FINANCIAL SERVICES TRAINING PACKAGE - FNB99 … · FINANCIAL SERVICES TRAINING PACKAGE - FNB99...

FINANCIAL SERVICES TRAINING PACKAGE - FNB99

Qualifications Framework and Core Competency Units This is Volume 1 of a 13-volume set. This volume should not be used in isolation but in the context of the complete set for the Financial Services Training Package. The material contained within this volume is part of the endorsed component of the Financial Services Training Package endorsed by the Australian National Training Authority in June 1999 and agreed by Ministers. This Training Package is to be reviewed by 30 June 2003.

© Australian National Training Authority (ANTA), 2003 This work has been produced with the assistance of funding provided by the Commonwealth Government through ANTA. • An individual may make a photocopy of all or part of the work for their personal use. • A Registered Training Organisation may make photocopies of all or part of the work for the

teaching purposes of that organisation, including for supply to its students provided that any consideration does not exceed the marginal cost of preparation, reproduction, assembly and delivery.

Except as permitted under the Copyright Act 1968, all other rights are reserved. Requests for permission may be directed to: Australian National Training Authority Level 11, AMP Place 10 Eagle Street BRISBANE, QLD 4000 Phone: (07) 3246 2300 Fax: (07) 3246 2490 This work is the result of wide consultations with Australian industry participants. It is a collaborative view and does not necessarily represent the view of ANTA or any specific body. For the sake of brevity it may omit factors which could be pertinent in particular cases. While care has been taken in the preparation of this Training Package, ANTA and the original developer do not warrant that any licensing or registration requirements specified here are either complete or up-to-date for your State or Territory. ANTA and the original developer do not accept any liability for any damage or loss (including indirect and consequential loss) incurred by any person as a result of relying on the information contained in this Training Package. This Training Package should not be regarded as professional advice and it should not be relied upon in any important matter without obtaining appropriate advice relevant to your circumstances. Published by: Australian Training Products Ltd Level 25, 150 Lonsdale St Melbourne 3000 Phone: +61 3 96550600 Fax: +61 3 9639 4684 www.atpl.net.au e-mail: [email protected] First Published: October 1999 STOCKCODE: atp9089 ISBN: 0 642 80010 3 Financial Services Training Package - FNB99 - Qualifications Framework and Core Competency Units Vol1 0f 13 Printed for Australian Training Products Ltd by Document Printing Australia Melbourne, Australia AESharenet: P Print Version No: Version 4

8 August 2003

IMPORTANT Training Packages are living documents. Changes are periodically made to reflect the latest industry practices. As a user of the Training Package, and before commencing any form of training or assessment, you must ensure delivery is from the current version. Ensure you are complying with this requirement by:

Checking the version identifier code of the version you currently have (located on the imprint page, just below the copyright statement)

Accessing the Australian Training Products (ATP) website and comparing the version identifier.

Where the ATP website shows a different version, the modification history, again shown on the ATP website in the training package sample, will display the changes made in all versions. ATP website for version comparison (http://www.atpl.net.au) Changes in units of competency and packaging of qualifications are reflected on the National Training Information Service which only displays current information: http://www.ntis.gov.au

MODIFICATION HISTORY - ENDORSED MATERIALS

Please refer to the National Training Information Service for the latest version of Units of Competency and qualification information (http://www.ntis.gov.au).

Financial Services Training Package - FNB99 Sheet: 1 of 1

Ver

sion

Dat

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Rel

ease

Aut

horis

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Comments

4 July 2003 NTQC Addition of Superannuation Standards. Three new qualifications in Superannuation

3.00 October 2002 NTQC

Update of all Competency Standards; Addition of ASIC Standards, Financial Planning Standards; addition and revision of Accounting Standards; Revision of Qualifications Framework and Core Competency Units.

2.00 July 2001 NTQC

Addition of Conveyancing Standards and changes to general Insurance Standards. Six new qualifications, four in General Insurance and two in Conveyancing sector.

