Elements and Performance Criteria
- Represent the financial services institution
- The role and purpose of the agency in providing services on behalf of the financial services institution is recognised and confirmed
- Knowledge of the relevant range of products and services is developed and maintained
- Documentation about the financial services institution and its products and services is effectively maintained to ensure its accessibility, accuracy, currency and quality
- Relevant contact people, hotline phone numbers and websites of the financial services institution are known and accessed to provide support and clarify service queries
- Identify customer financial service needs
- Timely and courteous responses are provided to customer requests within the limits of the agency authorisation to offer advice
- Requests for information, advice, products or services that fall outside the agency level of authorisation or knowledge are referred to the financial services institution for resolution
- Help and assistance is provided to customers to ensure the full and accurate completion of documentation or transaction forms
- Process customer transactions
- Information or forms provided by customers are checked for accuracy and completeness
- Transactions are completed in a timely and accurate manner using the protocols and processes of the financial services institution
- Accurate customer account and transaction details are maintained
- Accurate reconciliation of monies received with transaction records is conducted routinely
- Customer queries or complaints are responded to in a courteous and timely manner using the required protocols and processes
- Customer queries or complaints that are outside the agency's level of authorisation or knowledge are referred to the financial services institution for resolution