Unit of competency Outline
Date retreived
22/07/2026 11:45 AM AWST
22/07/2026 11:45 AM 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.
Manage customer visits
Manage customer visits
Unit of competency
National Code
FNSBNK406A
FNSBNK406A
State Code
D4065
D4065
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 meet directly with customers seeking or using mobile banking services and deal effectively with their needs.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Prepare for customer visits
- 1.1. Customers that may require mobile banking services are contacted from referrals or an analysis of customer records
- 1.2. Details of current customer banking business are accessed and evaluated to assess their status in accordance with organisational policies and procedures
- 1.3. A suitable time for the customer visit is scheduled and the meeting venue confirmed
- 1.4. Relevant product and service information is gathered in readiness for the customer
2. Establish customer mobile banking needs and match with services
- 2.1. Customer mobile banking needs are determined using questioning and active listening as required
- 2.2. Suitable services are considered that match customer needs and the features, characteristics and benefits clearly explained
- 2.3. Sales aids are used as required
3. Respond to customer queries and non-verbal signals
- 3.1. Gestures, posture, body language, facial expressions and voice modulation are used to creative a supportive environment
- 3.2. Open-ended questions are used to indentify customer preferences and responded to using persuasive communication techniques to maintain interest
- 3.3. Any customer resistance or objection to the products and services offered is identified, probed and addressed by appropriate strategies
4. Formalise customer service requirements
- 4.1. Agreement to mobile banking services is confirmed
- 4.2. Conditions of the mobile banking service are negotiated and settled
- 4.3. Necessary documentation is completed and processed in accordance with organisational policies and procedures
- 4.4. Opportunities for cross-selling of other products or services is identified
- 4.5. Customer is advised of follow-up services to be provided and thanked politely when the meeting is closed
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:
accessing account information such as balances by mobile text
blocking lost or stolen cards
advising on location of ATMs
making transactions:
transfers
payments
withdrawal/deposits at banking agents.
ordering:
cheque/deposit books
mini-statements
receiving alerts on account activity
status of stop payment on cheques.
Organisational policies and procedures may include:
administrative and clerical systems
privacy and security requirements and protocols
product and account and service range
range of responsibility.
Features, characteristics and benefits of mobile banking services may include:
convenience
effective use of customer time
instant information
out of business hours access
security.
Sales aids may include:
brochures
examples of benefits
in-house publications
policy statements
video demonstrations.
Customer resistance or objections to offered services may be:
concerns on security of information
cost
no perceived need
previous service dissatisfaction
timing
uncertainty about benefits.
Appropriate strategies to respond to customer resistance may include:
assertive messages
checking perceptions
cost recalculation
denial of issue:
direct
indirect
trial service period.
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:
accessing account information such as balances by mobile text
blocking lost or stolen cards
advising on location of ATMs
making transactions:
transfers
payments
withdrawal/deposits at banking agents.
ordering:
cheque/deposit books
mini-statements
receiving alerts on account activity
status of stop payment on cheques.
Organisational policies and procedures may include:
administrative and clerical systems
privacy and security requirements and protocols
product and account and service range
range of responsibility.
Features, characteristics and benefits of mobile banking services may include:
convenience
effective use of customer time
instant information
out of business hours access
security.
Sales aids may include:
brochures
examples of benefits
in-house publications
policy statements
video demonstrations.
Customer resistance or objections to offered services may be:
concerns on security of information
cost
no perceived need
previous service dissatisfaction
timing
uncertainty about benefits.
Appropriate strategies to respond to customer resistance may include:
assertive messages
checking perceptions
cost recalculation
denial of issue:
direct
indirect
trial service period.
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
arrange meetings and create rapport with customers to meet their mobile banking needs
close 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 workplaces or role plays
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
arrange meetings and create rapport with customers to meet their mobile banking needs
close 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 workplaces or role plays
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 |
|---|---|---|---|
| AUQ66 | FNSBNK406 | Manage customer visits | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D710 | FNS41011 | Certificate IV in Banking Services | Qualification |
| D715 | FNS41811 | Certificate IV in Financial Services | Qualification |
| D711 | FNS41211 | Certificate IV in Mobile Banking | Qualification |
| S711 | FNS41210 | Certificate IV in Mobile Banking | Qualification |