1.00 June 1999 NTFC Primary release

Forms control: All endorsed Training Packages will have a version number displayed on the imprint page of every volume constituting that Training Package. Every Training Package will display an up-to-date copy of this modification history form, to be placed immediately after the contents page of the first volume of the Training Package. Comments on changes will only show sufficient detail to enable a user to identify the nature and location of the change. Changes to Training Packages will generally be batched at quarterly intervals. This modification history form will be included within any displayed sample of that Training Package and will constitute all detail available to identify changes.

CONTENTS

FNBFS01B Work within a financial services context ................................................................... 5 FNBFS02A Communicate in the workplace............................................................................... 10 FNBFS03B Work as part of a team ........................................................................................... 16

FNBFS04B Use technology in the workplace............................................................................ 20 FNBFS05A Apply health and safety practices in the workplace ................................................ 27 FNBFS06B Resolve customer complaints................................................................................. 31

FNBFS01B WORK WITHIN A FINANCIAL SERVICES CONTEXT Stream: ACCOUNTING National code: FNBFS01B Unit Description: This unit covers the competency to apply industry and

company procedures, guidelines, policies and standards in a daily work context within the Financial Services Industry. This unit is adapted from and supersedes FNARFS01A - "Work within a Retail Financial Services Industry Context" from the Finance Training Package - Retail Financial Services.

Element Performance Criteria

1 Work within Financial Services industry guidelines, procedures and legislation

Work carried out is consistent with existing industry guidelines and procedures relating to the Financial Services sector.

All work complies with relevant legislation and codes of practice.

Appropriate assistance to clarify work practices and relevant information is sought whenever necessary.

2 Work within company policy, guidelines and procedures

Work carried out is consistent with specific company policies, guidelines and procedures.

Work conducted reflects an understanding of the philosophy of the company and its objectives.

Work conducted meets company’s standards in areas of:

- honesty

- efficiency

- accuracy

- customer service

3 Work to industry and company standards

The individual's responsibility in delivering a quality service is consistently met

Appropriate dress and hygiene codes and business etiquette is followed at all times.

All work is conducted within accepted codes of conduct including those related to:

- maintaining confidentiality

- use of company property

- duty of care

- ethical behaviours

- non-discriminatory practices

- conflict of interests

- compliance with reasonable direction

Range of Variables

Type of work undertaken

initial customer service

secretarial and/or reception duties

internal administrative support including:

- monitoring car fleet

- use of company property

- duty of care

Relevant guidelines and procedures industry and company codes of conduct

customer service statements and codes of practice

industry and company policy statements

industry and company mission statements

professional accounting bodies Relevant legislation may include: Industry codes of practice

OH&S legislation

Anti-discrimination legislation

Consumer credit code

Privacy Act

Competition

Prudential

Finance code

Credit Reference Association of Australia

Electronic Funds Transfer code of conduct

Financial Transaction Reports Act

Cheques

Corporations Act (including Accounting Standards)

Business Names legislation Appropriate assistance may be sought from: managers or supervisors

staff from other areas

peers Philosophy of the industry/company may be reflected in:

customer service statements

business plans

mission statements

memorandums

policy statements

Range of Variables

Service delivery may be: internal

external

in person

by telephone

by facsimile or other electronic means

Appropriate dress and hygiene may include: uniform

dress in accordance with company dress codes

hygiene in accordance with company standards

Business etiquette may include: specifically written in policies and procedures

received as verbal advice from supervisors

acquired through training

Company property may include: cars

office machinery

office equipment

office furniture

telephones and other communication devices

Evidence Guide

Assessment of performance requirements in the unit should be undertaken in an industry context. Aspects of competency, including attainment of relevant knowledge and skills may be assessed in a simulated work environment. Competency is demonstrated by performance of all stated criteria including the Range of Variables applicable to the workplace. Specialised resources required for training and assessment include:

availability of qualified assessors

systems which facilitate recording of trainees’ profiles and progress

facilities for workplace or simulated environment assessment

Critical aspects of evidence will include:

demonstrated communication and listening skills

thorough knowledge of industry/company protocol in dealing with customers

thorough knowledge and application of industry/company dress and hygiene standards

basic knowledge of relevant legislation and codes of practice

demonstrated ability to properly use company property

demonstrated understanding of principles of ethical behaviour, confidentiality, duty of care, non-discriminatory practices and their application in the workplace

demonstrated ability to perform work within a quality customer service environment

Interdependent assessment of units:

Prerequisite Units: Nil

Co requisite Units: Nil Workplace outcomes (underpinning knowledge and skills):

The Evidence Guide is a guideline which assists in the development of assessment instruments/tools to assess the competency of workers in the Financial Services sector. This requires evidence of consistent achievement of the workplace outcomes covered by the unit. An employee working at this level should be able to demonstrate the following underpinning knowledge and skills.

