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.

pharmacy
post office
stock and station agency

deposits and withdrawals from savings accounts
payment of credit card balances
payment of bills
payment of insurance or other financial product invoice
distribution of application forms

comply with FSRA that specifies the level of training and authorisation that a staff member of a financial services company requires prior to offering particular levels of advice about financial products to customers

that all forms are completed accurately and legibly
use of appropriate forms for the transaction
authenticity of signatures

initiation of transaction by opening terminal
clearance of terminal and tender transferred according to procedure
completion of records for transaction errors according to policy
accurate processing of transactions into workstation equipment according to policy

Privacy Act
FSRA
codes of practice
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:

application of relevant and up to date knowledge of the products and services of the retail agency
provision of accurate information and processing of transactions including the accurate handling of monies, within the retail agency
application of appropriate and sound communication and customer service skills in dealing with customers of the retail agency
capacity to identify and respond to customer queries and complaints within appropriate scope of authority and in accordance with appropriate legislative requirements
ability to operate relevant office technology and systems to administer services of the retail agency

Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/assessment relationship to other units:
This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

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, practises and the systems of the financial services company.