This unit has application to job roles that involve direct customer contact representing an organisation in a range of banking and related sectors.

ELEMENT

PERFORMANCE CRITERIA

1. Manage relationships with small business customers

1.1. Contribution is made to the development of a service strategy for the small business customers

1.2. Current usage patterns of the small businesses within the portfolio are analysed and effective service and product options are identified

1.3. Databases to support the management of the portfolio are accessed and updated to ensure availability of consistent and accurate information

1.4. Campaigns targeted to the small business portfolio are conducted in a manner which meets the organisation's standards and timeframes

1.5. Reward and recognition strategies to build customer loyalty are developed and delivered to customers

2. Provide service to a portfolio of small business customers

2.1. The portfolio of small business customers is administered using the business rules and processes of the financial services organisation with services delivered to the standard specified for the small business customer segment

2.2. Effective and personalised communications including telephone, email, mail or personal contacts are undertaken within the designated service standards of the institution

2.3. Customer service needs that cannot be met within delegated authority are referred for resolution to the appropriate personnel within the organisation in a timely and effective manner

2.4. Service delivery is coordinated and followed up to ensure customer satisfaction and to provide an effective and efficient single point of contact for customers within the portfolio

3. Provide high level and tailored small business banking solutions and service

3.1. The customers' business banking needs are ascertained and evaluated

3.2. Products to manage the business cash flow are identified and rates negotiated, modelled and sold

3.3. Products to support the financial transactions of the small business are identified, modelled and sold

3.4. Products to support the borrowing needs of the small businesses are identified, modelled and sold

3.5. Products to support the leasing needs of the small businesses are identified, modelled and sold

3.6. Products to support the wealth management strategies and needs of the small business owners are identified, modelled and sold

3.7. Banking services that assist with the efficient management and statutory reporting of small business are identified and implemented

3.8. The resolution of service faults or concerns is coordinated

4. Evaluate and report outcomes

4.1. Reports against targets using standards, protocols and procedures are made

4.2. Exception or feedback reports are analysed and problems rectified

4.3. Product and service offering targeted to the small business customer segment are reviewed and solutions for improvement are made to management

Required skills

well-developed communication skills to:

determine and confirm customer requirements, using questioning and active listening as required

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

well-developed interpersonal skills to establish rapport with customers

problem solving skills to identify any issues that have the potential to impact on the small business customerservices and develop options to resolve these issues when they arise

literacy skills for analysing information and products to ensure appropriateness to customer needs, currency and accuracy

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

organisational and time management skills to sequence tasks, meet timelines and arrange meetings

Required knowledge

characteristics of customer motivations, needs and wants

financial products and services and their benefits and applications for small business customers

organisational systems policies, procedures and protocols

principles of customer relationship marketing

small business legislative and reporting requirements

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:

provide efficient and personalised management of a portfolio of specified small business customers in order to increase customer satisfaction and grow the business

gain, maintain and use a wide knowledge of the small business environment

apply high level communication and problem solving skills in dealing with small business customers.

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 financial services product 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 processes and procedures in workplaces or role plays

verbal or written questioning on underpinning knowledge and skills

setting and reviewing workplace projects and business simulations or scenarios

accessing and validating third party reports.

Guidance information for assessment

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.

Service strategy for small business customers may include:

effective account management

guaranteed service response times

membership of a special customer 'club'

review of current products and services to optimise benefits and improve service

special offers

targeted mail-outs.

Campaigns conducted with small business customers may include:

branch or regionally based initiatives

mail-outs

media offers

outbound telemarketing

response to inbound calls resulting from a marketing offer.

A portfolio of small business customers may be determined by:

geographic location

industry

net-value.

Customer service needs and wants of the business customer segment may include:

service needs:

'hotline' service providing direct access to a known staff member

coordinated and single point of delivery

cost-effective service delivery that maximises the performance of the business

reduced account management costs across a broad range of products

selection of appropriate and effective products

streamlining service delivery

service wants:

privileged access to services

to be valued as a special customer - rewards and recognition

to have unique needs met.

Products to assist with business cash flow management include:

commercial bills

other credit facilities

overdrafts.

Products to assist with efficient management of financial transactions include:

access to night safes

interest bearing accounts

off-set business mortgages

statutory trust accounts.

Products to assist with borrowing needs include:

business credit cards

business loans

commercial bills

hire purchase.

Products to assist with leasing include:

business leases

novated leases.

Products to assist with wealth management strategies include:

commercial bills as an investment

savings or cash management accounts

superannuation.

Services to support the efficient management and statutory reporting of businesses include:

credit card services to manage business and travel expenses

information to support Fringe Benefits Tax (FBT) payment and reporting

information to support Goods and Services Tax (GST) payment and reporting.

Unit sector

Banking

This unit contains employability skills.