Home - FNS04 - FNSICCUS301B
Respond to customer enquiries
|Unit Descriptor||This unit covers the skills and knowledge to respond to customer enquiries about financial products or services|
|1 . Obtain details of customer and nature of enquiry||
|2 . Research the information relevant to the enquiry||
|3 . Determine a suitable response to the enquiry||
|4 . Communicate information to the customer||
|5 . Update relevant records||
|Key Competency||Examples of Application||Performance|
|How can information be collected, analysed and organised?|
|How are ideas and information communicated within this competency?|
|How are activities planned and organised?|
|How are problem solving skills applied?|
|How are mathematical ideas and techniques used?|
|How is use of technology applied?|
|How is team work used within this competency?|
Scope of responsibility or authority area may include:
job description or accountability area
in accordance with PS 146 - training of financial product advisers
Nature of the enquiry may include:
initial enquiry about a product or service
enquiry about ongoing use of a product or services
complaint about an error
request for new product or service
claim against a policy
Customer details may include:
name, address and contact details
Sources of information may include:
credit reference organisation
past history with the organisation or other organisations
organisations policy and procedures manuals
Checks and/or follow-up may include:
follow-up phone call, email or letter
verbal approval from customer
Consideration should be paid to customers special needs which may include:
Overview of assessment
To achieve competency in this unit, a person must be able to demonstrate:
responses to a range of enquiries that satisfy the customer's needs and achieve the company outcomes
consideration of, and adaptation to, any special needs of customers, including cultural, language, race, religion, ethnic origin, socio-economic status and demographic needs
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/assessment 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 environment.
Resources required for assessment:
Assessment of this unit of competence requires access to some record keeping process and/or technology.