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Evidence Guide: FNSBNK405 - Provide mobile banking sales and 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

 

FNSBNK405 - Provide mobile banking sales and services

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

Sell mobile banking services

  1. Address client enquiries for mobile banking services in prompt manner
  2. Identify and confirm benefits of mobile banking services for client
Address client enquiries for mobile banking services in prompt manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and confirm benefits of mobile banking services for client

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain mobile banking service features

  1. Explain mobile services to clients in clear and unambiguous way, avoiding jargon and in language appropriate to receiver
  2. Answer all client queries promptly and accurately and, where applicable, provide initial documentation to clients setting out mobile banking services
  3. Inform clients clearly about any restrictions that may apply to mobile banking services
  4. Explain mobile banking service details to clients clearly and accurately, using questioning to confirm understanding
Explain mobile services to clients in clear and unambiguous way, avoiding jargon and in language appropriate to receiver

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Answer all client queries promptly and accurately and, where applicable, provide initial documentation to clients setting out mobile banking services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform clients clearly about any restrictions that may apply to mobile banking services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain mobile banking service details to clients clearly and accurately, using questioning to confirm understanding

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete mobile banking service agreements

  1. Assist clients to make informed choices on mobile banking services, with advice provided in strict accordance with regulatory restrictions and organisational policy
  2. Discuss and explain recommendations to clients in clear and unambiguous way
  3. Complete and process documentation to provide mobile banking services to client accounts according to organisational requirements
Assist clients to make informed choices on mobile banking services, with advice provided in strict accordance with regulatory restrictions and organisational policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss and explain recommendations to clients in clear and unambiguous way

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete and process documentation to provide mobile banking services to client accounts according to organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide follow-up service

  1. Contact new mobile banking clients to obtain comments about using service
  2. Respond to problems in using service promptly and effectively
  3. Provide advice on better use of service as required
Contact new mobile banking clients to obtain comments about using service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to problems in using service promptly and effectively

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide advice on better use of service as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Sell mobile banking services

1.1 Address client enquiries for mobile banking services in prompt manner

1.2 Identify and confirm benefits of mobile banking services for client

2. Explain mobile banking service features

2.1 Explain mobile services to clients in clear and unambiguous way, avoiding jargon and in language appropriate to receiver

2.2 Answer all client queries promptly and accurately and, where applicable, provide initial documentation to clients setting out mobile banking services

2.3 Inform clients clearly about any restrictions that may apply to mobile banking services

2.4 Explain mobile banking service details to clients clearly and accurately, using questioning to confirm understanding

3. Complete mobile banking service agreements

3.1 Assist clients to make informed choices on mobile banking services, with advice provided in strict accordance with regulatory restrictions and organisational policy

3.2 Discuss and explain recommendations to clients in clear and unambiguous way

3.3 Complete and process documentation to provide mobile banking services to client accounts according to organisational requirements

4. Provide follow-up service

4.1 Contact new mobile banking clients to obtain comments about using service

4.2 Respond to problems in using service promptly and effectively

4.3 Provide advice on better use of service as required

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Sell mobile banking services

1.1 Address client enquiries for mobile banking services in prompt manner

1.2 Identify and confirm benefits of mobile banking services for client

2. Explain mobile banking service features

2.1 Explain mobile services to clients in clear and unambiguous way, avoiding jargon and in language appropriate to receiver

2.2 Answer all client queries promptly and accurately and, where applicable, provide initial documentation to clients setting out mobile banking services

2.3 Inform clients clearly about any restrictions that may apply to mobile banking services

2.4 Explain mobile banking service details to clients clearly and accurately, using questioning to confirm understanding

3. Complete mobile banking service agreements

3.1 Assist clients to make informed choices on mobile banking services, with advice provided in strict accordance with regulatory restrictions and organisational policy

3.2 Discuss and explain recommendations to clients in clear and unambiguous way

3.3 Complete and process documentation to provide mobile banking services to client accounts according to organisational requirements

4. Provide follow-up service

4.1 Contact new mobile banking clients to obtain comments about using service

4.2 Respond to problems in using service promptly and effectively

4.3 Provide advice on better use of service as required

Evidence of the ability to:

respond to client queries using clear and effective communication skills

determine client requirements, assess suitability of products and services and advise on mobile banking needs

strictly follow regulatory restrictions and organisational policy and procedures to provide sales and services to clients

explain documentation thoroughly to clients and complete accurately, assisting clients where applicable

respond to problems and provide follow-up service.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe the key features of mobile banking products and services available to clients

outline the key characteristics and conditions of similar products available in the industry

describe the key features of organisational policy and procedures related to mobile banking services and products

describe the key features of relevant financial documents relating to mobile banking products and services, including:

brochures

fact sheets

compare and contrast the key features of selling techniques.