Unit of competency Outline
Date retreived
23/07/2026 3:24 PM AWST
23/07/2026 3:24 PM 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.
Provide customer service in a retail agency
Provide customer service in a retail agency
Unit of competency
National Code
FNSRTS301A
FNSRTS301A
State Code
D4153
D4153
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
21/02/2012
Field of Education
080501 - Sales
Original Release Date
21/02/2012
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to apply customer service skills and process financial services transactions in non-financial services organisations that act as an agency, particularly in rural and remote areas.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Represent the financial services institution
- 1.1. The role and purpose of the agency in providing services on behalf of the financial services institution is recognised and confirmed
- 1.2. Knowledge of the relevant range of products and services is developed and maintained
- 1.3. Documentation about the financial services institution and its products and services is effectively maintained to ensure its accessibility, accuracy, currency and quality
- 1.4. Relevant contact people, hotline phone numbers and websites of the financial services institution are known and accessed to provide support and clarify service queries
2. Identify customer financial service needs
- 2.1. Timely and courteous responses are provided to customer requests within the limits of the agency authorisation to offer advice
- 2.2. Requests for information, advice, products or services that fall outside the agency level of authorisation or knowledge are referred to the financial services institution for resolution
- 2.3. Help and assistance is provided to customers to ensure the full and accurate completion of documentation or transaction forms
3. Process customer transactions
- 3.1. Information or forms provided by customers are checked for accuracy and completeness
- 3.2. Transactions are completed in a timely and accurate manner using the protocols and processes of the financial services institution
- 3.3. Accurate customer account and transaction details are maintained
- 3.4. Accurate reconciliation of monies received with transaction records is conducted routinely
- 3.5. Customer queries or complaints are responded to in a courteous and timely manner using the required protocols and processes
- 3.6. Customer queries or complaints that are outside the agency's level of authorisation or knowledge are referred to the financial services institution for resolution
RANGE STATEMENT
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.
Agency offering financial service transactions and service include:
pharmacies
post offices
stock and station agencies.
Products and services may include:
deposits and withdrawals from savings accounts
distribution of application forms
payment of bills
payment of credit card balances
payment of insurance or other financial product invoice.
Authorisation to offer advice to customers must comply with:
Anti-Money Laundering and Counter Terrorism Financing Acts
Cheques and Payment Orders Act
Financial Transaction Reports Act.
Accuracy and completeness of documentation includes checking:
authenticity of signatures
that all forms are completed accurately and legibly
appropriate forms are used for the transaction.
Transactions may be both manual and electronic and include:
accurate processing of transactions into system according to policy
clearance of terminal and tender transferred according to procedure
completion of records for transaction errors according to policy
initiation of transaction by opening terminal.
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.
Agency offering financial service transactions and service include:
pharmacies
post offices
stock and station agencies.
Products and services may include:
deposits and withdrawals from savings accounts
distribution of application forms
payment of bills
payment of credit card balances
payment of insurance or other financial product invoice.
Authorisation to offer advice to customers must comply with:
Anti-Money Laundering and Counter Terrorism Financing Acts
Cheques and Payment Orders Act
Financial Transaction Reports Act.
Accuracy and completeness of documentation includes checking:
authenticity of signatures
that all forms are completed accurately and legibly
appropriate forms are used for the transaction.
Transactions may be both manual and electronic and include:
accurate processing of transactions into system according to policy
clearance of terminal and tender transferred according to procedure
completion of records for transaction errors according to policy
initiation of transaction by opening terminal.
EVIDENCE GUIDE
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
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
maintain and apply relevant and up to date knowledge of the products and services of the retail agency and provide accurate information and processing of transactions including the accurate handling of monies
apply effective customer service skills in dealing with customers of the retail agency
identify and respond to customer queries and complaints within appropriate scope of authority and in accordance with appropriate legislative requirements.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant financial services or related workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to relevant agency transaction systems and data.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
accessing and validating third party reports.
Guidance information for assessment
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
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
maintain and apply relevant and up to date knowledge of the products and services of the retail agency and provide accurate information and processing of transactions including the accurate handling of monies
apply effective customer service skills in dealing with customers of the retail agency
identify and respond to customer queries and complaints within appropriate scope of authority and in accordance with appropriate legislative requirements.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant financial services or related workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to relevant agency transaction systems and data.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
accessing and validating third party reports.
Guidance information for assessment
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C9901 | FNSRETA301B | Provide customer service in a retail agency | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUT03 | FNSRTS301 | Provide customer service in a retail agency | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D703 | FNS30311 | Certificate III in Accounts Administration | Qualification |
| D701 | FNS20111 | Certificate II in Financial Services | Qualification |
| D702 | FNS30111 | Certificate III in Financial Services | Qualification |
| S692 | FNS20110 | Certificate II in Financial Services | Qualification |