Unit of competency Outline

Date retreived
22/07/2026 3:57 PM AWST

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Process customer transactions in retail financial organisations

Process customer transactions in retail financial organisations

Unit of competency
National Code
FNSRTS316
State Code
OEC89
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
15/06/2022
View on TGA
State Implementation and Classification
Approved Date
07/12/2022
Field of Education
081101 - Banking And Finance
Original Release Date
07/12/2022
Nominal Hours
30
Description
This unit describes the skills and knowledge required to process basic financial transactions for customers in a retail financial organisation.The unit 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 according to organisational policies and procedures
  • 1.2 Provide customer with factual information and answer any queries as required
  • 1.3 Provide customer with advice within adviser authority limits
2. Process customer transactions
  • 2.1 Enter customer transactions using systems according to organisational policies and procedures
  • 2.2 Check accuracy and completeness of system entries
  • 2.3 Resolve customer complaints and disputes and rectify customer accounts, referring to other authorised personnel as required
  • 2.4 Apply fees appropriate to transaction according to organisational policies and procedures
3. Administer transaction process
  • 3.1 Reconcile cash and non-cash receipts for transactions and analyse and respond to error records and exception reports within required timeframes
  • 3.2 Complete suspicious matter reports and significant cash transaction reports according to organisational policies and procedures and anti-money laundering and counter-terrorism laws
  • 3.3 Provide activity reports, monitoring nature and level of transaction activity, and update database records and customer files within required timeframes
  • 3.4 Store customer records according to organisational procedures and customer privacy and commercial confidentiality requirements
No information
No information
Replaces
State Code National Code Title Type
AUT10 FNSRTS306 Process customer transactions Unit of competency
State Code National Code Title Type
BGX7 FNS20120 Certificate II in Financial Services Qualification
BHT6 FNS30122 Certificate III in Financial Services Qualification