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
What evidence can you provide to prove your understanding of each of the following citeria?
Provide customer service
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Greet and serve customer with respect and professionalism in accordance with company service standards and expectations Completed |
Evidence:
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Provide customer with information as required in timely, accurate and effective manner, answering any queries about transactions fully and clearly to ensure customer is appropriately informed Completed |
Evidence:
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Refer transactions outside knowledge or delegated authority of officer to other personnel for resolution, as required Completed |
Evidence:
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Process basic financial transactions
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Process customer transactions in accurate and timely manner using standard policies, procedures and systems Completed |
Evidence:
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Check documentation or systems entry to support transactions for accuracy and completeness, and maintain and verify customer account and transaction details using correct procedures Completed |
Evidence:
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Resolve or refer customer complaints and disputes to other authorised personnel, and rectify customer accounts where necessary Completed |
Evidence:
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Perform accurate reconciliation of subsidiary ledgers to general ledger accounts, and levy fees appropriate to transaction in accordance with standard procedures Completed |
Evidence:
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Administer transaction process
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Analyse and respond to error records and exception reports according to standard procedures and within required timeframes Completed |
Evidence:
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Provide activity reports, monitoring nature and level of transaction activity and update database records or customer files according to standard procedures and within required timeframes Completed |
Evidence:
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Safely and securely store customer records in accordance with standard processes, recognising requirement to protect customer privacy and commercial confidentiality Completed |
Evidence:
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