Application
This unit applies to job roles involved in promoting banking products and services to customers. |
Elements and Performance Criteria
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
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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 |
Evidence Required
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 |
Range Statement
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. |
Sectors
Unit sector | Banking |
Employability Skills
This unit contains employability skills. |
Licensing Information
Not applicable.