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Evidence Guide: FNSBNK403A - Provide services in a Business Transaction Centre

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

FNSBNK403A - Provide services in a Business Transaction Centre

What evidence can you provide to prove your understanding of each of the following citeria?

Represent the Business Transaction Centre

  1. The role and purpose of the Business Transaction Centre in providing services to the local community and its relationship to the institution in which it is hosted are recognised and communicated to customers
  2. Knowledge of the relevant range of products and services is developed and maintained
  3. Documentation and promotional material about the range of services facilitated by the centre are effectively maintained to ensure accessibility, accuracy, currency and quality
  4. Relevant contact people, hotline phone numbers and websites of the services supported by the centre are accessed to provide support and clarify service queries
The role and purpose of the Business Transaction Centre in providing services to the local community and its relationship to the institution in which it is hosted are recognised and communicated to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Knowledge of the relevant range of products and services is developed and maintained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documentation and promotional material about the range of services facilitated by the centre are effectively maintained to ensure accessibility, accuracy, currency and quality

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relevant contact people, hotline phone numbers and websites of the services supported by the centre are accessed to provide support and clarify service queries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer service and information needs

  1. Timely and courteous responses are provided to customer requests and queries
  2. Requests for information, advice, products or services that fall outside the centre's level of authorisation or capacity are referred to the relevant service provider or agency for resolution
  3. Help and assistance is provided to customers to ensure the full and accurate completion of documentation or transaction forms
Timely and courteous responses are provided to customer requests and queries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Requests for information, advice, products or services that fall outside the centre's level of authorisation or capacity are referred to the relevant service provider or agency for resolution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Help and assistance is provided to customers to ensure the full and accurate completion of documentation or transaction forms

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process customer transactions

  1. Information or forms provided by customers are checked for accuracy and completeness
  2. Processes and protocols to maintain the privacy of customer information are followed in line with the centre's established standards
  3. Transactions are completed in a timely and accurate manner using the protocols and processes of the centre
  4. Accurate customer transaction details are maintained and reported as required for each service provided on behalf of another agency
  5. Accurate reconciliation of monies received with transaction records is conducted routinely
  6. Customer queries or complaints are responded to in a courteous and timely manner using the required protocols and processes
Information or forms provided by customers are checked for accuracy and completeness

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Processes and protocols to maintain the privacy of customer information are followed in line with the centre's established standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Transactions are completed in a timely and accurate manner using the protocols and processes of the centre

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurate customer transaction details are maintained and reported as required for each service provided on behalf of another agency

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurate reconciliation of monies received with transaction records is conducted routinely

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer queries or complaints are responded to in a courteous and timely manner using the required protocols and processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide support and service information to customers

  1. Professional and confidential assistance and advice is provided to customers
  2. Bookings for appointments with other professionals or service providers are conducted efficiently and effectively using standard operating procedures
  3. Customers seeking skill development and assistance in order to access the full range of services offered by the centre are provided with courteous, accurate and timely support
Professional and confidential assistance and advice is provided to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Bookings for appointments with other professionals or service providers are conducted efficiently and effectively using standard operating procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers seeking skill development and assistance in order to access the full range of services offered by the centre are provided with courteous, accurate and timely support

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

provide accurate information, advice and transaction processing for a wide range of agencies such as:

local government councils

road traffic authorities

financial institutions

Medicare and Centrelink

provide high level customer service

provide confidential and sensitive information to a diverse community.

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 and internet

access to organisational policies, procedures and systems.

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

setting and reviewing workplace projects and business simulations or scenarios

accessing and validating third party reports.

Guidance information for assessment

Required Skills and Knowledge

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

problem solving skills to identify any issues that have the potential to impact on customerservices and develop options to resolve these issues when they arise

literacy skills for analysing information and products to ensure appropriateness to customer needs, currency and accuracy

IT skills for accessing and using appropriate software and internet information

product selling skills including cross-selling

quality control and continuous improvement skills to maintain and develop customer services

Required knowledge

Business Transaction Centre (BTC) and Rural Transaction Centre (RTC) policies, procedures and protocols

scope of capacity to offer advice within the requirements of the Financial Services Reform Act (FSRA) and other legislation

the full range of BTC products and services and their benefits and applications

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.

Business (and Rural) Transaction Centres are:

developed to meet local needs and conditions and are managed by a local committee

funded by the Commonwealth government to ensure communities, particularly in rural and regional areas, have accessible and local access to a range of key services.

Products and services provided include:

Australian Taxation Office (ATO) information and access to advisory services

business services and advice

Centrelink enquiries and communications

deposits and withdrawals from accounts held with a variety of financial institutions

distribution of application forms

BTCs may also offer:

internet access and training

library services

local government information and services

Medicare premium payments, claims and information

office space for visiting professionals

payment of bills from a range of commercial and government agencies

payment of credit card balances

public telephone and facsimile access

secretarial and copying services

Veterans' Affairs services.

Accuracy and completeness of documentation includes checking:

authenticity of signatures

that all forms are completed accurately and legibly

use of appropriate forms for the transaction.

Processes and protocols to protect customer privacy and confidentiality may include:

adherence to the BTC's training requirements to ensure the procedures and processes of the agencies for whom services are provided are met

compliance with National Privacy Principles (NPP) legislation

compliance with the anti-hawking provisions of the Corporations Act

compliance with the Electronic Funds Transfer (EFT) Code of Conduct legislation

operational compliance with the Financial Services Reform (FSR) legislation.

Transactions may be both manual and/or electronic and includes:

accurate processing of transactions

completion of records for transaction errors

initiation of transaction.

Skill development and assistance required by customers may include:

demonstration of the use of:

photocopiers

printers

telecommunications equipment

other office equipment

training and support to access the internet and send emails.