Unit of competency Outline
Date retreived
22/07/2026 8:34 PM AWST
22/07/2026 8:34 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 mobile banking sales and service
Provide mobile banking sales and service
Unit of competency
National Code
FNSBNK405A
FNSBNK405A
State Code
D4064
D4064
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
24/04/2014
Field of Education
081101 - Banking And Finance
Original Release Date
24/04/2014
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to sell mobile banking services to customers and provide follow-up service.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Sell mobile banking services
- 1.1. Customer enquiries for mobile banking services are followed up promptly
- 1.2. Benefits of mobile banking services for the customer are identified and confirmed
2. Explain mobile banking service features
- 2.1. Mobile services are explained to customers in a clear and unambiguous way, avoiding jargon and in a language appropriate to the receiver
- 2.2. All customer queries are answered promptly and accurately and where applicable initial documentation is provided to the customer setting out mobile banking services
- 2.3. Customers are informed clearly about any restrictions that may apply to the mobile banking services
- 2.4. Mobile banking service details are explained customers clearly and accurately using questioning to confirm understanding
3. Complete mobile banking service agreements
- 3.1. Customers are assisted to make informed choices on mobile banking services with advice provided in strict accordance with regulatory restrictions and organisation policy
- 3.2. Recommendations are explained and discussed with customers in a clear and unambiguous way
- 3.3. Documentationto provide mobile banking services to customer accounts is completed and processed according to organisational requirements
4. Provide follow-up service
- 4.1. New mobile banking customers are contacted to obtain comments about using the service
- 4.2. Problems in using the services are responded to promptly and effectively
- 4.3. Advice on better use of the service is provided as required
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Mobile banking services may include:
advising on lending services
assessing customer needs and explaining lending products
assisting to complete and quality assuring lending documentation.
Initial documentation may include:
brochures
in-house publications
operating guides
policy statements.
Restrictions on mobile banking services may include:
limit on number of accounts accessed
discussion only based on knowledge and certification in the internal product portfolio.
Documentation to provide mobile banking services for a customer may include, but is not limited to:
computer and manual application forms
disclaimers
disclosures
written advice.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Mobile banking services may include:
advising on lending services
assessing customer needs and explaining lending products
assisting to complete and quality assuring lending documentation.
Initial documentation may include:
brochures
in-house publications
operating guides
policy statements.
Restrictions on mobile banking services may include:
limit on number of accounts accessed
discussion only based on knowledge and certification in the internal product portfolio.
Documentation to provide mobile banking services for a customer may include, but is not limited to:
computer and manual application forms
disclaimers
disclosures
written advice.
EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
maintain current knowledge of mobile banking products and services available to customers
create rapport with customers and advise on their mobile banking needs
sell mobile banking services to customers and secure service agreements.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to mobile banking services information.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
observing and adhering to processes and procedures in simulations
verbal or written questioning on underpinning knowledge and skills
accessing and validating third party reports.
Guidance information for assessment
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
maintain current knowledge of mobile banking products and services available to customers
create rapport with customers and advise on their mobile banking needs
sell mobile banking services to customers and secure service agreements.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to mobile banking services information.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
observing and adhering to processes and procedures in simulations
verbal or written questioning on underpinning knowledge and skills
accessing and validating third party reports.
Guidance information for assessment
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUQ61 | FNSBNK405 | Provide mobile banking sales and services | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D710 | FNS41011 | Certificate IV in Banking Services | Qualification |
| D711 | FNS41211 | Certificate IV in Mobile Banking | Qualification |
| S711 | FNS41210 | Certificate IV in Mobile Banking | Qualification |