Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel within organisation in timely and effective manner

2.4 Coordinate and follow up service delivery to ensure customer satisfaction and to provide effective and efficient single point of contact for customers within portfolio

3. Provide high level and tailored small business banking solutions and service

3.1 Ascertain and evaluate customers’ business banking needs

3.2 Identify products to manage business cash flow and negotiate, model and sell rates

3.3 Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management

3.4 Identify and implement banking services that assist with efficient management and statutory reporting of small business

3.5 Coordinate resolution of service faults or concerns

4. Evaluate and report outcomes

4.1 Report against targets using standards, protocols and procedures

4.2 Analyse exception or feedback reports and rectify problems

4.3 Review product and service offering targeted to small business customer segment and recommend solutions for improvement to management

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Contribute to development of service strategy for small business customers 
Analyse current usage patterns of small businesses within portfolio and identify effective service and product options 
Access and update databases to support management of portfolio to ensure availability of consistent and accurate information 
Conduct campaigns targeted to small business portfolio in manner which meets organisation’s standards and timeframes 
Contribute to reward and recognition strategies to build customer loyalty and deliver to customers 
Administer portfolio of small business customers using business rules and processes of financial services organisation, and deliver services to standard specified for small business customer segment 
Undertake effective and personalised communications including telephone, email, mail or personal contacts within designated organisational service standards 
Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel within organisation in timely and effective manner 
Coordinate and follow up service delivery to ensure customer satisfaction and to provide effective and efficient single point of contact for customers within portfolio 
Ascertain and evaluate customers’ business banking needs 
Identify products to manage business cash flow and negotiate, model and sell rates 
Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management 
Identify and implement banking services that assist with efficient management and statutory reporting of small business 
Coordinate resolution of service faults or concerns 
Report against targets using standards, protocols and procedures 
Analyse exception or feedback reports and rectify problems 
Review product and service offering targeted to small business customer segment and recommend solutions for improvement to management 

Forms

Assessment Cover Sheet

FNSBNK401 - Coordinate a small business customer portfolio
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

FNSBNK401 - Coordinate a small business customer portfolio

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: