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Evidence Guide: FNSBNK501 - Manage banking and service strategy for small business customers

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

 

FNSBNK501 - Manage banking and service strategy for small business customers

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

Develop services for small businesses

  1. Identify attributes, service needs and wants of small business customers as basis for tailoring communications and services
  2. Analyse current usage patterns of institution’s small business customers and identify product and service options for them
  3. Design new products and services tailored to small business customers, and negotiate their implementation in accordance with institution’s business rules and processes
  4. Identify and plan campaigns targeted to small business portfolio in manner which meets institution’s standards and timeframes
  5. Develop reward and recognition strategies to build customer loyalty and manage implementation
Identify attributes, service needs and wants of small business customers as basis for tailoring communications and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse current usage patterns of institution’s small business customers and identify product and service options for them

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Design new products and services tailored to small business customers, and negotiate their implementation in accordance with institution’s business rules and processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and plan campaigns targeted to small business portfolio in manner which meets institution’s standards and timeframes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop reward and recognition strategies to build customer loyalty and manage implementation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage small business customer service teams

  1. Effectively develop and communicate team and individual roles, responsibilities, goals and plans following appropriate consultations and in line with established processes and protocols of institution
  2. Establish service standards and performance indicators to manage and support performance of customer service teams and their portfolios of customers
  3. Monitor performance of staff within customer service teams and provide feedback as part of performance management processes of institution
  4. Identify, implement and monitor processes to ensure effective communication with and within small business customer service teams
  5. Plan, implement and monitor processes to resolve customer complaints
Effectively develop and communicate team and individual roles, responsibilities, goals and plans following appropriate consultations and in line with established processes and protocols of institution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish service standards and performance indicators to manage and support performance of customer service teams and their portfolios of customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor performance of staff within customer service teams and provide feedback as part of performance management processes of institution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, implement and monitor processes to ensure effective communication with and within small business customer service teams

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan, implement and monitor processes to resolve customer complaints

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Lead, support and develop small business customer service teams

  1. Actively encourage staff to participate in and assume responsibility for team performance
  2. Model high standards of personal performance, respect for team members and open communications, and provide staff with opportunity and support to identify and resolve problems
  3. Provide feedback to staff to recognise effort and success, and provide information, advice and coaching as required in timely and effective manner
Actively encourage staff to participate in and assume responsibility for team performance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Model high standards of personal performance, respect for team members and open communications, and provide staff with opportunity and support to identify and resolve problems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback to staff to recognise effort and success, and provide information, advice and coaching as required in timely and effective manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate and report outcomes

  1. Develop, implement and monitor strategies to support continuous improvement of small business customer service teams
  2. Report against targets using standards, protocols and procedures, analyse exception or feedback reports and implement processes to rectify faults or capitalise on opportunities
  3. Review product and service offering targeted to small business customer segment and recommend solutions for improvement in accordance with institution’s business rules and processes
Develop, implement and monitor strategies to support continuous improvement of small business customer service teams

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report against targets using standards, protocols and procedures, analyse exception or feedback reports and implement processes to rectify faults or capitalise on opportunities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review product and service offering targeted to small business customer segment and recommend solutions for improvement in accordance with institution’s business rules and processes

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. Develop services for small businesses

1.1 Identify attributes, service needs and wants of small business customers as basis for tailoring communications and services

1.2 Analyse current usage patterns of institution’s small business customers and identify product and service options for them

1.3 Design new products and services tailored to small business customers, and negotiate their implementation in accordance with institution’s business rules and processes

1.4 Identify and plan campaigns targeted to small business portfolio in manner which meets institution’s standards and timeframes

1.5 Develop reward and recognition strategies to build customer loyalty and manage implementation

2. Manage small business customer service teams

2.1 Effectively develop and communicate team and individual roles, responsibilities, goals and plans following appropriate consultations and in line with established processes and protocols of institution

2.2 Establish service standards and performance indicators to manage and support performance of customer service teams and their portfolios of customers

2.3 Monitor performance of staff within customer service teams and provide feedback as part of performance management processes of institution

2.4 Identify, implement and monitor processes to ensure effective communication with and within small business customer service teams

2.5 Plan, implement and monitor processes to resolve customer complaints

3. Lead, support and develop small business customer service teams

3.1 Actively encourage staff to participate in and assume responsibility for team performance

3.2 Model high standards of personal performance, respect for team members and open communications, and provide staff with opportunity and support to identify and resolve problems

3.3 Provide feedback to staff to recognise effort and success, and provide information, advice and coaching as required in timely and effective manner

4. Evaluate and report outcomes

4.1 Develop, implement and monitor strategies to support continuous improvement of small business customer service teams

4.2 Report against targets using standards, protocols and procedures, analyse exception or feedback reports and implement processes to rectify faults or capitalise on opportunities

4.3 Review product and service offering targeted to small business customer segment and recommend solutions for improvement in accordance with institution’s business rules and processes

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. Develop services for small businesses

1.1 Identify attributes, service needs and wants of small business customers as basis for tailoring communications and services

1.2 Analyse current usage patterns of institution’s small business customers and identify product and service options for them

1.3 Design new products and services tailored to small business customers, and negotiate their implementation in accordance with institution’s business rules and processes

1.4 Identify and plan campaigns targeted to small business portfolio in manner which meets institution’s standards and timeframes

1.5 Develop reward and recognition strategies to build customer loyalty and manage implementation

2. Manage small business customer service teams

2.1 Effectively develop and communicate team and individual roles, responsibilities, goals and plans following appropriate consultations and in line with established processes and protocols of institution

2.2 Establish service standards and performance indicators to manage and support performance of customer service teams and their portfolios of customers

2.3 Monitor performance of staff within customer service teams and provide feedback as part of performance management processes of institution

2.4 Identify, implement and monitor processes to ensure effective communication with and within small business customer service teams

2.5 Plan, implement and monitor processes to resolve customer complaints

3. Lead, support and develop small business customer service teams

3.1 Actively encourage staff to participate in and assume responsibility for team performance

3.2 Model high standards of personal performance, respect for team members and open communications, and provide staff with opportunity and support to identify and resolve problems

3.3 Provide feedback to staff to recognise effort and success, and provide information, advice and coaching as required in timely and effective manner

4. Evaluate and report outcomes

4.1 Develop, implement and monitor strategies to support continuous improvement of small business customer service teams

4.2 Report against targets using standards, protocols and procedures, analyse exception or feedback reports and implement processes to rectify faults or capitalise on opportunities

4.3 Review product and service offering targeted to small business customer segment and recommend solutions for improvement in accordance with institution’s business rules and processes

Evidence of the ability to:

undertake high level planning and human resource development to manage services for small business customers

establish and monitor team performance measures and provide feedback and coaching as required

clearly articulate role and team requirements, and organisational policy and procedures to support performance

effectively manage a team of small business customer service officers

review and report on product and service offerings, including the development of appropriate solutions.

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:

analyse and describe the key characteristics of customer motivations, needs and wants

analyse the key features of and discuss issues relating to the small business market segment

compare and contrast the benefits and applications of a range of financial products and services

describe the key features of legislation and regulation relevant to:

financial services

company law

competition and consumers

outline the key features of organisational systems, policy, procedures and protocols related to managing services for small business customers

analyse and discuss the key principles of business management

analyse and discuss the key principles of human resource management.