Evidence Guide Underpinning knowledge includes:

knowledge of industry and company policies and procedures in regard to customer service and administration

knowledge of relevant legislation and statutory requirements relevant knowledge of industry codes of practice including

Consumer Credit Code, Privacy Act, Credit Act basic questioning/listening techniques basic communication techniques basic telephone techniques knowledge of industry/company security practices and

knowledge of the reasons for such practices knowledge of internal administration systems which may

include:

- administrative support filing

- secretarial duties

- reception duties

- car fleet monitoring

- stock control

knowledge of the operation and maintenance of equipment which may include:

- computers, modems, printers

- photocopiers and facsimile machines

- franking machines

- industrial staplers

- folding machines

- calculators

Underpinning skills include: literacy skills in regard to written documentation

basic interpersonal and communication skills (including listening and questioning)

telephone skills

administrative skills

numeracy skills

use of appropriate software

time management skills

keyboard skills

referral skills

basic organisational skills

Key competencies: These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices.

Evidence Guide Communicating ideas and information

Collecting, analysing

and organising information

Planning and organising activities

Working with others in a

team

Using mathematical

ideas and techniques

Solving problems

Using technology

1

1

1

1

1

1

1

Three levels of performance denote level of competency required to perform task. 1 Perform 2 Administer 3 Design

FNBFS02A COMMUNICATE IN THE WORKPLACE Stream: ACCOUNTING National code: FNBFS02A Unit Description: This unit covers the competency of utilising written and oral

communication in the work environment.

This unit is adapted from and supersedes FNARFS02A - "Communicate in the Workplace" from the Finance Training Package - Retail Financial Services.


1 Follow routine instructions

Verbal instructions are received, understood and acted upon within the appropriate time frame.

Written instructions are read, understood and followed to a level that ensures effective and efficient operation in the workplace.

Clarification of instructions is promptly sought from appropriate personnel when necessary.

2 Receive and relay

messages

Messages are received, understood, appropriately messages acknowledged and promptly acted upon.

Clarification of the message when needed is sought from the sender in a polite and courteous manner.

Messages to be conveyed to other appropriate personnel in either written and/or verbal form are relayed efficiently and effectively.

Industry and organisation's policies and procedures are adhered to in relation to the taking and relaying of messages.

Appropriate established communication channels are used in relaying messages.

Element Performance Criteria In cases where doubt exists as to whether the message should be relayed, or where clarification of the message is needed, appropriate help is sought.

3 Read and interpret

documents

Workplace documents relevant to work at this level are read promptly and understood.

Workplace documents are accessed as necessary to gain, clarify or refresh knowledge.

4 Use effective verbal

and non-verbal communication in the workplace

Effective verbal and non-verbal communication techniques are used to convey messages and information.

Sensitivity to issues affecting communication with people from a variety of backgrounds is demonstrated.


5 Prepare routine written correspondence, notes and records

Routine correspondence, notes and records are presented in clear and simple language. Routine correspondence, notes and records are presented in clear and simple language.

Documents are proofed (checked and edited) for spelling, grammar and style prior to final presentation.

Any correspondence produced reflects industry and organisation's standards in terms of style, format and accuracy.

Written information is prepared within identified time frames.

Numbers are used and understood in a workplace setting and numerical calculations are carried out, as required.

Range of Variables

Instructions may include:

verbal

written Appropriate personnel may include:

managers or supervisors

staff from other areas

peers

Messages may include: formal

informal

written

verbal

Message senders may include:

customers

other staff

supervisors

external service providers

other branches or companies

regulatory or government organizations

Industry and organisation’s policies, procedures and standards may include:

business plans

mission statements

policy and procedures manuals

memorandums

workplace documents

customer service statements verbally

Established communication channels may include: formal communication pathways

direct line supervision paths

lateral supervision paths

Range of Variables

Appropriate help may be sought from:

managers or supervisors designated peer support officers other personnel as appropriate

Workplace documents may include:

memoranda general information or bulletin board notices letters reports policy and procedure manuals business plans mission statements customer service statements

Routine correspondence, notes and records may include:

form letters internal notices or memoranda arrears and default notices invoices consignment notes dispatch documents reports file notes

Workplace setting workplace setting refers to any environment in which

work is conducted within a Financial Services industry context.

