Unit of competency Outline

Date retreived
22/07/2026 9:57 AM AWST

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Manage banking and service strategy for small business customers

Manage banking and service strategy for small business customers

Unit of competency
National Code
FNSBNK501
State Code
AUQ62
TGA Status
Replaced
DTWD Status
Transition (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
081101 - Banking And Finance
Original Release Date
16/09/2015
Nominal Hours
80
Description
This unit describes the skills and knowledge required to manage a team of customer service officers offering tailored services to small business customers and includes establishing and monitoring performance measures, high level problem solving, opportunity seeking and reporting.It applies to individuals who use a range of managerial techniques and leadership skills to plan and monitor the work of the team while taking responsibility for implementing and promoting strategic business activities.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Develop services for small businesses
  • 1.1 Identify attributes, service needs and wants of small business customers as basis for tailoring communications and services
  • 1.2 Analyse current usage patterns of institution’s small business customers and identify product and service options for them
  • 1.3 Design new products and services tailored to small business customers, and negotiate their implementation in accordance with institution’s business rules and processes
  • 1.4 Identify and plan campaigns targeted to small business portfolio in manner which meets institution’s standards and timeframes
  • 1.5 Develop reward and recognition strategies to build customer loyalty and manage implementation
2. Manage small business customer service teams
  • 2.1 Effectively develop and communicate team and individual roles, responsibilities, goals and plans following appropriate consultations and in line with established processes and protocols of institution
  • 2.2 Establish service standards and performance indicators to manage and support performance of customer service teams and their portfolios of customers
  • 2.3 Monitor performance of staff within customer service teams and provide feedback as part of performance management processes of institution
  • 2.4 Identify, implement and monitor processes to ensure effective communication with and within small business customer service teams
  • 2.5 Plan, implement and monitor processes to resolve customer complaints
3. Lead, support and develop small business customer service teams
  • 3.1 Actively encourage staff to participate in and assume responsibility for team performance
  • 3.2 Model high standards of personal performance, respect for team members and open communications, and provide staff with opportunity and support to identify and resolve problems
  • 3.3 Provide feedback to staff to recognise effort and success, and provide information, advice and coaching as required in timely and effective manner
4. Evaluate and report outcomes
  • 4.1 Develop, implement and monitor strategies to support continuous improvement of small business customer service teams
  • 4.2 Report against targets using standards, protocols and procedures, analyse exception or feedback reports and implement processes to rectify faults or capitalise on opportunities
  • 4.3 Review product and service offering targeted to small business customer segment and recommend solutions for improvement in accordance with institution’s business rules and processes
No information
No information
Replaces
State Code National Code Title Type
D4066 FNSBNK501A Manage banking and service strategy for small business customers Unit of competency
Replaced By
State Code National Code Title Type
OBR61 FNSBNK511 Manage banking and service strategy for small business customers Unit of competency
State Code National Code Title Type
AVX9 FNS50915 Diploma of Banking Services Management Qualification
AWB7 FNS51815 Diploma of Financial Services Qualification