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Evidence Guide: FNSRTS301 - Provide customer service in a retail agency

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

 

FNSRTS301 - Provide customer service in a retail agency

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

Represent financial services institution

  1. Recognise and confirm role and purpose of agency in providing services on behalf of financial services institution
  2. Develop and maintain knowledge of relevant range of products and services
  3. Effectively maintain documentation about financial services institution and its products and services to ensure its accessibility, accuracy, currency and quality
  4. Know and access relevant contact people, hotline phone numbers and websites of financial services institution to provide support and clarify service queries
Recognise and confirm role and purpose of agency in providing services on behalf of financial services institution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and maintain knowledge of relevant range of products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effectively maintain documentation about financial services institution and its products and services to ensure its accessibility, accuracy, currency and quality

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Know and access relevant contact people, hotline phone numbers and websites of financial services institution to provide support and clarify service queries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customers’ financial service needs

  1. Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice
  2. Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution
  3. Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms
Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process customer transactions

  1. Check information or forms provided by customers for accuracy and completeness
  2. Complete transactions in timely and accurate manner using protocols and processes of financial services institution
  3. Maintain accurate customer account and transaction details
  4. Routinely conduct accurate reconciliation of monies received with transaction records
  5. Respond to customer queries or complaints in courteous and timely manner using required protocols and processes
  6. Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution
Check information or forms provided by customers for accuracy and completeness

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete transactions in timely and accurate manner using protocols and processes of financial services institution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain accurate customer account and transaction details

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Routinely conduct accurate reconciliation of monies received with transaction records

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer queries or complaints in courteous and timely manner using required protocols and processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customers’ financial service needs

  1. Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice
  2. Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution
  3. Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms
Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms

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. Represent financial services institution

1.1 Recognise and confirm role and purpose of agency in providing services on behalf of financial services institution

1.2 Develop and maintain knowledge of relevant range of products and services

1.3 Effectively maintain documentation about financial services institution and its products and services to ensure its accessibility, accuracy, currency and quality

1.4 Know and access relevant contact people, hotline phone numbers and websites of financial services institution to provide support and clarify service queries

2. Identify customers’ financial service needs

2.1 Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice

2.2 Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution

2.3 Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms

3. Process customer transactions

3.1 Check information or forms provided by customers for accuracy and completeness

3.2 Complete transactions in timely and accurate manner using protocols and processes of financial services institution

3.3 Maintain accurate customer account and transaction details

3.4 Routinely conduct accurate reconciliation of monies received with transaction records

3.5 Respond to customer queries or complaints in courteous and timely manner using required protocols and processes

3.6 Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution

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. Represent financial services institution

1.1 Recognise and confirm role and purpose of agency in providing services on behalf of financial services institution

1.2 Develop and maintain knowledge of relevant range of products and services

1.3 Effectively maintain documentation about financial services institution and its products and services to ensure its accessibility, accuracy, currency and quality

1.4 Know and access relevant contact people, hotline phone numbers and websites of financial services institution to provide support and clarify service queries

2. Identify customers’ financial service needs

2.1 Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice

2.2 Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution

2.3 Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms

3. Process customer transactions

3.1 Check information or forms provided by customers for accuracy and completeness

3.2 Complete transactions in timely and accurate manner using protocols and processes of financial services institution

3.3 Maintain accurate customer account and transaction details

3.4 Routinely conduct accurate reconciliation of monies received with transaction records

3.5 Respond to customer queries or complaints in courteous and timely manner using required protocols and processes

3.6 Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution

Evidence of the ability to:

maintain and apply relevant and up-to-date knowledge of the products and services of the retail agency

provide accurate information and assistance to customers with documentation

review forms and documentation for accuracy

process transactions accurately

routinely conduct reconciliation of monies with transaction records

apply effective customer service skills in dealing with customers of the retail agency

identify and respond to customer queries and complaints within appropriate scope of authority and in accordance with appropriate legislative requirements

provide information to customers regarding the complaints process and assist customers in a courteous and timely manner.

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 role, services and products provided by the agency on behalf of the financial services institution

describe the key features of:

customer service principles and practice

organisational policy, procedures and protocols, including complaints

outline the key steps and reasons for verifying customer identity and security checking procedures

describe the key requirements of legislation and industry regulation that impact on the scope of advice that can be provided on financial products and services and their benefits and applications.