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Evidence Guide: FNSBNK403 - Provide services in a Business Transaction Centre

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

 

FNSBNK403 - Provide services in a Business Transaction Centre

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

Represent Business Transaction Centre

  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
  2. Develop and maintain knowledge of relevant range of products and services
  3. Effectively maintain documentation and promotional material about range of services facilitated by centre to ensure accessibility, accuracy, currency and quality
  4. Access relevant contact people, hotline phone numbers and websites of services supported by centre to provide support and clarify service queries
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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and maintain knowledge of relevant range of products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify client service and information needs

  1. Provide timely and courteous responses to client requests and queries
  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
  3. Provide help and assistance to clients to ensure full and accurate completion of documentation or transaction forms
Provide timely and courteous responses to client requests and queries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process client transactions

  1. Check information or forms provided by clients for accuracy and completeness
  2. Follow processes and protocols to maintain privacy of client information in line with centre’s established standards
  3. Complete transactions in timely and accurate manner using protocols and processes of centre
  4. Maintain accurate client transaction details and report as required for each service provided on behalf of another agency
  5. Routinely conduct accurate reconciliation of monies received with transaction records
  6. Respond to client queries or complaints in courteous and timely manner using required protocols and processes
Check information or forms provided by clients for accuracy and completeness

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Routinely conduct accurate reconciliation of monies received with transaction records

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide support and service information to clients

  1. Provide professional and confidential assistance and advice to clients
  2. Efficiently and effectively conduct bookings for appointments with other professionals or service providers using standard operating procedures
  3. Provide clients seeking skill development and assistance to access full range of services offered by centre with courteous, accurate and timely support
Provide professional and confidential assistance and advice to clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

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. 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

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. 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).