Simple numerical calculations may include:

division multiplication addition subtraction

Evidence Guide


availability of qualified assessors systems which facilitate recording of trainees’ profiles and

progress facilities for workplace or simulated environment assessment


demonstrated ability to receive and understand messages and instructions

demonstrated ability to convey messages demonstrated ability to seek appropriate assistance knowledge of appropriate communication channels an appropriate level of understanding of industry and company

policy demonstrated ability to communicate both orally and in writing demonstrated ability to appropriately format a document demonstrated ability to successfully complete numerical

calculations knowledge of issues affecting people from a variety of

backgrounds


Prerequisite Units: Nil Co requisite Units: Nil

Workplace outcomes (underpinning knowledge and skills):

The Evidence Guide is a guideline which assists in the development of assessment instruments/tools to assess the competency of workers in the Financial Services Industry sector. This requires evidence of consistent achievement of the workplace outcomes covered by the unit. An employee working at this level should be able to demonstrate the following underpinning knowledge and skills.

Evidence Guide

Underpinning knowledge and skills includes:

knowledge of industry and company policies and procedures in regard to customer service, communication, correspondence, receipt of messages and internal administration systems

basic knowledge and understanding of relevant legislation, industry codes of practice including Consumer Credit Code, Privacy Act, Credit Act

knowledge of basic questioning/listening techniques knowledge of basic oral and written communication techniques knowledge of industry/company security practices and

knowledge of the reasons for such practices knowledge of types of correspondence, information and/or

reports generated numeracy skills for simple calculations use of appropriate software basic keyboard and computer skills basic interpersonal and communication skills referral skills

Key competencies: These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices. Communicating

ideas and information



Planning and

organising activities

Working with others in a team

Using mathematical


Solving problems

Using technology

1

1

1

1

1

1

1


FNBFS03B WORK AS PART OF A TEAM Stream: ACCOUNTING National code: FNBFS03B Unit Description: This unit covers the competency to participate as a member

of a work team and organize personal work requirements to achieve workplace outcomes. This unit is adapted from and supersedes FNARFS03A - "Work as Part of a Team" from the Finance Training Package - Retail Financial Services.

Element Performance Criteria 1 Participate in and

cooperate with others in the workgroup

Individual responsibilities within the workgroup are identified and met.

Individual performance is periodically checked against group objectives and adjusted as required.

Areas of responsibility that affect other group members are identified and met.

Harmonious working relationships are maintained with other group members and issues that may lead to, or involve conflict are appropriately referred or resolved in a timely manner.

Sensitivity to others workers individual differences is continually demonstrated in the daily work environment.

Effective communication with other group members is maintained.

A team commitment to help achieve workplace objectives is made whenever necessary.

2 Manage self Individual work activities are regularly planned in consultation

with supervisor, in order to achieve workplace objectives within specified time frames.

Individual work is prioritised and reviewed as necessary.

Individual work plans are aligned to group objectives.

Problems that affect the achievement of workplace objectives are identified and acted upon.

Self-improvement and training opportunities are identified and appropriate personnel are informed.

Resources required to achieve workplace outcomes are identified.

Identified resources are used efficiently, effectively and without unnecessary duplication.

3 Work with and adapt to

change in a workplace environment

Possible changes to workplace systems and practices, which could improve efficiency and effectiveness, are identified and suggested to appropriate personnel.

Workplace practices and attitudes are modified as necessary in response to approved changes in the workplace.

Flexibility and the willingness and ability to adapt to change are demonstrated in the workplace.

An understanding (or awareness) of the reasons for change is demonstrated.

Range of Variables

Individual responsibilities may include:

individual responsibilities are those responsibilities that an employee is expected to meet in the normal performance of their duties; these duties may include duties that they should complete themselves, or duties for which they have primary responsibility.

