Unit of competency Outline
Date retreived
22/07/2026 11:13 AM AWST
22/07/2026 11:13 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.
Manage banking and service strategy for small business customers
Manage banking and service strategy for small business customers
Unit of competency
National Code
FNSBNK501A
FNSBNK501A
State Code
D4066
D4066
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
07/03/2012
Field of Education
081101 - Banking And Finance
Original Release Date
07/03/2012
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to manage a team of customer service officers offering tailored services to small business customers and includes establishing and monitoring performance measures, high level problem solving, opportunity seeking and reporting.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Develop services for small businesses
- 1.1. The attributes, service needs and wants of small business customers are identified as a basis for tailoring communications and services
- 1.2. Current usage patterns of the institution's small business customers are analysed and product and service options for small business customers identified
- 1.3. New products and services, tailored to small business customers, are designed and their implementation negotiated in accordance with the institution's business rules and processes
- 1.4. Campaigns targeted to the small business portfolio are identified and planned in a manner which meets the institution's standards and timeframes
- 1.5. Reward and recognition strategies to build customer loyalty are developed and the implementation managed
2. Manage small business customer service teams
- 2.1. Team and individual roles and responsibilities are developed and communicated effectively following appropriate consultations and in line with established processes and protocols of the organisation
- 2.2. Team and individual goals and plans are developed and communicated effectively following appropriate consultations and in line with the established processes and protocols of the organisation
- 2.3. Service standards and performance indicators are established in order to manage and support the performance of the customer service teams and their portfolios of customers
- 2.4. Performance of staff within the customer service teams is monitored and feedback provided as part of the performance management processes of the institution
- 2.5. Processes to ensure effective communication with and within the small business customer service teams are identified, implemented and monitored
- 2.6. Processes to resolve customer complaints are planned, implemented and monitored
3. Lead, support and develop small business customer service teams
- 3.1. Staff are actively encouraged to participate in and assume responsibility for team performance
- 3.2. High standards of personal performance, the demonstration of respect for team members and open communications are modelled with staff provided the opportunity and support to identify and resolve problems
- 3.3. Feedback is provided to staff to recognise effort and success and Information, advice and coaching provided as required and in a timely and effective manner
4. Evaluate and report outcomes
- 4.1. Strategies to support the continuous improvement of small business customer services teams are developed, implemented and monitored
- 4.2. Reports against targets using standards protocols and procedures are made with exception or feedback reports analysed and processes put in place to rectify faults or capitalise on opportunities
- 4.3. Product and service offering targeted to the small business customer segment are reviewed and solutions for improvement are made in accordance with the institution's business rules and processes
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.
The service needs and wants of the business customer segment may include:
service needs:
'hotline' service providing direct access to a known staff member
coordinated and single point of delivery
cost effective service delivery that maximises the performance of the business
reduced account management costs across a broad range of products
selection of appropriate and effective products
streamlining service delivery
service wants:
privileged access to services
to be valued as a special customer - rewards and recognition
to have unique needs met.
Customer usage patterns may be defined by:
number of services used per customer such as:
loans
online banking
night safe
merchant EFTPOS
number of transactions per month per customer
shift in type of services:
to online banking
electronic payments versus cheques.
Product and service options for small businesses may include:
access to night safes
business credit cards
business leases
business loans
commercial bills
hire purchase
interest bearing accounts
novated leases
off-set business mortgages
overdrafts
savings and cash management accounts
statutory trust accounts
superannuation.
Campaigns conducted with small business customers may include:
branch or regionally based initiatives
mail-outs
media offers
outbound telemarketing
response to inbound calls resulting from a marketing offer.
Service standards may include:
number of contacts to be initiated with identified customers per:
month
quarter
year
response times for resolution of customer complaints
response times to queries received, by type of query
use of scripted customer greetings.
Portfolios of small business customers may be determined by:
geographic location
industry
net-value.
Effective communication includes:
informal communications:
in person
telephone
email
memo
performance appraisal and review meetings
presentations
scheduled staff meetings
training and professional development sessions
written communication
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.
The service needs and wants of the business customer segment may include:
service needs:
'hotline' service providing direct access to a known staff member
coordinated and single point of delivery
cost effective service delivery that maximises the performance of the business
reduced account management costs across a broad range of products
selection of appropriate and effective products
streamlining service delivery
service wants:
privileged access to services
to be valued as a special customer - rewards and recognition
to have unique needs met.
Customer usage patterns may be defined by:
number of services used per customer such as:
loans
online banking
night safe
merchant EFTPOS
number of transactions per month per customer
shift in type of services:
to online banking
electronic payments versus cheques.
Product and service options for small businesses may include:
access to night safes
business credit cards
business leases
business loans
commercial bills
hire purchase
interest bearing accounts
novated leases
off-set business mortgages
overdrafts
savings and cash management accounts
statutory trust accounts
superannuation.
Campaigns conducted with small business customers may include:
branch or regionally based initiatives
mail-outs
media offers
outbound telemarketing
response to inbound calls resulting from a marketing offer.
Service standards may include:
number of contacts to be initiated with identified customers per:
month
quarter
year
response times for resolution of customer complaints
response times to queries received, by type of query
use of scripted customer greetings.
Portfolios of small business customers may be determined by:
geographic location
industry
net-value.
Effective communication includes:
informal communications:
in person
telephone
memo
performance appraisal and review meetings
presentations
scheduled staff meetings
training and professional development sessions
written communication
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:
effectively manage a team of small business customer service officers
develop, maintain and apply understanding of the small business market segment
undertake high level planning and human resource development
communicate effectively and apply appropriate problem solving skills.
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 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 financial services product information
access to organisational policies, procedures and process documentation.
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 or role plays
verbal or written questioning on underpinning knowledge and skills
setting and reviewing workplace projects and business simulations or scenarios
evaluating samples of work
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:
effectively manage a team of small business customer service officers
develop, maintain and apply understanding of the small business market segment
undertake high level planning and human resource development
communicate effectively and apply appropriate problem solving skills.
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 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 financial services product information
access to organisational policies, procedures and process documentation.
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 or role plays
verbal or written questioning on underpinning knowledge and skills
setting and reviewing workplace projects and business simulations or scenarios
evaluating samples of work
accessing and validating third party reports.
Guidance information for assessment
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C9635 | FNSBANK501B | Manage banking and service strategy for small business customers | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUQ62 | FNSBNK501 | Manage banking and service strategy for small business customers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S725 | FNS50910 | Diploma of Banking Services Management | Qualification |
| D725 | FNS51811 | Diploma of Financial Services | Qualification |