This unit may apply to customer service job roles in banks, credit unions and other financial organisations.

ELEMENT

PERFORMANCE CRITERIA

1. Provide customer service

1.1. Customer is greeted and served with respect and professionalism in accordance with the company service standards and expectations

1.2. Customer is provided with information as required in a timely, accurate and effective manner with any queries about transactions answered fully and clearly to ensure customer is appropriately informed

1.3. Transactions outside the knowledge or delegated authority of the officer are referred to other personnel for resolution as required

2. Process basic financial transactions

2.1. Customer transactions are processed in an accurate and timely manner using standard policies, procedures and systems

2.2. Documentation or systems entry to support transactions is checked for accuracy and completeness and customer account and transaction details maintained and verified using correct procedures

2.3. Customer complaints and disputes are resolved or referred to other authorised personnel and customer accounts are rectified where necessary

2.4. Accurate reconciliation of subsidiary ledgers to general ledger accounts is performed and fees appropriate to the transaction are levied in accordance with standard procedures

3. Administer the transaction process

3.1. Error records and exception reports are analysed and responded to according to standard procedures and within required timeframes

3.2. Activity reports monitoring the nature and level of transaction activity are provided and database records or customer files updated according to standard procedures and within required timeframes

3.3. Customer records are stored safely, securely and in accordance with standard processes and recognising the requirement to protect customer privacy and commercial confidentiality

Required skills

communication skills to:

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

resolve customer issues and conflicts

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

calculate transaction details

check transactions

access and use computer-based databases and systems

problem solving and dispute resolution skills to address customer 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

organisation products available and features

policies and procedures in regard to customer account service and techniques

relevant legislation and statutory requirements and industry codes of practice including:

Consumer Credit Code

Privacy Act

Credit Act

security checking procedures

the 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 customer account details

interpret and comply with relevant legislation

follow customer complaint and dispute resolution policies and procedures

maintain and use knowledge of range of products, features and fees.

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 financial services product information

access to an integrated financial transaction system 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

observing processes and procedures in workplaces

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.

Information may be related to:

account services, including:

savings

retirement

superannuation

investment services

processes for completing transactions including:

cash or non-cash transactions

EFTPOS

cheques

credit cards

the interests of customer include knowledge of the changing circumstances of the customer and how these contexts influence customer needs in relation to financial, retirement, investment and other services.

Authorised personnel may include:

dispute resolution officer

employees

supervisors and managers.

Transactions may be processed:

using manual or electronic systems

using the standard procedures and systems of the financial services institution

and may include:

bank cheques

credit card transactions

debits such as from:

savings accounts

cheque accounts

inward credits

payroll deductions

periodic payments.

The relevant financial services organisation's policies, procedures and systems may relate or be influenced by:

administrative and clerical systems

database and IT systems

product and account and service range

range of responsibility

size, type and location of branch

types of equipment used.

Unit sector

Financial retail services

This unit contains employability skills.