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.

a range of debit transaction cards recognised by the organisation

personal identification information (eg driver ' s license, passport, social security information, bills, rate notices etc)

employees
supervisors/managers

confidentiality of information held
procedures to identify card holder
encryption to prevent illegal access
procedures in the event of loss or theft of card
hot listed cards refer to cards reported as stolen or lost, or fraudulent cards

administrative and clerical systems
product/account and service range
size, type and location of branch
range of responsibility
types of equipment used

Consumer
Consumer Credit Code
Privacy Act
Secrecy Laws
codes of practice
Competition
Australian Competition and Consumer Commission (ACCC)
Prudential
Financial Institutions (FI) Code
Credit Reference Association of Australia (CRAA)
Electronic Funds Transfer (EFT) Code of Conduct
Financial Transaction Reports Act
Cheques and Payment Orders Act

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 card database information
detailed knowledge of relevant legislation
comprehensive knowledge of card security procedures
strong communication skills in dealing with customers
comprehensive understanding and implementation of industry codes of practice
ability to use relevant data entry and office equipment

Evidence required for demonstration of consistent performance:
Assessment of performance requirements in the unit should be undertaken in an industry context. Competency is demonstrated by performance of all stated criteria according to the Range Statement applicable to the workplace.

Delivery/assessment relationship to other units:

Competency in this unit can be demonstrated independently or may be demonstrated either following or in conjunction with assessment of the following units:

FNSICGEN301B Communicate in the workplace
FNSICGEN303B Work with others
FNSICCUS302B Process customer complaints
FNSRETA305B Process customer accounts.

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.