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Elements and Performance Criteria

  1. Project a positive organisational image
  2. Identify customer needs and expectations
  3. Provide customer service
  4. Maintain customer confidentiality

Required Skills

Required skills

communication skills to

determine and confirm customer requirements using questioning and active listening as required

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

prepare responses to meet client enquiries

literacy skills to read documents and complete forms and transaction records accurately

numeracy and IT skills to

access and use computerbased service systems

access and use internet information

organisational skills including the ability to plan and sequence work

problem solving skills to address customer service issues

teamwork skills to work cooperatively with others

technology skills to utilise customer management and recording systems

reading skills to

read and understand relevant legislation regulation and codes of practice

read and interpret organisational procedures

writing skills to accurately record information

Required knowledge

customer service principles and practice

knowledge and general understanding of the principal legislation covering consumer service privacy and the delivery of financial services

organisation policies procedures and protocols

scope of capacity to offer advice on financial products and services and their benefits and applications within the requirements of the Financial Services Reform Act FSRA

Evidence Required

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

apply a range of communication skills and the knowledge of products services and legislation to interact with customers and provide good service

give consideration of and adaptation to any special needs of customers including cultural ethnic origin socioeconomic status and demographic needs

Context of and specific resources for assessment

Assessment must ensure

competency is demonstrated in the context of the 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 organisational records

access to organisational policies and procedures

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples 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

simulated tasks involving preparation of reports from supplied data

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

Guidance information for assessment

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.

Special requirements of customers may include:

the needs of people from different cultural backgrounds and/or ages

those with a disability

those with specific financial needs or considerations.

Customer confidentiality may include:

any requirements under legislation such as legislation relating to Consumer Credit and Privacy

standards described by the organisation’s policies and procedures.

Organisational policies, procedures and relevant legislation may include:

Consumer legislation, regulation and policy

Competition

Australian Competition and Consumer Commission (ACCC)

Prudential

Credit Reference Association of Australia (CRAA)

Electronic Funds Transfer (EFT) Code of Conduct

Financial Transaction Reports Act

Cheques and Payment Orders Act

Bills of Exchange Act.