This unit applies to job roles involved in delivering banking products and service to customers.

ELEMENT

PERFORMANCE CRITERIA

1. Sell mobile banking services

1.1. Customer enquiries for mobile banking services are followed up promptly

1.2. Benefits of mobile banking services for the customer are identified and confirmed

2. Explain mobile banking service features

2.1. Mobile services are explained to customers in a clear and unambiguous way, avoiding jargon and in a language appropriate to the receiver

2.2. All customer queries are answered promptly and accurately and where applicable initial documentation is provided to the customer setting out mobile banking services

2.3. Customers are informed clearly about any restrictions that may apply to the mobile banking services

2.4. Mobile banking service details are explained customers clearly and accurately using questioning to confirm understanding

3. Complete mobile banking service agreements

3.1. Customers are assisted to make informed choices on mobile banking services with advice provided in strict accordance with regulatory restrictions and organisation policy

3.2. Recommendations are explained and discussed with customers in a clear and unambiguous way

3.3. Documentationto provide mobile banking services to customer accounts is completed and processed according to organisational requirements

4. Provide follow-up service

4.1. New mobile banking customers are contacted to obtain comments about using the service

4.2. Problems in using the services are responded to promptly and effectively

4.3. Advice on better use of the service is provided as required

Required skills

well-developed communication skills to:

determine and confirm customer requirements, using questioning and active listening as required and avoiding unnecessary industry jargon

provide advice on banking services 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 interpretingdocumentation from a variety of sources and recording, gathering and consolidating financial information

completing relevant documentation

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

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

create rapport with customers and advise on their mobile banking needs

sell mobile banking services to customers and secure service agreements.

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.

Initial documentation may include:

brochures

in-house publications

operating guides

policy statements.

Restrictions on mobile banking services may include:

limit on number of accounts accessed

discussion only based on knowledge and certification in the internal product portfolio.

Documentation to provide mobile banking services for a customer may include, but is not limited to:

computer and manual application forms

disclaimers

disclosures

written advice.

Unit sector

Banking

This unit contains employability skills.