Unit of competency Outline

Date retreived
22/07/2026 3:59 PM AWST

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Respond to customer enquiries

Respond to customer enquiries

Unit of competency
National Code
FNSCUS311
State Code
OCZ46
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
02/02/2021
View on TGA
State Implementation and Classification
Approved Date
22/04/2021
Field of Education
080501 - Sales
Original Release Date
22/04/2021
Nominal Hours
20
Description
This unit covers the skills and knowledge required to determine, confirm and provide a comprehensive answer to customer enquiries about financial products or services.It applies to individuals who effectively communicate specialised information within a primary customer contact role in a financial service environment.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Obtain type of enquiry and details of customer
  • 1.1 Identify characteristics of enquiry and document all customer details
  • 1.2 Determine whether enquiry is within scope of individual’s responsibility or to be escalated to senior authority
  • 1.3 Identify whether customer is dissatisfied and follow the procedures set by the organisation to address dissatisfaction if required
  • 1.4 Provide a response to customer according to organisational procedures and protocols
  • 1.5 Determine next steps and inform customer of details and expected timeframes
2. Arrange response to enquiry
  • 2.1 Identify sources of information required to produce a response
  • 2.2 Organise information to provide response in line with organisational procedures, guidelines and authorities
3. Communicate information to customer
  • 3.1 Provide a comprehensive and clear response to customer
  • 3.2 Confirm that the response satisfies customer needs
  • 3.3 Determine if there are further queries from the customer and address according to organisational procedures and protocols
4. Update required records
  • 4.1 Collect information on nature and frequency of enquiries for evaluation as set out in organisational procedures and protocols
  • 4.2 Record details of enquiry as required by organisational procedures
No information
No information
Replaces
State Code National Code Title Type
AUQ77 FNSCUS301 Respond to customer enquiries Unit of competency
State Code National Code Title Type
BGN5 FNS30420 Certificate III in Mercantile Agents Qualification