Administer credit card services

Transcription

1 ZZZ00 Dummy Training Package Date this PDF was generated: 07 September 007 FNSRETA40A Administer credit card services FNSRETA40A Unit Descriptor Prerequisite Unit(s) Application of the Unit Unit Sector Administer credit card services This unit describes those functions associated with the provision and maintenance of credit card services. This unit, in conjunction with FNSRETA304A, replaces FNARFS11A. FNSRETA305A Process customer accounts FNSICGEN303A Work with others FNSICGEN301A Communicate in the workplace This unit requires the application of the policies, practises and protocols of the financial institution. Customer services skills and the application of standard operating procedures are required. It may be applied in retail financial institutions including banks and credit unions. No sector assigned ELEMENT 1. Commence credit card application process. Check and process credit card applications PERFORMANCE CRITERIA 1.1 Customers are provided with information on credit cards including their benefits, usage, terms and conditions 1. Discussions are held with customers to explain the benefits and uses of relevant credit card/s to ensure an appropriate match with their needs 1.3 Queries about terms, conditions and costs are answered fully and clearly to ensure customers are appropriately informed 1.4 Information is gathered from the customer as required and using standard procedures to support the application for the credit card.1 Information provided is checked in accordance with standard procedures for authenticity, accuracy and completeness. Credit scoring is conducted using standard systems and procedures to ascertain credit worthiness and determine the customer's suitability for the product.3 Application is completed and processed in accordance with standard procedures.4 Customers are notified of approval/disapproval of application.5 Standard procedures are used to issue customers with credit cards despatched to the branch for collection by the authorised person or card holder 3. Process card transaction 3.1 Consultation or referral to other personnel occurs in order to determine details required 3. Card transactions are processed in accordance with organisation's policies and procedures 3.3 Complaints and enquiries are processed in accordance with the Electronic Funds Transfer (EFT) Code of Conduct for captured and hot listed cards Page 1 of 5

2 ZZZ00 Dummy Training Package Date this PDF was generated: 07 September 007 FNSRETA40A Administer credit card services 4. Administer card database 4.1 Card database is administered in accordance with the organisation's policies and procedures 4. Duplicate transactions and charge-backs are identified and processed according to organisation's policies and procedures 4.3 Card security procedures are checked to ensure appropriate procedures are in place REQUIRED SKILLS AND KNOWLEDGE This describes the essential skills and knowledge and their level, required for this unit. Knowledge requirements include: policies and procedures in regard to electronic banking and security policies and procedures in regard to electronic banking - card services and security relevant legislation and statutory requirements industry codes of practice including Consumer Credit Code, Privacy Act, Credit Act security checking procedures introductory knowledge of the finance industry, business communication, accounting principles and business law customer service range of cards accepted operation of card database charge-back procedures duplicate transaction procedures operation and maintenance of equipment which may include: keyboard skills security equipment terminals numerical displays boards calculators scanners Skills requirements include: literacy in regard to written documentation time management skills questioning/listening techniques numeracy in regard to calculating non cash transaction totals interview and communication Page of 5

3 ZZZ00 Dummy Training Package Date this PDF was generated: 07 September 007 FNSRETA40A Administer credit card services KEY COMPETENCIES The seven key competencies represent generic skills considered for effective work participation. The numbering against each of the key competencies indicates the performance level required in this unit. Performance Level 1 - at this level, the candidate is required to undertake tasks effectivelyperformance Level - at this level, the candidate is required to manage tasksperformance Level 3 - at this level, the candidate is required to use concepts for evaluating and reshaping tasks Key Competency Example of Application Performance Level Communicating ideas and information Collecting analysing and organising information Planning and organising activities Working with others and in teams Using mathematical ideas and techniques Solving problems Using technology Product information including terms and conditions of cards is provided verbally to the customer and will require communication of ideas and information. Information can be collected by using application forms. Information can be analysed and organised by checking and processing relevant information obtained.. Completing the application process in accordance with standard requirements requires that activities are planned and organised. Queries or actions outside the scope of delegation of the officer are referred to another staff member and will require the use of teamwork skills. Checking financial balances for accuracy will require the use of mathematical ideas and techniques. Processing and resolving complaints or concerns in accordance with relevant legislation or code of conduct will require the use of problem solving skills. Administering the credit card database and processing information into the relevant system will require the use of technology. 1 RANGE STATEMENT The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that will affect performance. The following variables 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. If bold italicised text is shown in Performance Criteria, details of the text are provided in the Range Statement. Cards may include: a range of credit cards recognised by the organisation Information from customers may include: personal identification information eg driver's license, passport, social security information, bills, rate notices etc Page 3 of 5

4 ZZZ00 Dummy Training Package Date this PDF was generated: 07 September 007 FNSRETA40A Administer credit card services Other personnel may include: employees or supervisors/managers Card security procedures may include: confidentiality of information held procedures to identify card holder encryption to prevent illegal access procedures in the event of loss or theft of card Hot listed cards refer to: cards reported as stolen or lost fraudulent cards Organisation information includes policies and procedures in regard to: administrative and clerical systems product/account and service range size, type and location of branch range of responsibility types of equipment used Relevant legislation may include: Consumer : Consumer Credit Code Privacy Act Secrecy Laws codes of practice Competition : Australian Competition and Consumer Commission (ACCC) Prudential : Financial Institutions (FI) Code Credit Reference Association of Australia (CRAA) EFT Code of Conduct Financial Transaction Reports Act Cheques and Payment Orders Act Page 4 of 5

5 ZZZ00 Dummy Training Package Date this PDF was generated: 07 September 007 FNSRETA40A Administer credit card services EVIDENCE GUIDE Assessment of performance requirements in the unit should be undertaken in an industry context. The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competency for the unit. Competency is demonstrated by performance of all stated criteria including the Range of Variables applicable to the workplace. Overview of assessment requirements To achieve competency in this unit, a person must be able to demonstrate: knowledge of the processes required to process a debit card application and to process transactions administer the process in an accurate and timely manner and within the operating procedures of the financial services institution thorough checking of card database information detailed knowledge of relevant legislation comprehensive knowledge of card security procedures strong communication skills in dealing with customers comprehensive understanding and implementation of industry codes of practice ability to use relevant data entry and office equipment Evidence required for demonstration of consistent performance: Assessment of performance requirements in the unit should be undertaken in an industry context. Competency is demonstrated by performance of all stated criteria according to the Range of Variables applicable to the workplace Delivery/assessment relationship to other units: Competency in this unit can be demonstrated independently or may be demonstrated either following or in conjunction with assessment of the following units: FNSICGEN301A Communicate in the workplace FNSICGEN303A Work with others FNSICCUS30 Process customer complaints FNSRETA305A Process customer accounts. 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 company policies and practises, relevant IT systems and the databases of the financial services company. Page 5 of 5