This unit applies to job roles involved in promoting banking products and services to customers.

ELEMENT

PERFORMANCE CRITERIA

1. Establish customer needs

1.1. Customers who would benefit from mobile banking services are identified

1.2. Communication techniques for informing customers about mobile banking services are analysed

1.3. Contact procedures for customers are developed

2. Develop promotional tools

2.1. The appropriate mobile banking service model is identified

2.2. Promotional concepts for mobile banking to individual customers are analysed

2.3. Suitable promotional tools and techniques for mobile banking services are identified or developed

2.4. Documentation to assist in promotional activities are produced consistent with organisational policies and standards

3. Introduce promotional tools and techniques to the sales team

3.1. Team members are provided with information on promoting mobile banking services

3.2. Queries on the techniques and tools are covered to ensure team members are proficient in dealing with queries in accordance with relevant standards and policies

3.3. Documentationfor agreements on providing mobile banking services to customers is completed to appropriate standards as set out in quality control documentation

Required skills

well-developed communication skills to:

engage customers to determine and confirm their requirements, using questioning and active listening as required and avoiding unnecessary industry jargon

promote banking services effectively 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

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 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

promotion and selling techniques

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

work with others to promote banking products and services

contribute to business improvement in developing new tools and documentation.

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 simulations

verbal or written questioning on underpinning knowledge and skills

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.

Mobile banking services may include:

advising on lending services

assessing customer needs and explaining lending products

assisting to complete and quality assuring lending documentation.

Mobile banking service models include:

bank focused

bank led

non-bank led.

Promotional tools and techniques may include:

Short Message Service (SMS) advisories

sales scripts

video demonstrations

web pages.

Documentation to assist in promoting mobile banking services may include:

attachments to account documentation

brochures.

Customer documentation for agreements on providing mobile banking services may include, but is not limited to:

computer and manual application forms

disclaimers

disclosures

written advice.

Unit sector

Banking

This unit contains employability skills.