Unit of competency Outline
Date retreived
22/07/2026 3:39 PM AWST
22/07/2026 3:39 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.
Coordinate a small business customer portfolio
Coordinate a small business customer portfolio
Unit of competency
National Code
FNSBNK401A
FNSBNK401A
State Code
D4060
D4060
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
28/07/2014
Field of Education
081199 - Banking, Finance And Related Fields, N.e.c.
Original Release Date
28/07/2014
Nominal Hours
60
Description
This unit describes the performance outcomes, skills and knowledge required to coordinate a portfolio of small business customers and build customer relationships and loyalty. The unit addresses communications, customer relationship management, problem solving and customer needs diagnosis.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement
Notes
Elements and Performance Criteria
1. Manage relationships with small business customers
- 1.1. Contribution is made to the development of a service strategy for the small business customers
- 1.2. Current usage patterns of the small businesses within the portfolio are analysed and effective service and product options are identified
- 1.3. Databases to support the management of the portfolio are accessed and updated to ensure availability of consistent and accurate information
- 1.4. Campaigns targeted to the small business portfolio are conducted in a manner which meets the organisation's standards and timeframes
- 1.5. Reward and recognition strategies to build customer loyalty are developed and delivered to customers
2. Provide service to a portfolio of small business customers
- 2.1. The portfolio of small business customers is administered using the business rules and processes of the financial services organisation with services delivered to the standard specified for the small business customer segment
- 2.2. Effective and personalised communications including telephone, email, mail or personal contacts are undertaken within the designated service standards of the institution
- 2.3. Customer service needs that cannot be met within delegated authority are referred for resolution to the appropriate personnel within the organisation in a timely and effective manner
- 2.4. Service delivery is coordinated and followed up to ensure customer satisfaction and to provide an effective and efficient single point of contact for customers within the portfolio
3. Provide high level and tailored small business banking solutions and service
- 3.1. The customers' business banking needs are ascertained and evaluated
- 3.2. Products to manage the business cash flow are identified and rates negotiated, modelled and sold
- 3.3. Products to support the financial transactions of the small business are identified, modelled and sold
- 3.4. Products to support the borrowing needs of the small businesses are identified, modelled and sold
- 3.5. Products to support the leasing needs of the small businesses are identified, modelled and sold
- 3.6. Products to support the wealth management strategies and needs of the small business owners are identified, modelled and sold
- 3.7. Banking services that assist with the efficient management and statutory reporting of small business are identified and implemented
- 3.8. The resolution of service faults or concerns is coordinated
4. Evaluate and report outcomes
- 4.1. Reports against targets using standards, protocols and procedures are made
- 4.2. Exception or feedback reports are analysed and problems rectified
- 4.3. Product and service offering targeted to the small business customer segment are reviewed and solutions for improvement are made to management
RANGE STATEMENT
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.
Service strategy for small business customers may include:
effective account management
guaranteed service response times
membership of a special customer 'club'
review of current products and services to optimise benefits and improve service
special offers
targeted mail-outs.
Campaigns conducted with small business customers may include:
branch or regionally based initiatives
mail-outs
media offers
outbound telemarketing
response to inbound calls resulting from a marketing offer.
A portfolio of small business customers may be determined by:
geographic location
industry
net-value.
Customer service needs and wants of the business customer segment may include:
service needs:
'hotline' service providing direct access to a known staff member
coordinated and single point of delivery
cost-effective service delivery that maximises the performance of the business
reduced account management costs across a broad range of products
selection of appropriate and effective products
streamlining service delivery
service wants:
privileged access to services
to be valued as a special customer - rewards and recognition
to have unique needs met.
Products to assist with business cash flow management include:
commercial bills
other credit facilities
overdrafts.
Products to assist with efficient management of financial transactions include:
access to night safes
interest bearing accounts
off-set business mortgages
statutory trust accounts.
Products to assist with borrowing needs include:
business credit cards
business loans
commercial bills
hire purchase.
Products to assist with leasing include:
business leases
novated leases.
Products to assist with wealth management strategies include:
commercial bills as an investment
savings or cash management accounts
superannuation.
Services to support the efficient management and statutory reporting of businesses include:
credit card services to manage business and travel expenses
information to support Fringe Benefits Tax (FBT) payment and reporting
information to support Goods and Services Tax (GST) payment and reporting.
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.
Service strategy for small business customers may include:
effective account management
guaranteed service response times
membership of a special customer 'club'
review of current products and services to optimise benefits and improve service
special offers
targeted mail-outs.
Campaigns conducted with small business customers may include:
branch or regionally based initiatives
mail-outs
media offers
outbound telemarketing
response to inbound calls resulting from a marketing offer.
A portfolio of small business customers may be determined by:
geographic location
industry
net-value.
Customer service needs and wants of the business customer segment may include:
service needs:
'hotline' service providing direct access to a known staff member
coordinated and single point of delivery
cost-effective service delivery that maximises the performance of the business
reduced account management costs across a broad range of products
selection of appropriate and effective products
streamlining service delivery
service wants:
privileged access to services
to be valued as a special customer - rewards and recognition
to have unique needs met.
Products to assist with business cash flow management include:
commercial bills
other credit facilities
overdrafts.
Products to assist with efficient management of financial transactions include:
access to night safes
interest bearing accounts
off-set business mortgages
statutory trust accounts.
Products to assist with borrowing needs include:
business credit cards
business loans
commercial bills
hire purchase.
Products to assist with leasing include:
business leases
novated leases.
Products to assist with wealth management strategies include:
commercial bills as an investment
savings or cash management accounts
superannuation.
Services to support the efficient management and statutory reporting of businesses include:
credit card services to manage business and travel expenses
information to support Fringe Benefits Tax (FBT) payment and reporting
information to support Goods and Services Tax (GST) payment and reporting.
EVIDENCE GUIDE
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
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
provide efficient and personalised management of a portfolio of specified small business customers in order to increase customer satisfaction and grow the business
gain, maintain and use a wide knowledge of the small business environment
apply high level communication and problem solving skills in dealing with small business customers.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to financial services product information.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
observing processes and procedures in workplaces or role plays
verbal or written questioning on underpinning knowledge and skills
setting and reviewing workplace projects and business simulations or scenarios
accessing and validating third party reports.
Guidance information for assessment
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
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
provide efficient and personalised management of a portfolio of specified small business customers in order to increase customer satisfaction and grow the business
gain, maintain and use a wide knowledge of the small business environment
apply high level communication and problem solving skills in dealing with small business customers.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to financial services product information.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
observing processes and procedures in workplaces or role plays
verbal or written questioning on underpinning knowledge and skills
setting and reviewing workplace projects and business simulations or scenarios
accessing and validating third party reports.
Guidance information for assessment
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUQ56 | FNSBNK401 | Coordinate a small business customer portfolio | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D710 | FNS41011 | Certificate IV in Banking Services | Qualification |