Elements and Performance Criteria

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.


industry codes of practice

occupational health and safety (OH&S) legislation

Financial Services Reform Act (FSRA)

anti-discrimination legislation

Consumer Credit Code

Privacy Act

legislation covering competition, prudential regulation

finance code

Electronic Funds Transfer (EFT) code of conduct

Financial Transaction Reports Act

Corporations Act (including Accounting Standards)

Business Names legislation

Taxation Law

Australian Accounting Standards

Superannuation Industry (Supervision) (SIS) Act

Australian Competition and Consumer Commission (ACCC) Section 60


initial customer service

secretarial or reception duties

internal administration and support

call centre work


managers or supervisors

senior staff

colleagues

mentors

human resources


company and customer charters

best practice guidelines

complaint and grievance procedures

industry procedures manuals

industry policy documents

operating manuals

customer services statements

company codes of practice

induction program


company and customer charters

best practice guidelines

mission statements

induction program

guidance from supervisor

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

To achieve competency in this unit, a person must be able to demonstrate:

an understanding of the relevant financial industry and the way it operates to work to be carried out
a working knowledge of company policy and procedures
basic knowledge of relevant legislation and codes of practice
ability to perform work within a quality customer service environment
communication and listening skills

Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/relationship to other units:
This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

Method of assessment:
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment:
This unit may be assessed in the workplace or in a simulated work environment.

Resources required for assessment:
Assessment of this unit of competence requires access to relevant published information and some technology.