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Evidence Guide: FNSBNK404A - Promote mobile banking services

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

 

FNSBNK404A - Promote mobile banking services

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

Establish customer needs

  1. Customers who would benefit from mobile banking services are identified
  2. Communication techniques for informing customers about mobile banking services are analysed
  3. Contact procedures for customers are developed
Customers who would benefit from mobile banking services are identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication techniques for informing customers about mobile banking services are analysed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contact procedures for customers are developed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop promotional tools

  1. The appropriate mobile banking service model is identified
  2. Promotional concepts for mobile banking to individual customers are analysed
  3. Suitable promotional tools and techniques for mobile banking services are identified or developed
  4. Documentation to assist in promotional activities are produced consistent with organisational policies and standards
The appropriate mobile banking service model is identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promotional concepts for mobile banking to individual customers are analysed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suitable promotional tools and techniques for mobile banking services are identified or developed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documentation to assist in promotional activities are produced consistent with organisational policies and standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Introduce promotional tools and techniques to the sales team

  1. Team members are provided with information on promoting mobile banking services
  2. Queries on the techniques and tools are covered to ensure team members are proficient in dealing with queries in accordance with relevant standards and policies
  3. Documentationfor agreements on providing mobile banking services to customers is completed to appropriate standards as set out in quality control documentation
Team members are provided with information on promoting mobile banking services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Queries on the techniques and tools are covered to ensure team members are proficient in dealing with queries in accordance with relevant standards and policies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documentationfor agreements on providing mobile banking services to customers is completed to appropriate standards as set out in quality control documentation

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:

maintain current knowledge of mobile banking products and services available to customers

work with others to promote banking products and services

contribute to business improvement in developing new tools and documentation.

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 mobile banking services information.

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 and adhering to processes and procedures in simulations

verbal or written questioning on underpinning knowledge and skills

accessing and validating third party reports.

Guidance information for assessment

Required Skills and Knowledge

Required skills

well-developed communication skills to:

engage customers to determine and confirm their requirements, using questioning and active listening as required and avoiding unnecessary industry jargon

promote banking services effectively to customers

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

literacy skills for:

analysing information on mobile banking services to ensure appropriateness to customer needs, currency and accuracy

reading and interpreting documentation from a variety of sources and recording, gathering and consolidating financial information

numeracy skills to make financial calculations and accurately analyse, record and store financial data in accordance with organisational requirements

IT skills for accessing and using appropriate software such as spreadsheets and databases and using internet information

organisational skills, including the ability to plan and sequence work

Required knowledge

organisational policy and guidelines related to mobile banking services and products

overview of similar products available in the industry, their characteristics and conditions

relevant financial document details including:

brochures

fact sheets

promotion and selling techniques

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.

Mobile banking services may include:

advising on lending services

assessing customer needs and explaining lending products

assisting to complete and quality assuring lending documentation.

Mobile banking service models include:

bank focused

bank led

non-bank led.

Promotional tools and techniques may include:

Short Message Service (SMS) advisories

sales scripts

video demonstrations

web pages.

Documentation to assist in promoting mobile banking services may include:

attachments to account documentation

brochures.

Customer documentation for agreements on providing mobile banking services may include, but is not limited to:

computer and manual application forms

disclaimers

disclosures

written advice.