This unit may be applied in a range of organisations that provide business transaction centre services. Rural centres are operated by a wide range of organisations frequently hosted in credit unions, libraries or other existing community service centres with funding provided by the Commonwealth government with the intent of ensuring regional and rural communities have ready access to an appropriate range of transaction processing and other services such as Medicare claims and Centrelink enquiries.

ELEMENT

PERFORMANCE CRITERIA

1. Represent the Business Transaction Centre

1.1. The role and purpose of the Business Transaction Centre in providing services to the local community and its relationship to the institution in which it is hosted are recognised and communicated to customers

1.2. Knowledge of the relevant range of products and services is developed and maintained

1.3. Documentation and promotional material about the range of services facilitated by the centre are effectively maintained to ensure accessibility, accuracy, currency and quality

1.4. Relevant contact people, hotline phone numbers and websites of the services supported by the centre are accessed to provide support and clarify service queries

2. Identify customer service and information needs

2.1. Timely and courteous responses are provided to customer requests and queries

2.2. Requests for information, advice, products or services that fall outside the centre's level of authorisation or capacity are referred to the relevant service provider or agency for resolution

2.3. Help and assistance is provided to customers to ensure the full and accurate completion of documentation or transaction forms

3. Process customer transactions

3.1. Information or forms provided by customers are checked for accuracy and completeness

3.2. Processes and protocols to maintain the privacy of customer information are followed in line with the centre's established standards

3.3. Transactions are completed in a timely and accurate manner using the protocols and processes of the centre

3.4. Accurate customer transaction details are maintained and reported as required for each service provided on behalf of another agency

3.5. Accurate reconciliation of monies received with transaction records is conducted routinely

3.6. Customer queries or complaints are responded to in a courteous and timely manner using the required protocols and processes

4. Provide support and service information to customers

4.1. Professional and confidential assistance and advice is provided to customers

4.2. Bookings for appointments with other professionals or service providers are conducted efficiently and effectively using standard operating procedures

4.3. Customers seeking skill development and assistance in order to access the full range of services offered by the centre are provided with courteous, accurate and timely support

Required skills

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

problem solving skills to identify any issues that have the potential to impact on 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 and internet information

product selling skills including cross-selling

quality control and continuous improvement skills to maintain and develop customer services

Required knowledge

Business Transaction Centre (BTC) and Rural Transaction Centre (RTC) policies, procedures and protocols

scope of capacity to offer advice within the requirements of the Financial Services Reform Act (FSRA) and other legislation

the full range of BTC products and services and their benefits and applications

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 accurate information, advice and transaction processing for a wide range of agencies such as:

local government councils

road traffic authorities

financial institutions

Medicare and Centrelink

provide high level customer service

provide confidential and sensitive information to a diverse community.

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 and internet

access to organisational policies, procedures and systems.

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

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.

Business (and Rural) Transaction Centres are:

developed to meet local needs and conditions and are managed by a local committee

funded by the Commonwealth government to ensure communities, particularly in rural and regional areas, have accessible and local access to a range of key services.

Products and services provided include:

Australian Taxation Office (ATO) information and access to advisory services

business services and advice

Centrelink enquiries and communications

deposits and withdrawals from accounts held with a variety of financial institutions

distribution of application forms

BTCs may also offer:

internet access and training

library services

local government information and services

Medicare premium payments, claims and information

office space for visiting professionals

payment of bills from a range of commercial and government agencies

payment of credit card balances

public telephone and facsimile access

secretarial and copying services

Veterans' Affairs services.

Accuracy and completeness of documentation includes checking:

authenticity of signatures

that all forms are completed accurately and legibly

use of appropriate forms for the transaction.

Processes and protocols to protect customer privacy and confidentiality may include:

adherence to the BTC's training requirements to ensure the procedures and processes of the agencies for whom services are provided are met

compliance with National Privacy Principles (NPP) legislation

compliance with the anti-hawking provisions of the Corporations Act

compliance with the Electronic Funds Transfer (EFT) Code of Conduct legislation

operational compliance with the Financial Services Reform (FSR) legislation.

Transactions may be both manual and/or electronic and includes:

accurate processing of transactions

completion of records for transaction errors

initiation of transaction.

Skill development and assistance required by customers may include:

demonstration of the use of:

photocopiers

printers

telecommunications equipment

other office equipment

training and support to access the internet and send emails.

Unit sector

Banking

This unit contains employability skills.