Unit of competency Outline

Date retreived
23/07/2026 7:19 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.

Process customer transactions

Process customer transactions

Unit of competency
National Code
FNSRTS306
State Code
AUT10
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
081101 - Banking And Finance
Original Release Date
16/09/2015
Nominal Hours
30
Description
This unit describes the skills and knowledge required to process basic financial transactions for customers in a retail financial organisation.It applies to individuals in frontline customer services roles who use organisational skills and specialised knowledge to perform clerical services, administer financial records and respond to a range of queries.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Provide customer service
  • 1.1 Greet and serve customer with respect and professionalism in accordance with company service standards and expectations
  • 1.2 Provide customer with information as required in timely, accurate and effective manner, answering any queries about transactions fully and clearly to ensure customer is appropriately informed
  • 1.3 Refer transactions outside knowledge or delegated authority of officer to other personnel for resolution, as required
2. Process basic financial transactions
  • 2.1 Process customer transactions in accurate and timely manner using standard policies, procedures and systems
  • 2.2 Check documentation or systems entry to support transactions for accuracy and completeness, and maintain and verify customer account and transaction details using correct procedures
  • 2.3 Resolve or refer customer complaints and disputes to other authorised personnel, and rectify customer accounts where necessary
  • 2.4 Perform accurate reconciliation of subsidiary ledgers to general ledger accounts, and levy fees appropriate to transaction in accordance with standard procedures
3. Administer transaction process
  • 3.1 Analyse and respond to error records and exception reports according to standard procedures and within required timeframes
  • 3.2 Provide activity reports, monitoring nature and level of transaction activity and update database records or customer files according to standard procedures and within required timeframes
  • 3.3 Safely and securely store customer records in accordance with standard processes, recognising requirement to protect customer privacy and commercial confidentiality
No information
No information
Replaces
State Code National Code Title Type
D4158 FNSRTS306A Process customer transactions Unit of competency
Replaced By
State Code National Code Title Type
OEC89 FNSRTS316 Process customer transactions in retail financial organisations Unit of competency