Unit of competency Outline

Date retreived
22/07/2026 8:33 AM AWST

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Coordinate a small business customer portfolio

Coordinate a small business customer portfolio

Unit of competency
National Code
FNSBNK401
State Code
AUQ56
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
081199 - Banking, Finance And Related Fields, N.e.c.
Original Release Date
16/09/2015
Nominal Hours
60
Description
This unit describes the skills and knowledge required to coordinate a portfolio of small business customers, and build customer relationships and loyalty.It applies to individuals who use their expertise to manage relationships and provide customised solutions for clients.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Manage relationships with small business customers
  • 1.1 Contribute to development of service strategy for small business customers
  • 1.2 Analyse current usage patterns of small businesses within portfolio and identify effective service and product options
  • 1.3 Access and update databases to support management of portfolio to ensure availability of consistent and accurate information
  • 1.4 Conduct campaigns targeted to small business portfolio in manner which meets organisation’s standards and timeframes
  • 1.5 Contribute to reward and recognition strategies to build customer loyalty and deliver to customers
2. Provide service to portfolio of small business customers
  • 2.1 Administer portfolio of small business customers using business rules and processes of financial services organisation, and deliver services to standard specified for small business customer segment
  • 2.2 Undertake effective and personalised communications including telephone, email, mail or personal contacts within designated organisational service standards
  • 2.3 Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel within organisation in timely and effective manner
  • 2.4 Coordinate and follow up service delivery to ensure customer satisfaction and to provide effective and efficient single point of contact for customers within portfolio
3. Provide high level and tailored small business banking solutions and service
  • 3.1 Ascertain and evaluate customers’ business banking needs
  • 3.2 Identify products to manage business cash flow and negotiate, model and sell rates
  • 3.3 Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management
  • 3.4 Identify and implement banking services that assist with efficient management and statutory reporting of small business
  • 3.5 Coordinate resolution of service faults or concerns
4. Evaluate and report outcomes
  • 4.1 Report against targets using standards, protocols and procedures
  • 4.2 Analyse exception or feedback reports and rectify problems
  • 4.3 Review product and service offering targeted to small business customer segment and recommend solutions for improvement to management
No information
No information
Replaces
State Code National Code Title Type
D4060 FNSBNK401A Coordinate a small business customer portfolio Unit of competency
Replaced By
State Code National Code Title Type
OEC16 FNSBNK411 Coordinate small business customer portfolios Unit of competency