This unit may apply to job roles in retail financial institutions such as banks and credit unions or any organisation providing debit card service.

ELEMENT

PERFORMANCE CRITERIA

1. Process applications for debit transaction cards

1.1. Customers are provided with information on debit cards including their usage, terms and conditions and benefits and information gathered from the customer as required to support application for a card

1.2. Information provided is checked in accordance with standard procedures for authenticity, accuracy and completeness and an application completed and processed in accordance with procedures

1.3. Customers are notified of approval or disapproval of the application

1.4. Standard procedures are used to issue customers with debit cards despatched to the branch for collection by the authorised person or card holder or sent by mail

2. Process card transaction

2.1. Consultation or referral to other personnel in order to determine transaction details is carried out if required

2.2. Card transactions are processed in accordance with organisation's policies and procedures

2.3. Complaints and enquiries are processed in accordance with the Electronic Funds Transfer (EFT) Code of Conduct for captured and hot listed cards

3. Administer card database

3.1. Card database is administered in accordance with the organisation's policies and procedures

3.2. Duplicate transactions and charge-backs are identified and processed according to organisation's policies and procedures

3.3. Card security procedures are checked to ensure appropriate procedures are in place

Required skills

communication skills to:

determine and confirm customer card service requirements, using questioning and active listening as required

inform customers of debit card application outcomes

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

make financial non-cash transaction calculations

check debit card transaction requirements

access and use computer-based card databases and systems

problem solving skills to address customer card use or transaction issues

literacy skills to read documents and complete forms and records accurately

organisational skills, including the ability to plan and sequence work

teamwork skills to work cooperatively with others

self-management skills for complying with organisational procedures and requirements

Required knowledge

charge-back and duplicate transaction procedures

industry codes of practice including:

Consumer Credit Code

Privacy Act

Credit Act

policies and procedures in regard to electronic banking - card services and security

policies and procedures in regard to electronic banking and security

range of cards accepted and operation of card databases

security checking procedures

operation and maintenance of equipment which may include:

security equipment

transaction terminals

numerical display boards

calculators

scanners

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:

thoroughly check card database information and customer details

comply with card security procedures.

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 an integrated card databases and data.

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

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.

Cards may include:

a range of debit transaction cards recognised by the organisation.

Information from customers may include but is not limited to:

bills

driver's license

passport

personal identification information such as:

rate notices

social security information.

Other personnel may include:

employees

supervisors/managers.

Card security procedures may include:

confidentiality of information held

encryption to prevent illegal access

hot listed cards reported as stolen or lost, or fraudulent cards

procedures in the event of loss or theft of card

procedures to identify card holder.

Unit sector

Financial retail services

This unit contains employability skills.