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

FNSBNK405A Mapping and Delivery Guide
Provide mobile banking sales and service

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSBNK405A - Provide mobile banking sales and service
Description This unit describes the performance outcomes, skills and knowledge required to sell mobile banking services to customers and provide follow-up service.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to job roles involved in delivering banking products and service to customers.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
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: Sell mobile banking services
  • Customer enquiries for mobile banking services are followed up promptly
  • Benefits of mobile banking services for the customer are identified and confirmed
       
Element: Explain mobile banking service features
  • Mobile services are explained to customers in a clear and unambiguous way, avoiding jargon and in a language appropriate to the receiver
  • All customer queries are answered promptly and accurately and where applicable initial documentation is provided to the customer setting out mobile banking services
  • Customers are informed clearly about any restrictions that may apply to the mobile banking services
  • Mobile banking service details are explained customers clearly and accurately using questioning to confirm understanding
       
Element: Complete mobile banking service agreements
  • Customers are assisted to make informed choices on mobile banking services with advice provided in strict accordance with regulatory restrictions and organisation policy
  • Recommendations are explained and discussed with customers in a clear and unambiguous way
  • Documentationto provide mobile banking services to customer accounts is completed and processed according to organisational requirements
       
Element: Provide follow-up service
  • New mobile banking customers are contacted to obtain comments about using the service
  • Problems in using the services are responded to promptly and effectively
  • Advice on better use of the service is provided as required
       


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.

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:

maintain current knowledge of mobile banking products and services available to customers

create rapport with customers and advise on their mobile banking needs

sell mobile banking services to customers and secure service agreements.

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 mobile banking services information.

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

observing and adhering to processes and procedures in simulations

verbal or written questioning on underpinning knowledge and skills

accessing and validating third party reports.

Guidance information for assessment

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.

Required skills

well-developed communication skills to:

determine and confirm customer requirements, using questioning and active listening as required and avoiding unnecessary industry jargon

provide advice on banking services to customers

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

literacy skills for:

analysing information on mobile banking services to ensure appropriateness to customer needs, currency and accuracy

reading and interpretingdocumentation from a variety of sources and recording, gathering and consolidating financial information

completing relevant documentation

numeracy skills to make financial calculations and accurately analyse, record and store financial data in accordance with organisational requirements

IT skills for accessing and using appropriate software such as spreadsheets and databases and using internet information

organisational skills, including the ability to plan and sequence work

Required knowledge

organisational policy and guidelines related to mobile banking services and products

overview of similar products available in the industry, their characteristics and conditions

relevant financial document details including:

brochures

fact sheets

selling techniques

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Mobile banking services may include:

advising on lending services

assessing customer needs and explaining lending products

assisting to complete and quality assuring lending documentation.

Initial documentation may include:

brochures

in-house publications

operating guides

policy statements.

Restrictions on mobile banking services may include:

limit on number of accounts accessed

discussion only based on knowledge and certification in the internal product portfolio.

Documentation to provide mobile banking services for a customer may include, but is not limited to:

computer and manual application forms

disclaimers

disclosures

written advice.

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
Customer enquiries for mobile banking services are followed up promptly 
Benefits of mobile banking services for the customer are identified and confirmed 
Mobile services are explained to customers in a clear and unambiguous way, avoiding jargon and in a language appropriate to the receiver 
All customer queries are answered promptly and accurately and where applicable initial documentation is provided to the customer setting out mobile banking services 
Customers are informed clearly about any restrictions that may apply to the mobile banking services 
Mobile banking service details are explained customers clearly and accurately using questioning to confirm understanding 
Customers are assisted to make informed choices on mobile banking services with advice provided in strict accordance with regulatory restrictions and organisation policy 
Recommendations are explained and discussed with customers in a clear and unambiguous way 
Documentationto provide mobile banking services to customer accounts is completed and processed according to organisational requirements 
New mobile banking customers are contacted to obtain comments about using the service 
Problems in using the services are responded to promptly and effectively 
Advice on better use of the service is provided as required 

Forms

Assessment Cover Sheet

FNSBNK405A - Provide mobile banking sales and service
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

FNSBNK405A - Provide mobile banking sales and service

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: