Elements and Performance Criteria

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.

employees
supervisors/managers
dispute resolution officer

savings accounts
retirement accounts
investment accounts
accounts geared to the needs of particular groups (eg customer deeming accounts, youth accounts)

primary account holde r' s name, address, contact details
other signatories to the account
purpose for which the account will be used
required links to other accounts held
amount of initial deposit

conducting the 100 point check of personal identification
identifying and matching client with existing accounts held within own financial institution

authenticity of signatures
completeness of documentation
checks against or links to existing customer account information
provision of sufficient documentary evidence (points) to meet the requirements for establishing a new account

manual and/or electronic and may include:
accurate data entry of transactions into relevant database
accurate completion of customer application forms and transaction receipts

investment, retirement savings
transfers from other accounts
visas and other plastic cards
insurance
electronic bill payment
EFT disputes
periodical payments
electronic payments
payroll, member chequeing, direct debit
fees charged

reasons for transfer or closure of accounts
details of possible complaints relating to the account
account details to enable transfer of remaining funds

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

To achieve competency in this unit, a person must be able to demonstrate:

thorough checking of customer account details
basic knowledge of relevant legislation
sound communication skills in dealing with customers
sound understanding of customer complaint/dispute resolution policies and procedures
understanding and implementation of customer account processing in accordance with industry codes of practice and company policy
ability to use relevant data entry and office equipment
sound knowledge of range of products/fees

Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/assessment relationship to other units:
This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

Method of assessment:
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment:
This unit may be assessed in the workplace or in a simulated environment.

Resources required for assessment:
Assessment of this unit of competence requires access to company policies and practises, relevant IT systems and the databases of the financial services company.