The workgroup may include:

office specific groups of employees assigned to complete designated tasks or to work together

the company as a whole individual branches individual work sections

Group objectives may include:

written or verbally specified objectives that identify expected workplace outcomes and achievements

industry targets company targets specific workgroup objectives

Group members may include:

other employees managers or supervisors

Workplace objectives may include:

workplace objectives are those objectives written or verbally specified that identify expected outcomes and performance within a designated workplace

Individual work plans may include:

daily and/or periodical plans. These plans may be designed by individual employees, managers or supervisors

they may be designed individually or in consultation with supervisors

Resources may include:

Either physical or material in nature and include any materials that need to be assessed to complete expected tasks in the workplace (eg: stationery, office equipment, and pro-formas)

Workplace systems and practices

Workplace systems and practices are those systems and practices that are approved for use or are common practice in the Financial Services Industry, and which are applied in the context of a work environment

The workplace The workplace includes any area in which official work is conducted within the Financial Services Industry

Evidence Guide

Assessment of performance requirements in the unit should be undertaken in an industry context. Aspects of competency, including attainment of relevant knowledge and skills may be assessed in a simulated work environment. Competency is demonstrated by performance of all stated criteria including the Range of Variables applicable to the workplace.

Specialised resources required for training and assessment include:

availability of qualified assessors systems which facilitate recording of trainees’ profiles and

progress facilities for workplace or simulated environment assessment


demonstrated understanding of importance of achieving individual workplace objectives

demonstrated understanding of importance of achieving group objectives

application of the principles of good teamwork demonstrated ability to prioritise work demonstrated ability to work o and achieve daily or periodical

work plans knowledge of interpersonal communication techniques basic knowledge of principles of conflict resolution application of problem solving techniques in a workplace

environment demonstrated ability to seek advice demonstrated ability to adapt and respond to a changing

workplace environment


Prerequisite Units: Nil Co requisite Units: Nil



Underpinning knowledge includes:

basic knowledge of communication principles basic knowledge of conflict resolution principles knowledge of time management principles basic knowledge of principles of effective teamwork basic understanding of reasons for organisational change

Evidence Guide

Underpinning skills includes:

interpersonal and communication skills teamwork participation skills time management skills planning skills referral skills basic conflict resolution skills resource management skills

Key competencies: These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices. Communicating ideas and information



Planning and



Using mathematical


Solving problems

Using technology

1

1

1

1

1

1

1


FNBFS04B USE TECHNOLOGY IN THE WORKPLACE Stream: ACCOUNTING National code: FNBFS04B Unit Description: This unit covers the competency to effectively and efficiently

use technology and equipment in the workplace. This unit is adapted from and supersedes FNARFS04A - "Use Technology in the workplace" from the Finance Training Package - Retail Financial Services.


Element Performance Criteria 1 Utilise office

technology

Appropriate office technology is identified and used to achieve outcomes in a cost-effective manner.

Computer systems are accessed as appropriate to process and analyse data.

Keyboard skills are used effectively to maximise computer usage.

Work is planned to maximise effectiveness of technology and to minimise waste.

Used office technology consumables are identified and replaced.

Where required, equipment usage is recorded accurately. 2 Maintain office

technology

Use of technology in the workplace complies with manufacturers operating guidelines and is carried out in accordance with relevant Health and Safety procedures.

Routine maintenance is carried out and/or arranged in order to ensure that equipment is properly maintained in accordance with manufacturers instructions or company guidelines.

Equipment faults are accurately identified and prompt action is taken to address the fault, through either routine repair in accordance with manufacturer's instructions, or through reporting of the fault to nominated personnel or sections.

Equipment and data is secured as required by legislation, industry or organisation's policies and procedures.

Appropriate start up and shutdown techniques are applied.

3 Use appropriate

software

Requirements of task are identified.

Appropriate software is utilised to produce required outcome.

Files and records are identified, opened, generated or amended according to requirements.

Documents are stored appropriately and applications are exited without damage to or loss of data.

Appropriate technical support is sought as necessary.

