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

FNSRTS301 Mapping and Delivery Guide
Provide customer service in a retail agency

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency FNSRTS301 - Provide customer service in a retail agency
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to apply customer service skills and process financial services transactions in non-financial services organisations that act as an agency, particularly in rural and remote areas.It applies to individuals who, within their level of responsibility, use clear communication skills to provide up-to-date and accurate information and follow procedures to process transactions.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 financial retail services field of work and include access to:

common office equipment, technology, software and consumables

relevant agency transaction systems and data.

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: Represent financial services institution
  • Recognise and confirm role and purpose of agency in providing services on behalf of financial services institution
  • Develop and maintain knowledge of relevant range of products and services
  • Effectively maintain documentation about financial services institution and its products and services to ensure its accessibility, accuracy, currency and quality
  • Know and access relevant contact people, hotline phone numbers and websites of financial services institution to provide support and clarify service queries
       
Element: Identify customers’ financial service needs
  • Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice
  • Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution
  • Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms
       
Element: Process customer transactions
  • Check information or forms provided by customers for accuracy and completeness
  • Complete transactions in timely and accurate manner using protocols and processes of financial services institution
  • Maintain accurate customer account and transaction details
  • Routinely conduct accurate reconciliation of monies received with transaction records
  • Respond to customer queries or complaints in courteous and timely manner using required protocols and processes
  • Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution
       
Element: Identify customers’ financial service needs
  • Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice
  • Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution
  • Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms
       


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. Represent financial services institution

1.1 Recognise and confirm role and purpose of agency in providing services on behalf of financial services institution

1.2 Develop and maintain knowledge of relevant range of products and services

1.3 Effectively maintain documentation about financial services institution and its products and services to ensure its accessibility, accuracy, currency and quality

1.4 Know and access relevant contact people, hotline phone numbers and websites of financial services institution to provide support and clarify service queries

2. Identify customers’ financial service needs

2.1 Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice

2.2 Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution

2.3 Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms

3. Process customer transactions

3.1 Check information or forms provided by customers for accuracy and completeness

3.2 Complete transactions in timely and accurate manner using protocols and processes of financial services institution

3.3 Maintain accurate customer account and transaction details

3.4 Routinely conduct accurate reconciliation of monies received with transaction records

3.5 Respond to customer queries or complaints in courteous and timely manner using required protocols and processes

3.6 Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution

Evidence of the ability to:

maintain and apply relevant and up-to-date knowledge of the products and services of the retail agency

provide accurate information and assistance to customers with documentation

review forms and documentation for accuracy

process transactions accurately

routinely conduct reconciliation of monies with transaction records

apply effective customer service skills in dealing with customers of the retail agency

identify and respond to customer queries and complaints within appropriate scope of authority and in accordance with appropriate legislative requirements

provide information to customers regarding the complaints process and assist customers in a courteous and timely manner.

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 the role, services and products provided by the agency on behalf of the financial services institution

describe the key features of:

customer service principles and practice

organisational policy, procedures and protocols, including complaints

outline the key steps and reasons for verifying customer identity and security checking procedures

describe the key requirements of legislation and industry regulation that impact on the scope of advice that can be provided on financial products and services and their benefits and applications.

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. Represent financial services institution

1.1 Recognise and confirm role and purpose of agency in providing services on behalf of financial services institution

1.2 Develop and maintain knowledge of relevant range of products and services

1.3 Effectively maintain documentation about financial services institution and its products and services to ensure its accessibility, accuracy, currency and quality

1.4 Know and access relevant contact people, hotline phone numbers and websites of financial services institution to provide support and clarify service queries

2. Identify customers’ financial service needs

2.1 Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice

2.2 Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution

2.3 Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms

3. Process customer transactions

3.1 Check information or forms provided by customers for accuracy and completeness

3.2 Complete transactions in timely and accurate manner using protocols and processes of financial services institution

3.3 Maintain accurate customer account and transaction details

3.4 Routinely conduct accurate reconciliation of monies received with transaction records

3.5 Respond to customer queries or complaints in courteous and timely manner using required protocols and processes

3.6 Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution

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
Recognise and confirm role and purpose of agency in providing services on behalf of financial services institution 
Develop and maintain knowledge of relevant range of products and services 
Effectively maintain documentation about financial services institution and its products and services to ensure its accessibility, accuracy, currency and quality 
Know and access relevant contact people, hotline phone numbers and websites of financial services institution to provide support and clarify service queries 
Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice 
Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution 
Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms 
Check information or forms provided by customers for accuracy and completeness 
Complete transactions in timely and accurate manner using protocols and processes of financial services institution 
Maintain accurate customer account and transaction details 
Routinely conduct accurate reconciliation of monies received with transaction records 
Respond to customer queries or complaints in courteous and timely manner using required protocols and processes 
Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution 
Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice 
Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution 
Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms 

Forms

Assessment Cover Sheet

FNSRTS301 - Provide customer service in a retail agency
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

FNSRTS301 - Provide customer service in a retail agency

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: