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

FNSBNK406A Mapping and Delivery Guide
Manage customer visits

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSBNK406A - Manage customer visits
Description This unit describes the performance outcomes, skills and knowledge required to meet directly with customers seeking or using mobile banking services and deal effectively with their needs.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 involving direct customer contact for delivery of banking products and services.
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: Prepare for customer visits
  • Customers that may require mobile banking services are contacted from referrals or an analysis of customer records
  • Details of current customer banking business are accessed and evaluated to assess their status in accordance with organisational policies and procedures
  • A suitable time for the customer visit is scheduled and the meeting venue confirmed
  • Relevant product and service information is gathered in readiness for the customer
       
Element: Establish customer mobile banking needs and match with services
  • Customer mobile banking needs are determined using questioning and active listening as required
  • Suitable services are considered that match customer needs and the features, characteristics and benefits clearly explained
  • Sales aids are used as required
       
Element: Respond to customer queries and non-verbal signals
  • Gestures, posture, body language, facial expressions and voice modulation are used to creative a supportive environment
  • Open-ended questions are used to indentify customer preferences and responded to using persuasive communication techniques to maintain interest
  • Any customer resistance or objection to the products and services offered is identified, probed and addressed by appropriate strategies
       
Element: Formalise customer service requirements
  • Agreement to mobile banking services is confirmed
  • Conditions of the mobile banking service are negotiated and settled
  • Necessary documentation is completed and processed in accordance with organisational policies and procedures
  • Opportunities for cross-selling of other products or services is identified
  • Customer is advised of follow-up services to be provided and thanked politely when the meeting is closed
       


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

arrange meetings and create rapport with customers to meet their mobile banking needs

close 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 workplaces or role plays

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 and negotiate appropriate mobile 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 interpreting documentation 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 arrange meetings and 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

verbal and non-verbal communication signals and 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:

accessing account information such as balances by mobile text

blocking lost or stolen cards

advising on location of ATMs

making transactions:

transfers

payments

withdrawal/deposits at banking agents.

ordering:

cheque/deposit books

mini-statements

receiving alerts on account activity

status of stop payment on cheques.

Organisational policies and procedures may include:

administrative and clerical systems

privacy and security requirements and protocols

product and account and service range

range of responsibility.

Features, characteristics and benefits of mobile banking services may include:

convenience

effective use of customer time

instant information

out of business hours access

security.

Sales aids may include:

brochures

examples of benefits

in-house publications

policy statements

video demonstrations.

Customer resistance or objections to offered services may be:

concerns on security of information

cost

no perceived need

previous service dissatisfaction

timing

uncertainty about benefits.

Appropriate strategies to respond to customer resistance may include:

assertive messages

checking perceptions

cost recalculation

denial of issue:

direct

indirect

trial service period.

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
Customers that may require mobile banking services are contacted from referrals or an analysis of customer records 
Details of current customer banking business are accessed and evaluated to assess their status in accordance with organisational policies and procedures 
A suitable time for the customer visit is scheduled and the meeting venue confirmed 
Relevant product and service information is gathered in readiness for the customer 
Customer mobile banking needs are determined using questioning and active listening as required 
Suitable services are considered that match customer needs and the features, characteristics and benefits clearly explained 
Sales aids are used as required 
Gestures, posture, body language, facial expressions and voice modulation are used to creative a supportive environment 
Open-ended questions are used to indentify customer preferences and responded to using persuasive communication techniques to maintain interest 
Any customer resistance or objection to the products and services offered is identified, probed and addressed by appropriate strategies 
Agreement to mobile banking services is confirmed 
Conditions of the mobile banking service are negotiated and settled 
Necessary documentation is completed and processed in accordance with organisational policies and procedures 
Opportunities for cross-selling of other products or services is identified 
Customer is advised of follow-up services to be provided and thanked politely when the meeting is closed 

Forms

Assessment Cover Sheet

FNSBNK406A - Manage customer visits
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

FNSBNK406A - Manage customer visits

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: