Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

FNSBNK403 Mapping and Delivery Guide
Provide services in a Business Transaction Centre

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSBNK403 - Provide services in a Business Transaction Centre
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to provide a breadth of service in Business Transaction Centres (BTCs) and Rural Transaction Centres (RTCs) in regional and remote Australia, including client service, processing and client needs analysis. Services may be undertaken for a range of agencies.It applies to individuals who work independently and have responsibility in a frontline client service capacity to provide assistance and support and maintain quality standards. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

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

office equipment, technology, software and consumables

financial services product information

organisational policy, procedures and systems.

Assessors must satisfy NVR/AQTF assessor requirements.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Represent Business Transaction Centre
  • Recognise and communicate role and purpose of BTC in providing services to local community and its relationship to organisation in which it is hosted to clients
  • Develop and maintain knowledge of relevant range of products and services
  • Effectively maintain documentation and promotional material about range of services facilitated by centre to ensure accessibility, accuracy, currency and quality
  • Access relevant contact people, hotline phone numbers and websites of services supported by centre to provide support and clarify service queries
       
Element: Identify client service and information needs
  • Provide timely and courteous responses to client requests and queries
  • Refer requests for information, advice, products or services that fall outside centre’s level of authorisation or capacity to relevant service provider or agency for resolution
  • Provide help and assistance to clients to ensure full and accurate completion of documentation or transaction forms
       
Element: Process client transactions
  • Check information or forms provided by clients for accuracy and completeness
  • Follow processes and protocols to maintain privacy of client information in line with centre’s established standards
  • Complete transactions in timely and accurate manner using protocols and processes of centre
  • Maintain accurate client transaction details and report as required for each service provided on behalf of another agency
  • Routinely conduct accurate reconciliation of monies received with transaction records
  • Respond to client queries or complaints in courteous and timely manner using required protocols and processes
       
Element: Provide support and service information to clients
  • Provide professional and confidential assistance and advice to clients
  • Efficiently and effectively conduct bookings for appointments with other professionals or service providers using standard operating procedures
  • Provide clients seeking skill development and assistance to access full range of services offered by centre with courteous, accurate and timely support
       


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. Represent Business Transaction Centre

1.1 Recognise and communicate role and purpose of BTC in providing services to local community and its relationship to organisation in which it is hosted to clients

1.2 Develop and maintain knowledge of relevant range of products and services

1.3 Effectively maintain documentation and promotional material about range of services facilitated by centre to ensure accessibility, accuracy, currency and quality

1.4 Access relevant contact people, hotline phone numbers and websites of services supported by centre to provide support and clarify service queries

2. Identify client service and information needs

2.1 Provide timely and courteous responses to client requests and queries

2.2 Refer requests for information, advice, products or services that fall outside centre’s level of authorisation or capacity to relevant service provider or agency for resolution

2.3 Provide help and assistance to clients to ensure full and accurate completion of documentation or transaction forms

3. Process client transactions

3.1 Check information or forms provided by clients for accuracy and completeness

3.2 Follow processes and protocols to maintain privacy of client information in line with centre’s established standards

3.3 Complete transactions in timely and accurate manner using protocols and processes of centre

3.4 Maintain accurate client transaction details and report as required for each service provided on behalf of another agency

3.5 Routinely conduct accurate reconciliation of monies received with transaction records

3.6 Respond to client queries or complaints in courteous and timely manner using required protocols and processes

4. Provide support and service information to clients

4.1 Provide professional and confidential assistance and advice to clients

4.2 Efficiently and effectively conduct bookings for appointments with other professionals or service providers using standard operating procedures

4.3 Provide clients seeking skill development and assistance to access full range of services offered by centre with courteous, accurate and timely support

Evidence of the ability to:

provide accurate and timely information, advice and transaction processing for a range of agencies

provide high level client service, including responding to queries and complaints, referrals, assistance with documentation and provision of confidential and sensitive information to diverse community members

efficiently complete transactions, accurately reconcile monies and complete required reports.

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 Business Transaction Centre (BTC) or Rural Transaction Centre (RTC) policy, procedures and protocols

describe the organisation’s client service requirements, including protocols for the complaints process and authorisation procedures when delivering services

describe the full range of BTC or RTC products and services, and their benefits and applications

explain the process for maintaining accurate client and agency information and reports

explain the key requirements of relevant legislation relating to:

privacy

electronic funds transfer

fraud

consumer protection

workplace health and safety (WHS).

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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. Represent Business Transaction Centre

1.1 Recognise and communicate role and purpose of BTC in providing services to local community and its relationship to organisation in which it is hosted to clients

1.2 Develop and maintain knowledge of relevant range of products and services

1.3 Effectively maintain documentation and promotional material about range of services facilitated by centre to ensure accessibility, accuracy, currency and quality

1.4 Access relevant contact people, hotline phone numbers and websites of services supported by centre to provide support and clarify service queries

2. Identify client service and information needs

2.1 Provide timely and courteous responses to client requests and queries

2.2 Refer requests for information, advice, products or services that fall outside centre’s level of authorisation or capacity to relevant service provider or agency for resolution

2.3 Provide help and assistance to clients to ensure full and accurate completion of documentation or transaction forms

3. Process client transactions

3.1 Check information or forms provided by clients for accuracy and completeness

3.2 Follow processes and protocols to maintain privacy of client information in line with centre’s established standards

3.3 Complete transactions in timely and accurate manner using protocols and processes of centre

3.4 Maintain accurate client transaction details and report as required for each service provided on behalf of another agency

3.5 Routinely conduct accurate reconciliation of monies received with transaction records

3.6 Respond to client queries or complaints in courteous and timely manner using required protocols and processes

4. Provide support and service information to clients

4.1 Provide professional and confidential assistance and advice to clients

4.2 Efficiently and effectively conduct bookings for appointments with other professionals or service providers using standard operating procedures

4.3 Provide clients seeking skill development and assistance to access full range of services offered by centre with courteous, accurate and timely support

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
Recognise and communicate role and purpose of BTC in providing services to local community and its relationship to organisation in which it is hosted to clients 
Develop and maintain knowledge of relevant range of products and services 
Effectively maintain documentation and promotional material about range of services facilitated by centre to ensure accessibility, accuracy, currency and quality 
Access relevant contact people, hotline phone numbers and websites of services supported by centre to provide support and clarify service queries 
Provide timely and courteous responses to client requests and queries 
Refer requests for information, advice, products or services that fall outside centre’s level of authorisation or capacity to relevant service provider or agency for resolution 
Provide help and assistance to clients to ensure full and accurate completion of documentation or transaction forms 
Check information or forms provided by clients for accuracy and completeness 
Follow processes and protocols to maintain privacy of client information in line with centre’s established standards 
Complete transactions in timely and accurate manner using protocols and processes of centre 
Maintain accurate client transaction details and report as required for each service provided on behalf of another agency 
Routinely conduct accurate reconciliation of monies received with transaction records 
Respond to client queries or complaints in courteous and timely manner using required protocols and processes 
Provide professional and confidential assistance and advice to clients 
Efficiently and effectively conduct bookings for appointments with other professionals or service providers using standard operating procedures 
Provide clients seeking skill development and assistance to access full range of services offered by centre with courteous, accurate and timely support 

Forms

Assessment Cover Sheet

FNSBNK403 - Provide services in a Business Transaction Centre
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

FNSBNK403 - Provide services in a Business Transaction Centre

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: