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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Identify customer account needs
   • Address requests for information on range, options and features of account services available in timely, accurate and comprehensive manner, or refer if necessary to other authorised personnel
   • Provide information to customers to assist in selection of appropriate product which outlines product features, matches products to customer needs, and describes cost of operation and conditions of accounts
   • Assist customers when completing relevant documentation for selected services and products
2. Open customer account
   • Interview potential account holders to gather information required for opening of accounts, with applicant identified for security purposes according to organisational procedures
   • Assess information provided for accuracy and sufficiency according to standard organisational procedures
   • Verify completed documentation for accuracy and accept deposits, ensuring that receipts and certificates are issued
   • Process new applications and transactions in accordance with organisational policy and procedures to ensure timely and accurate completion of task
   • Provide information to customer about processes for activating account, including timeframe and mechanisms for receiving transaction cards or deposit books and most cost effective way to use account
3. Transfer or close customer account
   • Interview account holder seeking to transfer or close account to gather required information which is assessed for accuracy and sufficiency according to standard organisational procedures
   • Verify completed documentation for accuracy and process applications for transfer or closure in accordance with organisational policy and procedures to ensure timely and accurate completion of task
   • Provide information about finalisation of process in accordance with organisational policy and procedures
4. Administer the process
   • Use standard organisational processes and protocols to verify customer identity when collecting processed documentation and cards from branch
   • Follow up customer queries or complaints about operation of service with appropriate personnel according to standard procedures
   • Provide reports on account activity in line with standard policy and procedures, and respond to any exception reports

Performance Evidence

Evidence of the ability to :

provide information to customers and respond to customer requests

check customer details and verify customer in accordance with organisational customer identification process

process customer account accurately and in accordance with organisational policy and procedures

provide information about account activation timeframes and processes for receiving account documentation

assist customer with completion of documentation and information about accessing and transferring funds, and transferring or closing an account

maintain and apply knowledge of the range of products, features and fees.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

describe the key financial account products available and their features and fees

describe the key features of policies and procedures in regard to customer account service and techniques

describe the key features of relevant industry codes of practice and legislation, incorporated in organisational policy and procedures covering:

consumer credit

electronic funds transfer

privacy

financial transactions and reporting

security and fraud

outline the key steps and reasons for verifying customer identity and security checking procedures

identify the key operational features and maintenance requirements of relevant equipment.

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