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

FNSCUS403A Mapping and Delivery Guide
Deliver a professional service to customers

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSCUS403A - Deliver a professional service to customers
Description This unit describes the knowledge and skills needed for understanding, clarifying and meeting customer’s needs and expectations and those functions associated with the provision of a quality and professional service to customers.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to those providing day-to-day customer service in a financial service environment.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
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: Project a positive organisational image
  • Communication with customers is courteous, helpful and appropriate to the relationship and the purpose of the interaction
  • Presentation is at all times consistent with the organisation’s standards and philosophy
       
Element: Identify customer needs and expectations
  • Customer’s needs and expectations are clarified
  • Special requirements of customers are identified and considered when providing service
       
Element: Provide customer service
  • Information based on knowledge of products and/or services is provided to satisfy customer’s needs
  • Information, if not immediately available, is sourced and/or customer referred to appropriate personnel
  • Confirmation is sought from customer that needs and, where practical, expectations have been met
  • Customer service feedback is recorded and provided to appropriate personnel to assist in evaluating whether customer service needs have been met
       
Element: Maintain customer confidentiality
  • Customer related business is discussed only in the context of the workplace
  • Customer information is not released except as indicated in organisation policies, procedures and relevant legislation
       


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.

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, socio-economic 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

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.

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 computer-based 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).

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.

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
Communication with customers is courteous, helpful and appropriate to the relationship and the purpose of the interaction 
Presentation is at all times consistent with the organisation’s standards and philosophy 
Customer’s needs and expectations are clarified 
Special requirements of customers are identified and considered when providing service 
Information based on knowledge of products and/or services is provided to satisfy customer’s needs 
Information, if not immediately available, is sourced and/or customer referred to appropriate personnel 
Confirmation is sought from customer that needs and, where practical, expectations have been met 
Customer service feedback is recorded and provided to appropriate personnel to assist in evaluating whether customer service needs have been met 
Customer related business is discussed only in the context of the workplace 
Customer information is not released except as indicated in organisation policies, procedures and relevant legislation 

Forms

Assessment Cover Sheet

FNSCUS403A - Deliver a professional service to customers
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

FNSCUS403A - Deliver a professional service to customers

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: