Unit of competency Outline

Date retreived
22/07/2026 4:01 PM AWST

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Provide customer service in a retail agency

Provide customer service in a retail agency

Unit of competency
National Code
FNSRTS311
State Code
OBR59
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
01/07/2020
View on TGA
State Implementation and Classification
Approved Date
02/10/2020
Field of Education
080501 - Sales
Original Release Date
02/10/2020
Nominal Hours
40
Description
This unit describes the skills and knowledge required to apply customer service skills and process financial services transactions in non-financial services organisations that act as an agency.It applies to individuals who, within their level of responsibility, use clear communication skills to provide up-to-date and accurate information and follow procedures to process transactions.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Represent financial services institution
  • 1.1 Confirm role and purpose of agency in providing services on behalf of financial services institution
  • 1.2 Obtain required documentation about products and services of financial services institution
  • 1.3 Develop and maintain knowledge of required products and services
2. Identify and address customers’ needs
  • 2.1 Identify whether customer is dissatisfied and follow the procedures set by the organisation to address dissatisfaction if required
  • 2.2 Respond to customer requests within limits of agency authorisation
  • 2.3 Refer requests that require information, advice, products and services that fall outside agency level of authorisation and knowledge to applicable financial services institution
  • 2.4 Assist customers to complete documents and transaction forms
3. Process customer transactions
  • 3.1 Verify customer identity using established security checking procedures
  • 3.2 Check information provided by customers for accuracy and completeness
  • 3.3 Refer customer queries or complaints that are outside agency’s level of authorisation or knowledge to financial services institution for resolution
  • 3.4 Complete transactions following protocols and processes of financial services institution
  • 3.5 Routinely conduct reconciliation of monies received with transaction records
No information
No information
Replaces
State Code National Code Title Type
AUT03 FNSRTS301 Provide customer service in a retail agency Unit of competency