Application
This unit describes the skills and knowledge required to meet directly with customers seeking or using mobile banking services and deal effectively with their needs.
It applies to individuals who use specialised product knowledge, selling techniques and strong communication and interpersonal skills to build rapport and business.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Prepare for customer visits | 1.1 Contact customers who may require mobile banking services from referrals or analysis of customer records 1.2 Access and evaluate details of current customer banking business to assess their status in accordance with organisational policy and procedures 1.3 Schedule suitable time for customer visit and confirm meeting venue 1.4 Gather relevant product and service information in readiness for customer |
2. Establish customer mobile banking needs and match with services | 2.1 Determine customer mobile banking needs using questioning and active listening 2.2 Consider suitable services that match customer needs and clearly explain features, characteristics and benefits 2.3 Use sales aids as required |
3. Respond to customer queries and non-verbal signals | 3.1 Use gestures, posture, body language, facial expressions and voice modulation to create supportive environment 3.2 Use open-ended questions to identify customer preferences and respond using persuasive communication techniques to maintain interest 3.3 Identify and address any customer resistance or objection to products and services offered by using appropriate strategies |
4. Formalise customer service requirements | 4.1 Confirm agreement to mobile banking services 4.2 Negotiate and settle conditions of mobile banking services 4.3 Complete and process necessary documentation in accordance with organisational policy and procedures 4.4 Identify opportunities for cross-selling other products or services 4.5 Advise customer of follow-up services to be provided and thank politely when meeting is closed |
Evidence of Performance
Evidence of the ability to:
use organisational tools to prepare for and schedule customer visits
use effective communication skills to assess and determine customer requirements in accordance with organisational policy and procedures
provide advice and information about suitable mobile banking products and services available to customers
refer customers to appropriate specialist areas when cross-selling opportunities arise or are applicable
use effective verbal and non-verbal communication skills to build rapport and respond to queries or concerns relating to the mobile banking service
assist customers to complete relevant forms and complete documentation in accordance with organisational procedures.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
describe the key features of organisational policy and guidelines related to mobile banking services and products
outline the key characteristics and conditions of mobile banking products and services available in the industry
explain the application of relevant of legislation when promoting services, cross-selling and providing the customer with mobile banking services advice
describe the key features of relevant financial document details, including:
brochures
fact sheets
compare and contrast the key features of selling techniques
analyse and discuss verbal and non-verbal communication signals and techniques, including negotiation skills and dispute resolution skills.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the banking field of work and include access to:
office equipment, technology, software and consumables
mobile banking services information
organisational policy and practices for providing services.
Assessors must satisfy NVR/AQTF assessor requirements.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.2, 1.4, 4.3 | Interprets textual information from a range of sources to determine critical features and required action |
Writing | 1.1, 1.3, 4.1, 4.2, 4.3 | Completes business documentation accurately and legibly, following organisational procedures and protocols Uses clear and concise language, incorporating correct spelling and grammar and avoiding unnecessary industry jargon, to convey accurate information |
Oral Communication | 1.1, 1.3, 2.1, 2.2, 3.1-3.3, 4.1, 4.2, 4.5 | Participates in verbal exchanges of information using language, tone and pace to create a supportive environment appropriate for the audience and purpose Uses active listening and questioning to clearly convey information, elicit and respond to feedback and confirm understanding |
Numeracy | 1.2 | Uses mathematical equations to perform calculations and check for accuracy in financial and numerical information |
Navigate the world of work | 1.2, 4.3 | Recognises and follows business rules and protocols, and meets expectations associated with own role |
Interact with others | 1.1 | Initiates contact with others and uses advanced communication skills to establish then sustain the relationship Adapts personal communication style to show respect for the values, beliefs and cultural expectations of others |
Get the work done | 1.1-1.4, 2.1-2.3, 3.1-3.3, 4.1-4.5 | Sequences and schedules complex activities, monitors implementation and manages relevant communication Makes decisions and submits recommendations based on an analysis of documents and verbal information Develops options, resolves issues and negotiates solutions to problems Uses a range of digitally based technologies and software packages, including spreadsheets, databases and the internet |
Sectors
Banking