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Evidence Guide: FNSBNK401 - Coordinate a small business customer portfolio

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

 

FNSBNK401 - Coordinate a small business customer portfolio

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

Manage relationships with small business customers

  1. Contribute to development of service strategy for small business customers
  2. Analyse current usage patterns of small businesses within portfolio and identify effective service and product options
  3. Access and update databases to support management of portfolio to ensure availability of consistent and accurate information
  4. Conduct campaigns targeted to small business portfolio in manner which meets organisation’s standards and timeframes
  5. Contribute to reward and recognition strategies to build customer loyalty and deliver to customers
Contribute to development of service strategy for small business customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse current usage patterns of small businesses within portfolio and identify effective service and product options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access and update databases to support management of portfolio to ensure availability of consistent and accurate information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct campaigns targeted to small business portfolio in manner which meets organisation’s standards and timeframes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to reward and recognition strategies to build customer loyalty and deliver to customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide service to portfolio of small business customers

  1. Administer portfolio of small business customers using business rules and processes of financial services organisation, and deliver services to standard specified for small business customer segment
  2. Undertake effective and personalised communications including telephone, email, mail or personal contacts within designated organisational service standards
  3. Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel within organisation in timely and effective manner
  4. Coordinate and follow up service delivery to ensure customer satisfaction and to provide effective and efficient single point of contact for customers within portfolio
Administer portfolio of small business customers using business rules and processes of financial services organisation, and deliver services to standard specified for small business customer segment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake effective and personalised communications including telephone, email, mail or personal contacts within designated organisational service standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel within organisation in timely and effective manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Coordinate and follow up service delivery to ensure customer satisfaction and to provide effective and efficient single point of contact for customers within portfolio

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide high level and tailored small business banking solutions and service

  1. Ascertain and evaluate customers’ business banking needs
  2. Identify products to manage business cash flow and negotiate, model and sell rates
  3. Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management
  4. Identify and implement banking services that assist with efficient management and statutory reporting of small business
  5. Coordinate resolution of service faults or concerns
Ascertain and evaluate customers’ business banking needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify products to manage business cash flow and negotiate, model and sell rates

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and implement banking services that assist with efficient management and statutory reporting of small business

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Coordinate resolution of service faults or concerns

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate and report outcomes

  1. Report against targets using standards, protocols and procedures
  2. Analyse exception or feedback reports and rectify problems
  3. Review product and service offering targeted to small business customer segment and recommend solutions for improvement to management
Report against targets using standards, protocols and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse exception or feedback reports and rectify problems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review product and service offering targeted to small business customer segment and recommend solutions for improvement to management

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. Manage relationships with small business customers

1.1 Contribute to development of service strategy for small business customers

1.2 Analyse current usage patterns of small businesses within portfolio and identify effective service and product options

1.3 Access and update databases to support management of portfolio to ensure availability of consistent and accurate information

1.4 Conduct campaigns targeted to small business portfolio in manner which meets organisation’s standards and timeframes

1.5 Contribute to reward and recognition strategies to build customer loyalty and deliver to customers

2. Provide service to portfolio of small business customers

2.1 Administer portfolio of small business customers using business rules and processes of financial services organisation, and deliver services to standard specified for small business customer segment

2.2 Undertake effective and personalised communications including telephone, email, mail or personal contacts within designated organisational service standards

2.3 Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel within organisation in timely and effective manner

2.4 Coordinate and follow up service delivery to ensure customer satisfaction and to provide effective and efficient single point of contact for customers within portfolio

3. Provide high level and tailored small business banking solutions and service

3.1 Ascertain and evaluate customers’ business banking needs

3.2 Identify products to manage business cash flow and negotiate, model and sell rates

3.3 Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management

3.4 Identify and implement banking services that assist with efficient management and statutory reporting of small business

3.5 Coordinate resolution of service faults or concerns

4. Evaluate and report outcomes

4.1 Report against targets using standards, protocols and procedures

4.2 Analyse exception or feedback reports and rectify problems

4.3 Review product and service offering targeted to small business customer segment and recommend solutions for improvement to management

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. Manage relationships with small business customers

1.1 Contribute to development of service strategy for small business customers

1.2 Analyse current usage patterns of small businesses within portfolio and identify effective service and product options

1.3 Access and update databases to support management of portfolio to ensure availability of consistent and accurate information

1.4 Conduct campaigns targeted to small business portfolio in manner which meets organisation’s standards and timeframes

1.5 Contribute to reward and recognition strategies to build customer loyalty and deliver to customers

2. Provide service to portfolio of small business customers

2.1 Administer portfolio of small business customers using business rules and processes of financial services organisation, and deliver services to standard specified for small business customer segment

2.2 Undertake effective and personalised communications including telephone, email, mail or personal contacts within designated organisational service standards

2.3 Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel within organisation in timely and effective manner

2.4 Coordinate and follow up service delivery to ensure customer satisfaction and to provide effective and efficient single point of contact for customers within portfolio

3. Provide high level and tailored small business banking solutions and service

3.1 Ascertain and evaluate customers’ business banking needs

3.2 Identify products to manage business cash flow and negotiate, model and sell rates

3.3 Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management

3.4 Identify and implement banking services that assist with efficient management and statutory reporting of small business

3.5 Coordinate resolution of service faults or concerns

4. Evaluate and report outcomes

4.1 Report against targets using standards, protocols and procedures

4.2 Analyse exception or feedback reports and rectify problems

4.3 Review product and service offering targeted to small business customer segment and recommend solutions for improvement to management

Evidence of the ability to:

comply with organisational business rules, processes and procedures to deliver services to small business customers

identify and provide tailored business banking solutions and/or referrals to specialists to meet the identified needs of small business

efficiently coordinate a portfolio of specified small business customers to ensure customer satisfaction with products and services

effectively use communication and problem-solving skills in managing relationships with small business customers

efficiently use organisational systems and reports to identify, document and evaluate customer banking needs.

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 customer usage patterns and document potential service and product options

analyse key characteristics of customer motivations, needs and wants

compare and contrast financial products and services, and their benefits and applications for small business customers

describe the key features of organisational systems, policy, procedures and business rules relevant to delivering services to small business customers

discuss the key principles of customer relationship marketing

outline the organisation’s referral process and its relationship to customer satisfaction

describe information that can be accessed from organisational systems to assist in identifying and addressing customer needs

outline the key small business legislative and reporting requirements.