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Evidence Guide: FNSRTS401A - Manage credit card 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

 

FNSRTS401A - Manage credit card services

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

Commence credit card application process

  1. Customer is provided with information on credit cards including their benefits, usage, terms and conditions explaining the benefits and uses of relevant cards to ensure an appropriate match with their needs
  2. Queries about terms, conditions and costs are answered fully and clearly to ensure customers are appropriately informed
  3. Information is gathered from the customer as required and using standard procedures to support the application for the credit card
Customer is provided with information on credit cards including their benefits, usage, terms and conditions explaining the benefits and uses of relevant cards to ensure an appropriate match with their needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Queries about terms, conditions and costs are answered fully and clearly to ensure customers are appropriately informed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information is gathered from the customer as required and using standard procedures to support the application for the credit card

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check and process credit card applications

  1. Information provided is checked in accordance with standard procedures for authenticity, accuracy and completeness
  2. Credit scoring is conducted using standard systems and procedures to ascertain credit worthiness and determine the customer's suitability for the product
  3. Application is completed and processed in accordance with standard procedures and customer notified of approval or disapproval of their application
  4. Standard procedures are used to issue customer with credit cards despatched to the branch for collection by the authorised person or card holder or sent by mail
Information provided is checked in accordance with standard procedures for authenticity, accuracy and completeness

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Credit scoring is conducted using standard systems and procedures to ascertain credit worthiness and determine the customer's suitability for the product

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Application is completed and processed in accordance with standard procedures and customer notified of approval or disapproval of their application

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Standard procedures are used to issue customer with credit cards despatched to the branch for collection by the authorised person or card holder or sent by mail

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process card transaction

  1. Consultation or referral to other personnel is undertaken to determine further details required
  2. Card transactions are processed in accordance with organisation's card security policies and procedures
  3. Complaints and enquiries are processed in accordance with the Electronic Funds Transfer (EFT) Code of Conduct for captured and hot listed cards
Consultation or referral to other personnel is undertaken to determine further details required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Card transactions are processed in accordance with organisation's card security policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complaints and enquiries are processed in accordance with the Electronic Funds Transfer (EFT) Code of Conduct for captured and hot listed cards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Administer card database

  1. Card database is administered in accordance with the organisation's policies and procedures
  2. Duplicate transactions and charge-backs are identified and processed according to organisation's policies and procedures
  3. Card security procedures are checked to ensure appropriate procedures are in place
Card database is administered in accordance with the organisation's policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Duplicate transactions and charge-backs are identified and processed according to organisation's policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Card security procedures are checked to ensure appropriate procedures are in place

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:

effectively apply processes required to process a debit card application and to process transactions

thoroughly check card database information and follow card security procedures.

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 an credit card database, system and data.

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

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:

determine and confirm customer credit card service requirements, using questioning and active listening as required

explain credit card services and features to customers

inform customers of credit card application outcomes

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

make financial non-cash transaction calculations

check credit card transaction requirements

access and use computer-based card databases and systems

problem solving skills to address customer card use or transaction issues

literacy skills to read documents and complete forms and records accurately

organisational skills, including the ability to plan and sequence work

teamwork skills to work cooperatively with others

self-management skills for complying with organisational procedures and requirements

Required knowledge

industry codes of practice including:

Consumer Credit Code

Privacy Act

Credit Act

policies and procedures in regard to electronic banking, card services and security

range of cards accepted and operation of card databases

relevant legislation and statutory requirements

security checking procedures

operation and maintenance of equipment which may include:

security equipment

transaction terminals

numerical display boards

calculators

scanners

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.

Cards may include:

a range of credit cards recognised by an organisation.

Information from customers may include:

personal identification information such as:

driver's license

passport

social security information

bills

rate notices.

Other personnel may include:

employees or supervisors and managers.

Card security policies and procedures may include:

confidentiality of information held

encryption to prevent illegal access

procedures in the event of loss or theft of card

procedures to identify card holder.

Hot listed cards refer to:

cards reported as stolen or lost

fraudulent cards.

Organisation policies and procedures in regard to:

administrative and clerical systems

product and account and service range

range of responsibility

size, type and location of branch

types of equipment used.