Unit of competency Outline

Date retreived
22/07/2026 8:24 AM AWST

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Manage banking and service strategy for small business customers

Manage banking and service strategy for small business customers

Unit of competency
National Code
FNSBNK511
State Code
OBR61
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
01/07/2020
View on TGA
State Implementation and Classification
Approved Date
02/10/2020
Field of Education
081101 - Banking And Finance
Original Release Date
02/10/2020
Nominal Hours
80
Description
This unit describes the skills and knowledge required to develop and improve small businesses by offering tailored services to directly deal with their needs. This includes establishing and monitoring team performance measures and standards, applying high level problem solving, and identifying opportunities for improvement and reporting.It applies to individuals who use a range of managerial techniques and leadership skills to plan and monitor the work of the team, while taking responsibility for implementing and promoting strategic business activities.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Develop and improve services for small businesses
  • 1.1 Identify attributes of service needs and wants of small business customers
  • 1.2 Analyse current usage patterns of the organisation’s small business customers to identify product and service options for them
  • 1.3 Review current product and service offerings targeted to small business customer segment and recommend solutions for improvement
  • 1.4 Design new products and services tailored to small business customers, and negotiate their implementation
  • 1.5 Identify and plan campaigns targeted to small business portfolios
  • 1.6 Develop reward and recognition strategies to build customer loyalty and manage implementation and processes
2. Develop and communicate team processes, performance measures and service standards
  • 2.1 Consult with required persons to develop the service standards and performance indicators for the team in alignment to organisational goals, plans and objectives
  • 2.2 Establish and communicate the service standards and performance indicators to the team
  • 2.3 Establish processes and standards for communication within the team
  • 2.4 Develop and communicate processes to resolve customer complaints
3. Lead and support the team in meeting expected outcomes
  • 3.1 Establish and communicate roles and responsibilities of the team to individuals
  • 3.2 Communicate to specific teams or individuals to plan individual goals
  • 3.3 Address issues, concerns and problems identified by team members and resolve with responsible persons
  • 3.4 Support continuous improvement of the team by providing information and coaching where required
4. Monitor, improve and report on customer service
  • 4.1 Monitor team and individual performance, and provide effective feedback to support the achievement of service standards and performance indicators
  • 4.2 Utilise customer insights, data and feedback to provide ongoing improvements to the customer experience and more tailored services
  • 4.3 Report against targets and analyse exception or feedback reports
No information
No information
Replaces
State Code National Code Title Type
AUQ62 FNSBNK501 Manage banking and service strategy for small business customers Unit of competency