FNSCUS301A
Respond to customer enquiries
This unit covers the skills and knowledge to respond to customer enquiries about financial products or services.
Application
This unit applies to those engaged in primary customer contact in a financial service environment.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Obtain details of customer and nature of enquiry | 1.1 The nature of the enquiry is clarified and all details obtained 1.2 A decision on whether the enquiry is within the scope of responsibility or authority area is confirmed 1.3 A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed 1.4 If the enquiry can be answered directly, a response in accordance with organisational procedures is provided 1.5 If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up 1.6 Customer details are obtained |
2. Research the information relevant to the enquiry | 2.1 Sources of information are identified so that an appropriate response can be provided within authority levels 2.2 Information is obtained, organised and analysed to provide an accurate and satisfactory response |
3. Determine a suitable response to the enquiry | 3.1 Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe 3.2 Response is comprehensive, clear and delivered in the most appropriate form and within the agreed timeframe |
4. Communicate information to the customer | 4.1 Written or oral responses are given in clear, simple, and easy to understand language 4.2 Customer is treated courteously and an ongoing relationship is encouraged 4.3 Customer's special needs are considered and taken into account 4.4 Any further queries from the customer are attended to promptly 4.5 Checks and/or follow-up are undertaken to ensure that the response satisfies the customer’s needs |
5. Update relevant records | 5.1 Information on the nature and frequency of enquiries is collected for evaluation 5.2 Details of the enquiry are recorded as required by organisational procedures |
Required Skills
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
prepare responses to meet client enquiries
literacy skills to read documents and complete forms and transaction records accurately
numeracy and IT skills to:
access and use computer-based service systems
access and use internet information
problem solving skills to address customer service issues
organisational skills, including the ability to plan and sequence work
teamwork skills to work cooperatively with others
reading skills to:
read and understand relevant legislation, regulation and codes of practice
read and interpret client communications
read and interpret organisational procedures
writing skills to:
accurately record information
draft business letters and emails.
Required knowledge
company policy, procedures and requirements
customer service process (including dispute and conflict resolution)
privacy and confidentiality legislation and requirements
product/policy terms and conditions
relevant legislation and industry codes of practice.
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: respond to a range of enquiries that satisfy the customer’s needs and achieve the company outcomes consideration of, and adaptation to, any special needs of customers, including ethnic origin, religion, socio-economic status and demographic needs. |
Context of and specific resources for assessment | Assessment must ensure: competency is demonstrated in the context of the 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 organisational records, policies and procedures. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples 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 simulated tasks involving preparation of reports from supplied data verbal or written questioning on underpinning knowledge and skills evaluating samples of work. |
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.
Nature of the enquiry may include: | initial enquiry about a product or service enquiry about ongoing use of a product or services complaint about an error request for new product or service claim against a policy |
Scope of responsibility or authority area | job description or accountability area regulatory requirements relevant legislation |
Sources of information may include: | company records credit reference organisation past history with the organisation or other organisations organisation's policy and procedures manuals legislation |
Customer's special needs may include: | ethnic origin religion socio-economic status age and sex |
Sectors
Customer service
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.