Range of Variables

Appropriate office technology/equipment may include but is not limited to:

computer

modems

scanners

photocopiers

facsimile machines

printers

telephones

franking machines

folding machines

televisions

videos

Processing and analysing data may include:

entering new data or files copying

updating/modifying or processing

storing, retrieving, or transferring data within files or directories

removing or deleting inactive or “dead” files and data

Manufacturer’s operating guidelines/instructions may include:

written instruction manuals for specific equipment

general instruction manuals

verbal advice received from manufacturer on appropriate operation of equipment

OH&S procedures may include: appropriate Federal and State legislation and regulations

industry or company guidelines and operational procedures

Industrial Court rulings

Routine maintenance/repairs may include: regular checking of equipment

"in-house" servicing of equipment according to manufacturers operating guidelines

periodic servicing by qualified or manufacturer approved technician

"in-house" repairs to rectify readily identified problems which can be legitimately fixed by company personnel

repairs that should be carried out by a qualified or manufacturer approved technician

other repairs carried out by a qualified technician after expiration of the warranty period

Range of Variables

Nominated personnel or section may include: any staff member who has been delegated to receive

information on equipment faults and service

any external person nominated by the company, or the manufacturer, as being the authorised service or repair person

the immediate supervisor of the person reporting the fault

a section of the company that has specific delegation to receive and act upon information regarding equipment faults

an external section of the manufacturer or authorised repair company that receives and acts upon information regarding faults and repairs

Relevant legislation may include: Consumer

- Consumer Credit Code

- Privacy Act

- Secrecy Laws

- Codes of Practice

Prudential

-- Financial Industry Code

- Credit Reference Association of Australia

- Electronic Funds Transfer Code of Conduct

- Financial Transaction Reports Act

- Cheques and Payment Orders Act

Industry/organisation’s policies and procedures may relate to:

privacy and security of documents

safe storage procedures

clerical administration systems

ease of access

maintenance of equipment and software

Securing of equipment and data should comply with: any relevant industry and company policy

industry codes of practice

any relevant legislation including Privacy Act and Consumer Credit Code

relevant confidentiality requirements

Appropriate software may include: any generic software in common use, including the Internet

specific software relevant to the Financial Services Industry as a whole or to specific sectors

Range of Variables

Storage of documents may include: storage in directories and sub-directories

storage on CD Roms, hard and floppy disk drives or back up systems

appropriate storage / filing of hard copies of computer generated documents

appropriate storage / filing of hard copies of incoming and outgoing facsimiles

appropriate storage / filing of incoming and outgoing correspondence

Appropriate technical help may include: on screen help

manuals and handbooks

computer help-desk personnel

managers and supervisors

designated technology assistance staff

external staff employed by, or recommended by the manufacturer of the equipment or the software supplier to assist with difficulties

Evidence Guide






awareness of range of types of office technology

ability to appropriately and efficiently use technology

basic computer literacy, including the Internet

knowledge of basic repair and maintenance procedures

knowledge of relevant OH&S procedures

knowledge of appropriate legislation, codes of practice, company guidelines and procedures



Co requisite Units: Nil



Evidence Guide

Underpinning knowledge includes: knowledge of available technology and its uses

knowledge of best practice use of technology

knowledge of operating instructions

knowledge of industry and/or company security practices and the reasons for such practices

knowledge of appropriate software

knowledge of basic computer applications, including the Internet

knowledge of basic communication techniques

knowledge of company policy in regard to information technology, equipment repairs and maintenance

knowledge of data storage and retrieval techniques

knowledge of appropriate equipment start up and shutdown techniques

Underpinning skills includes: interpersonal and communication skills

time management skills

office equipment operation skills

basic computer literacy

identification and use of appropriate software, including the Internet

referral skills

Key competencies: These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices. Communicating ideas and information



Planning and


Working with

others in a team

Using mathematical


Solving problems

Using technology

1

1

1

1

1

1

1


FNBFS05A APPLY HEALTH AND SAFETY PRACTICES IN THE WORKPLACE Stream: ACCOUNTING National code: FNBFS05A Unit Description:

This unit covers the competency to apply Health and Safety aspects of work within a Financial Services Environment. This unit incorporates Worksafe Australia's generic 'Competency A' which is directly equivalent to the National Administration Competency Standards (Private Sector) 2nd Edition BSBCMN106A Follow Occupational Health & Safety (OH&S) Policies and Procedures in the Workplace in order to ensure own safety and that of others in the Workplace.


