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

FNSRTS305 Mapping and Delivery Guide
Process customer accounts

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSRTS305 - Process customer accounts
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to identify customer needs and process customer financial accounts.It applies to individuals who use organisational skills and specialised knowledge to perform clerical services, maintain financial records and respond to a range of customers.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

financial product information

integrated transaction system 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: Identify customer account needs
  • Address requests for information on range, options and features of account services available in timely, accurate and comprehensive manner, or refer if necessary to other authorised personnel
  • Provide information to customers to assist in selection of appropriate product which outlines product features, matches products to customer needs, and describes cost of operation and conditions of accounts
  • Assist customers when completing relevant documentation for selected services and products
       
Element: Open customer account
  • Interview potential account holders to gather information required for opening of accounts, with applicant identified for security purposes according to organisational procedures
  • Assess information provided for accuracy and sufficiency according to standard organisational procedures
  • Verify completed documentation for accuracy and accept deposits, ensuring that receipts and certificates are issued
  • Process new applications and transactions in accordance with organisational policy and procedures to ensure timely and accurate completion of task
  • Provide information to customer about processes for activating account, including timeframe and mechanisms for receiving transaction cards or deposit books and most cost effective way to use account
       
Element: Transfer or close customer account
  • Interview account holder seeking to transfer or close account to gather required information which is assessed for accuracy and sufficiency according to standard organisational procedures
  • Verify completed documentation for accuracy and process applications for transfer or closure in accordance with organisational policy and procedures to ensure timely and accurate completion of task
  • Provide information about finalisation of process in accordance with organisational policy and procedures
       
Element: Administer the process
  • Use standard organisational processes and protocols to verify customer identity when collecting processed documentation and cards from branch
  • Follow up customer queries or complaints about operation of service with appropriate personnel according to standard procedures
  • Provide reports on account activity in line with standard policy and procedures, and respond to any exception reports
       


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 customer account needs

1.1 Address requests for information on range, options and features of account services available in timely, accurate and comprehensive manner, or refer if necessary to other authorised personnel

1.2 Provide information to customers to assist in selection of appropriate product which outlines product features, matches products to customer needs, and describes cost of operation and conditions of accounts

1.3 Assist customers when completing relevant documentation for selected services and products

2. Open customer account

2.1 Interview potential account holders to gather information required for opening of accounts, with applicant identified for security purposes according to organisational procedures

2.2 Assess information provided for accuracy and sufficiency according to standard organisational procedures

2.3 Verify completed documentation for accuracy and accept deposits, ensuring that receipts and certificates are issued

2.4 Process new applications and transactions in accordance with organisational policy and procedures to ensure timely and accurate completion of task

2.5 Provide information to customer about processes for activating account, including timeframe and mechanisms for receiving transaction cards or deposit books and most cost effective way to use account

3. Transfer or close customer account

3.1 Interview account holder seeking to transfer or close account to gather required information which is assessed for accuracy and sufficiency according to standard organisational procedures

3.2 Verify completed documentation for accuracy and process applications for transfer or closure in accordance with organisational policy and procedures to ensure timely and accurate completion of task

3.3 Provide information about finalisation of process in accordance with organisational policy and procedures

4. Administer the process

4.1 Use standard organisational processes and protocols to verify customer identity when collecting processed documentation and cards from branch

4.2 Follow up customer queries or complaints about operation of service with appropriate personnel according to standard procedures

4.3 Provide reports on account activity in line with standard policy and procedures, and respond to any exception reports

Evidence of the ability to :

provide information to customers and respond to customer requests

check customer details and verify customer in accordance with organisational customer identification process

process customer account accurately and in accordance with organisational policy and procedures

provide information about account activation timeframes and processes for receiving account documentation

assist customer with completion of documentation and information about accessing and transferring funds, and transferring or closing an account

maintain and apply knowledge of the range of products, features and fees.

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 key financial account products available and their features and fees

describe the key features of policies and procedures in regard to customer account service and techniques

describe the key features of relevant industry codes of practice and legislation, incorporated in organisational policy and procedures covering:

consumer credit

electronic funds transfer

privacy

financial transactions and reporting

security and fraud

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

identify the key operational features and maintenance requirements of relevant equipment.

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 customer account needs

1.1 Address requests for information on range, options and features of account services available in timely, accurate and comprehensive manner, or refer if necessary to other authorised personnel

1.2 Provide information to customers to assist in selection of appropriate product which outlines product features, matches products to customer needs, and describes cost of operation and conditions of accounts

1.3 Assist customers when completing relevant documentation for selected services and products

2. Open customer account

2.1 Interview potential account holders to gather information required for opening of accounts, with applicant identified for security purposes according to organisational procedures

2.2 Assess information provided for accuracy and sufficiency according to standard organisational procedures

2.3 Verify completed documentation for accuracy and accept deposits, ensuring that receipts and certificates are issued

2.4 Process new applications and transactions in accordance with organisational policy and procedures to ensure timely and accurate completion of task

2.5 Provide information to customer about processes for activating account, including timeframe and mechanisms for receiving transaction cards or deposit books and most cost effective way to use account

3. Transfer or close customer account

3.1 Interview account holder seeking to transfer or close account to gather required information which is assessed for accuracy and sufficiency according to standard organisational procedures

3.2 Verify completed documentation for accuracy and process applications for transfer or closure in accordance with organisational policy and procedures to ensure timely and accurate completion of task

3.3 Provide information about finalisation of process in accordance with organisational policy and procedures

4. Administer the process

4.1 Use standard organisational processes and protocols to verify customer identity when collecting processed documentation and cards from branch

4.2 Follow up customer queries or complaints about operation of service with appropriate personnel according to standard procedures

4.3 Provide reports on account activity in line with standard policy and procedures, and respond to any exception reports

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
Address requests for information on range, options and features of account services available in timely, accurate and comprehensive manner, or refer if necessary to other authorised personnel 
Provide information to customers to assist in selection of appropriate product which outlines product features, matches products to customer needs, and describes cost of operation and conditions of accounts 
Assist customers when completing relevant documentation for selected services and products 
Interview potential account holders to gather information required for opening of accounts, with applicant identified for security purposes according to organisational procedures 
Assess information provided for accuracy and sufficiency according to standard organisational procedures 
Verify completed documentation for accuracy and accept deposits, ensuring that receipts and certificates are issued 
Process new applications and transactions in accordance with organisational policy and procedures to ensure timely and accurate completion of task 
Provide information to customer about processes for activating account, including timeframe and mechanisms for receiving transaction cards or deposit books and most cost effective way to use account 
Interview account holder seeking to transfer or close account to gather required information which is assessed for accuracy and sufficiency according to standard organisational procedures 
Verify completed documentation for accuracy and process applications for transfer or closure in accordance with organisational policy and procedures to ensure timely and accurate completion of task 
Provide information about finalisation of process in accordance with organisational policy and procedures 
Use standard organisational processes and protocols to verify customer identity when collecting processed documentation and cards from branch 
Follow up customer queries or complaints about operation of service with appropriate personnel according to standard procedures 
Provide reports on account activity in line with standard policy and procedures, and respond to any exception reports 

Forms

Assessment Cover Sheet

FNSRTS305 - Process customer accounts
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

FNSRTS305 - Process customer accounts

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: