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.


the individual customer's total net worth

deposit or borrowing levels or history

lifecycle stage

number and range of products and/or services used

propensity to switch financial services institution

Service needs:

coordinated and single point of delivery

hotline service providing direct access to a known staff member

selection of appropriate and effective products including:
interest bearing accounts
cheque accounts
online and phone banking
credit and debit cards
personal loans
mortgages
financial planning
insurances

streamlining service delivery

reduced account management costs across a broad range of products
Service wants:

to be valued as a special customer - rewards and recognition

to have unique needs met

privileged access to services


targeted mail-outs

special offers

guaranteed service response times

membership of a special customer club

effective account management

review of current products and services to optimise benefits and improve service


net value

geographic location

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:

ability to conduct customer segmentation analysis and evaluation
ability to identify client needs
high level communication skills
thorough knowledge of company products and services
ability to develop reward and recognition strategies
ability to construct and analyse feedback and/or exception reports
consideration of, and adaptation to, any special needs of customers, including cultural, language, race, religion, ethnic origin, socio-economic status and demographic needs

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 and practices and the technology/systems used by the company to provide services to customers.