Unit of competency Outline

Date retreived
22/07/2026 4:42 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 services in a Business Transaction Centre

Provide services in a Business Transaction Centre

Unit of competency
National Code
FNSBNK403
State Code
AUQ59
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
081199 - Banking, Finance And Related Fields, N.e.c.
Original Release Date
16/09/2015
Nominal Hours
40
Description
This unit describes the skills and knowledge required to provide a breadth of service in Business Transaction Centres (BTCs) and Rural Transaction Centres (RTCs) in regional and remote Australia, including client service, processing and client needs analysis. Services may be undertaken for a range of agencies.It applies to individuals who work independently and have responsibility in a frontline client service capacity to provide assistance and support and maintain quality standards. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
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
No information
No information
Replaces
State Code National Code Title Type
D4062 FNSBNK403A Provide services in a Business Transaction Centre Unit of competency
Replaced By
State Code National Code Title Type
OEB98 FNSBNK413 Provide services in a Business Transaction Centre Unit of competency