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

FNSBNK402 Mapping and Delivery Guide
Align banking products with the needs of small business customers

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSBNK402 - Align banking products with the needs of small business customers
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to diagnose small business customer needs and identify, match and communicate banking products and services to reflect these requirements.It applies to individuals who provide specialised knowledge and/or diagnose and problem solve to recommend customised solutions for a diverse range of 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

financial services product information

organisational policy and practices for providing services to small business customers.

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: Identify and forecast small business customer needs and wants
  • Conduct segmentation analysis of small business market, and identify and analyse operating environments of small business segments
  • Identify and analyse impact of small business segment environment on their current and future banking needs
  • Track and monitor needs and wants of small business customer
  • Analyse results of marketing and communications campaigns targeted to small businesses to identify successful strategies
       
Element: Identify product and service options for small business customers
  • Analyse current customer usage patterns of the organisation’s small business customer categories
  • Identify products and services used by segments of small business customers and analyse their benefits
  • Design new products and services, tailored to small business customer segments, and negotiate their implementation in accordance with the organisation’s business rules and processes
       
Element: Communicate service benefits to small business customers
  • Identify and analyse preferred and optimum communication strategies and vehicles to influence small business segments
  • Plan and implement communications campaigns to match products and services to identified small business segments
  • Plan and monitor strategies to support routine and ongoing communications with small business segments
  • Brief and coach customer service staff in timely and effective manner on purpose of communication campaigns
       
Element: Manage performance of products, services and communications for small business customers
  • Identify, communicate and monitor performance indicators, and analyse reports against targets using standard protocols and procedures
  • Analyse exception or feedback reports and establish processes to rectify faults or capitalise on opportunities
  • Develop, implement and monitor strategies to support continuous improvement of small business products, services and communications
       


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. Identify and forecast small business customer needs and wants

1.1 Conduct segmentation analysis of small business market, and identify and analyse operating environments of small business segments

1.2 Identify and analyse impact of small business segment environment on their current and future banking needs

1.3 Track and monitor needs and wants of small business customer

1.4 Analyse results of marketing and communications campaigns targeted to small businesses to identify successful strategies

2. Identify product and service options for small business customers

2.1 Analyse current customer usage patterns of the organisation’s small business customer categories

2.2 Identify products and services used by segments of small business customers and analyse their benefits

2.3 Design new products and services, tailored to small business customer segments, and negotiate their implementation in accordance with the organisation’s business rules and processes

3. Communicate service benefits to small business customers

3.1 Identify and analyse preferred and optimum communication strategies and vehicles to influence small business segments

3.2 Plan and implement communications campaigns to match products and services to identified small business segments

3.3 Plan and monitor strategies to support routine and ongoing communications with small business segments

3.4 Brief and coach customer service staff in timely and effective manner on purpose of communication campaigns

4. Manage performance of products, services and communications for small business customers

4.1 Identify, communicate and monitor performance indicators, and analyse reports against targets using standard protocols and procedures

4.2 Analyse exception or feedback reports and establish processes to rectify faults or capitalise on opportunities

4.3 Develop, implement and monitor strategies to support continuous improvement of small business products, services and communications

Evidence of the ability to:

analyse and segment the small business market and identify effective and commercially successful products to meet the varying needs of market segments

construct effective communications campaigns and monitor their success

meet the key performance indicators for small business engagement and business growth.

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:

analyse the key customer motivations, needs and wants

compare and contrast financial products and services and their benefits and applications

describe the key features of legislation and regulation relevant to small business customers, covering:

financial services reform

privacy

competition and consumer issues

company law

outline the role of market research in aligning banking products and services to the needs of small business customers

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

discuss the key principles of small business engagement and portfolio management.

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. Identify and forecast small business customer needs and wants

1.1 Conduct segmentation analysis of small business market, and identify and analyse operating environments of small business segments

1.2 Identify and analyse impact of small business segment environment on their current and future banking needs

1.3 Track and monitor needs and wants of small business customer

1.4 Analyse results of marketing and communications campaigns targeted to small businesses to identify successful strategies

2. Identify product and service options for small business customers

2.1 Analyse current customer usage patterns of the organisation’s small business customer categories

2.2 Identify products and services used by segments of small business customers and analyse their benefits

2.3 Design new products and services, tailored to small business customer segments, and negotiate their implementation in accordance with the organisation’s business rules and processes

3. Communicate service benefits to small business customers

3.1 Identify and analyse preferred and optimum communication strategies and vehicles to influence small business segments

3.2 Plan and implement communications campaigns to match products and services to identified small business segments

3.3 Plan and monitor strategies to support routine and ongoing communications with small business segments

3.4 Brief and coach customer service staff in timely and effective manner on purpose of communication campaigns

4. Manage performance of products, services and communications for small business customers

4.1 Identify, communicate and monitor performance indicators, and analyse reports against targets using standard protocols and procedures

4.2 Analyse exception or feedback reports and establish processes to rectify faults or capitalise on opportunities

4.3 Develop, implement and monitor strategies to support continuous improvement of small business products, services and communications

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
Conduct segmentation analysis of small business market, and identify and analyse operating environments of small business segments 
Identify and analyse impact of small business segment environment on their current and future banking needs 
Track and monitor needs and wants of small business customer 
Analyse results of marketing and communications campaigns targeted to small businesses to identify successful strategies 
Analyse current customer usage patterns of the organisation’s small business customer categories 
Identify products and services used by segments of small business customers and analyse their benefits 
Design new products and services, tailored to small business customer segments, and negotiate their implementation in accordance with the organisation’s business rules and processes 
Identify and analyse preferred and optimum communication strategies and vehicles to influence small business segments 
Plan and implement communications campaigns to match products and services to identified small business segments 
Plan and monitor strategies to support routine and ongoing communications with small business segments 
Brief and coach customer service staff in timely and effective manner on purpose of communication campaigns 
Identify, communicate and monitor performance indicators, and analyse reports against targets using standard protocols and procedures 
Analyse exception or feedback reports and establish processes to rectify faults or capitalise on opportunities 
Develop, implement and monitor strategies to support continuous improvement of small business products, services and communications 

Forms

Assessment Cover Sheet

FNSBNK402 - Align banking products with the needs of small business customers
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

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Assessment Record Sheet

FNSBNK402 - Align banking products with the needs of small business customers

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

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