Unit of competency Outline

Date retreived
23/07/2026 2:02 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Respond to customer enquiries

Respond to customer enquiries

Unit of competency
National Code
FNSCUS301
State Code
AUQ77
TGA Status
Replaced
DTWD Status
Transition (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
080501 - Sales
Original Release Date
16/09/2015
Nominal Hours
20
Description
This unit covers the skills and knowledge required to determine, confirm and provide a comprehensive answer to customer enquiries about financial products or services.It applies to individuals who effectively communicate specialised information within a primary customer contact role in a financial service environment.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Obtain details of customer and nature of enquiry
  • 1.1 Clarify nature of enquiry and obtain all details
  • 1.2 Identify and confirm whether enquiry is within scope of responsibility or authority area
  • 1.3 Decide whether enquiry can be satisfied immediately or further investigation is needed, and inform customer
  • 1.4 Provide a response in accordance with organisational procedures if enquiry can be answered directly
  • 1.5 Provide explanation to customer if further investigation required and agree on timeframe for follow up
  • 1.6 Obtain customer details
2. Research information relevant to enquiry
  • 2.1 Identify sources of information so that appropriate response can be provided within authority levels
  • 2.2 Obtain, organise and analyse information to provide an accurate and satisfactory response
3. Determine suitable response to enquiry
  • 3.1 Prepare response in line with organisational procedures, guidelines and authorities, and within accepted timeframe
  • 3.2 Provide a comprehensive, clear response, delivered in most appropriate form and within agreed timeframe
4. Communicate information to customer
  • 4.1 Provide written or oral responses in clear, simple and easy to understand language
  • 4.2 Treat customers courteously and encourage an ongoing relationship
  • 4.3 Consider and take into account customers’ special needs
  • 4.4 Attend promptly to any further queries from customers
  • 4.5 Undertake checks and/or follow up to ensure that response satisfies customer needs
5. Update relevant records
  • 5.1 Collect information on nature and frequency of enquiries for evaluation
  • 5.2 Record details of enquiry as required by organisational procedures
No information
No information
Replaces
State Code National Code Title Type
WC234 FNSCUS301A Respond to customer enquiries Unit of competency
Replaced By
State Code National Code Title Type
OCZ46 FNSCUS311 Respond to customer enquiries Unit of competency
State Code National Code Title Type
AVX2 FNS41515 Certificate IV in Life Insurance Qualification