Unit of competency Outline

Date retreived
22/07/2026 10:27 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Provide customer service in a retail agency

Provide customer service in a retail agency

Unit of competency
National Code
FNSRTS301
State Code
AUT03
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
080501 - Sales
Original Release Date
16/09/2015
Nominal Hours
40
Description
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.
Notes
Elements and Performance Criteria
1. Represent financial services institution
  • 1.1 Recognise and confirm role and purpose of agency in providing services on behalf of financial services institution
  • 1.2 Develop and maintain knowledge of relevant range of products and services
  • 1.3 Effectively maintain documentation about financial services institution and its products and services to ensure its accessibility, accuracy, currency and quality
  • 1.4 Know and access relevant contact people, hotline phone numbers and websites of financial services institution to provide support and clarify service queries
2. Identify customers’ financial service needs
  • 2.1 Provide timely and courteous responses to customer requests within limits of agency authorisation to offer advice
  • 2.2 Refer requests for information, advice, products or services that fall outside agency level of authorisation or knowledge to financial services institution for resolution
  • 2.3 Provide help and assistance to customers to ensure full and accurate completion of documentation or transaction forms
3. Process customer transactions
  • 3.1 Check information or forms provided by customers for accuracy and completeness
  • 3.2 Complete transactions in timely and accurate manner using protocols and processes of financial services institution
  • 3.3 Maintain accurate customer account and transaction details
  • 3.4 Routinely conduct accurate reconciliation of monies received with transaction records
  • 3.5 Respond to customer queries or complaints in courteous and timely manner using required protocols and processes
  • 3.6 Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution
No information
No information
Replaces
State Code National Code Title Type
D4153 FNSRTS301A Provide customer service in a retail agency Unit of competency
Replaced By
State Code National Code Title Type
OBR59 FNSRTS311 Provide customer service in a retail agency Unit of competency