Assessor Resource

FNSBNK405
Provide mobile banking sales and services

Assessment tool

Version 1.0
Issue Date: May 2024


This unit describes the skills and knowledge required to sell mobile banking services to clients and provide follow-up service.

It applies to individuals who use specialised knowledge, products and techniques to build the organisation’s business and maintain clients.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the banking field of work and include access to:

office equipment, technology, software and consumables

mobile banking service information.

Assessors must satisfy NVR/AQTF assessor requirements.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the banking field of work and include access to:

office equipment, technology, software and consumables

mobile banking service information.

Assessors must satisfy NVR/AQTF assessor requirements.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Address client enquiries for mobile banking services in prompt manner 
Identify and confirm benefits of mobile banking services for client 
Explain mobile services to clients in clear and unambiguous way, avoiding jargon and in language appropriate to receiver 
Answer all client queries promptly and accurately and, where applicable, provide initial documentation to clients setting out mobile banking services 
Inform clients clearly about any restrictions that may apply to mobile banking services 
Explain mobile banking service details to clients clearly and accurately, using questioning to confirm understanding 
Assist clients to make informed choices on mobile banking services, with advice provided in strict accordance with regulatory restrictions and organisational policy 
Discuss and explain recommendations to clients in clear and unambiguous way 
Complete and process documentation to provide mobile banking services to client accounts according to organisational requirements 
Contact new mobile banking clients to obtain comments about using service 
Respond to problems in using service promptly and effectively 
Provide advice on better use of service as required 

Forms

Assessment Cover Sheet

FNSBNK405 - Provide mobile banking sales and services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

FNSBNK405 - Provide mobile banking sales and services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: