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Evidence Guide: FNSACM301 - Administer financial accounts

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

FNSACM301 - Administer financial accounts

What evidence can you provide to prove your understanding of each of the following citeria?

Allocate customer payments

  1. Allocate payments correctly to appropriate customer accounts and bank receipts according to organisational policy and procedures
  2. Serve customers promptly and complete and process documentation quickly and accurately to maximise customer satisfaction
Allocate payments correctly to appropriate customer accounts and bank receipts according to organisational policy and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Serve customers promptly and complete and process documentation quickly and accurately to maximise customer satisfaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reconcile accounts

  1. Respond to customer billing or account queries and apply billing adjustments accurately, if required
  2. Respond to customer complaints promptly in accordance with organisational policy
Respond to customer billing or account queries and apply billing adjustments accurately, if required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer complaints promptly in accordance with organisational policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain customer details

  1. Maintain accurate and up-to-date details on customer account files
  2. Check sources of customer details for reliability and verify where necessary
Maintain accurate and up-to-date details on customer account files

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check sources of customer details for reliability and verify where necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Allocate customer payments

1.1 Allocate payments correctly to appropriate customer accounts and bank receipts according to organisational policy and procedures

1.2 Serve customers promptly and complete and process documentation quickly and accurately to maximise customer satisfaction

2. Reconcile accounts

2.1 Respond to customer billing or account queries and apply billing adjustments accurately, if required

2.2 Respond to customer complaints promptly in accordance with organisational policy

3. Maintain customer details

3.1 Maintain accurate and up-to-date details on customer account files

3.2 Check sources of customer details for reliability and verify where necessary

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Allocate customer payments

1.1 Allocate payments correctly to appropriate customer accounts and bank receipts according to organisational policy and procedures

1.2 Serve customers promptly and complete and process documentation quickly and accurately to maximise customer satisfaction

2. Reconcile accounts

2.1 Respond to customer billing or account queries and apply billing adjustments accurately, if required

2.2 Respond to customer complaints promptly in accordance with organisational policy

3. Maintain customer details

3.1 Maintain accurate and up-to-date details on customer account files

3.2 Check sources of customer details for reliability and verify where necessary

Evidence of the ability to:

validate account details and verify customer information

allocate and reconcile customer payments accurately following organisational procedures

serve customers promptly and efficiently, including handling complaints and responding to billing and account queries

maintain accurate customer details

accurately use data entry and recording systems.

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:

outline basic financial transaction processes and procedures

identify the relevant organisational policy and procedures on account management

identify key legislative requirements covered in organisational policy and procedures relating to administering financial accounts

describe how to handle customer queries and complaints following organisational procedures

identify workplace health and safety (WHS) requirements relating to data entry and administrative work undertaken.