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. 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.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the financial retail services field of work and include access to:
common office equipment, technology, software and consumables
relevant agency transaction systems and data.
Assessors must satisfy NVR/AQTF assessor requirements.