Unit of competency Outline

Date retreived
23/07/2026 12:22 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.

Provide services in a Business Transaction Centre

Provide services in a Business Transaction Centre

Unit of competency
National Code
FNSBNK413
State Code
OEB98
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
15/06/2022
View on TGA
State Implementation and Classification
Approved Date
07/12/2022
Field of Education
081199 - Banking, Finance And Related Fields, N.e.c.
Original Release Date
07/12/2022
Nominal Hours
40
Description
This unit describes the skills and knowledge required to provide a breadth of services in Business Transaction Centres (BTCs) or in regional and remote Rural Transaction Centres (RTCs), including client service, processing and client needs analysis. Services may be undertaken for a range of agencies.The unit 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 BTC or RTC
  • 1.1 Recognise and communicate to clients role and purpose of BTC or RTC in providing services to local community and centre’s relationship to organisation in which it is hosted
  • 1.2 Develop and maintain knowledge of relevant range of BTC or RTC products and services
  • 1.3 Maintain documentation and promotional material about range of services facilitated by centre
  • 1.4 Provide support and clarify service queries by accessing relevant contact people, hotline phone numbers and websites of services
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 and services that fall outside centre’s level of authorisation or capacity to relevant service provider or agency for resolution
  • 2.3 Confirm full and accurate completion of documentation
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 organisational policies and procedures
  • 3.3 Complete transactions according to organisational policies and procedures
  • 3.4 Maintain client transaction details and report as required for each service provided on behalf of another agency
  • 3.5 Establish process to routinely conduct accurate reconciliation of monies received with transaction records
  • 3.6 Respond to client queries and complaints according to organisational policies and procedures
4. Provide support and service information to clients
  • 4.1 Provide professional and confidential assistance and advice to clients
  • 4.2 Conduct bookings for appointments with other professionals or service providers according to organisational policies and procedures
  • 4.3 Support clients seeking skill development and assistance to access full range of services offered by centre
No information
No information
Replaces
State Code National Code Title Type
AUQ59 FNSBNK403 Provide services in a Business Transaction Centre Unit of competency
State Code National Code Title Type
BHT8 FNS42022 Certificate IV in Banking Services Qualification
BFF4 FNS41820 Certificate IV in Financial Services Qualification