Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
FNSRTS301 Mapping and Delivery Guide
Provide customer service in a retail agency
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | FNSRTS301 - Provide customer service in a retail agency |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the skills and knowledge required to apply customer service skills and process financial services transactions in non-financial services organisations that act as an agency, particularly in rural and remote areas.It applies to individuals who, within their level of responsibility, use clear communication skills to provide up-to-date and accurate information and follow procedures to process transactions.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 the financial retail services field of work and include access to: common office equipment, technology, software and consumables relevant agency transaction systems and data. Assessors must satisfy NVR/AQTF assessor requirements. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Represent financial services institution |
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Element: Identify customers’ financial service needs |
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Element: Process customer transactions |
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Element: Identify customers’ financial service needs |
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