1 Follow workplace procedures for hazard identification and risk control

Hazards in the work area are recognised and reported to designated personnel according to workplace procedures.

Workplace procedures and work instructions for controlling risks are followed accurately.

Workplace procedures for dealing with accidents, fire and emergencies are followed whenever necessary within the scope of responsibilities and competencies.

All work areas are kept clean and free from obstacles.

All emergency exits are known and kept clear at all times. 2 Contribute to

participative arrangements for the management of health and safety

Health and safety issues are raised with designated personnel in accordance with workplace procedures and relevant legislation.

Contributions to health and safety management in the workplace are made within organisation's policies and procedures and within the scope of the employee's responsibilities and competencies.

Relevant health and safety documents are identified, periodically accessed, and their recommendations followed.

Clarification of obligations, procedures, and safe work practices is sought when necessary.

3 Employ safe working practices

Health and safety procedures are applied at all times in practices daily work routines.

Work is conducted within ergonomic guidelines.

Hazard warnings and safety signs are recognised and observed.

All hazardous materials and equipment are handled in accordance with manufacturer's guidelines and specified safe handling guidelines

Safe manual handling techniques and safe equipment operation techniques are employed at all times.

Workplace emergency first aid procedures are followed.

Potentially hazardous situations when identified, including faulty and dangerous equipment, are immediately reported.

Range of Variables

The workplace may include:

corporate or company offices, factories or sites

home offices

rented accommodation

the offices, property or dwellings of clients

motor vehicles or other transportation

Hazards may include: electrical faults

loose objects

loose fixtures

chemicals

plant or equipment

motor vehicles

obstructions

Designated personnel may include: individual employees

staff assigned as health and safety representatives

managers or supervisors

Organisational/workplace procedures

Workplace procedures are those day to day procedures conducted in the normal course of duties and which are carried out in accordance with written and/or accepted guidelines for safe work practices.

Work instructions may include: writtenor verbal and should relate directly to the application of

safe work practices.

Scope of responsibilities Scope of responsibilities refer to the level of responsibilities

that the employee has assigned to their position from time to time.

Work areas: Work areas are those areas used constantly or from time to

time for the performance of work in the financial services industry.

Range of Variables

Relevant health and safety legislation/ guidelines include:

Commonwealth and State health and safety (including OH&S) legislation and procedures

Relevant health and safety documents include: internal documents relating to health and safety practices and

procedures, implementation, updates and legislation

external documents relating to health and safety practices and procedures, implementation, updates and legislation

Health and safety procedures: Health and safety procedures are those procedures that

specifically relate to maintaining health and safety in the workplace.

Ergonomic guidelines may specify: the types of equipment used

appropriate furniture

safe usage times

seating posture

lifting posture

visual display unit screen brightness

Hazard warnings and safety signs may include: internationally recognised hazard warning signs and

safety symbols

industry recognised hazard warning signs and safety

symbols

Safe manual handling techniques and safe equipment operation techniques:

Safe manual handling techniques and safe equipment operation techniques are those specified in legislation, company guidelines and procedure manuals.

Evidence Guide






knowledge of Health and Safety legislation, guidelines and procedures

identification (evidence of knowledge) of significant hazards in the workplace

identification (evidence of understanding) of symbols used for Health and Safety signs

demonstrated knowledge of emergency procedures

demonstrated knowledge of safe work practices, including ergonomic requirements

demonstrated ability to recognise and avoid potentially hazardous situations






Underpinning knowledge includes: knowledge of Health and Safety legislation and procedures

knowledge of safe work practices

knowledge of hazard signs and safety symbols

knowledge of communication techniques

Underpinning skills includes: application of safe work practices

basic interpersonal and communication skills

referral skills

Evidence Guide Key competencies: These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices. Communicat

ing ideas and

information



Planning and



Using mathematical


Solving problems

Using technology

1

1

1

1

1

1

1


FNBFS06B RESOLVE CUSTOMER COMPLAINTS Stream: ACCOUNTING National code: FNBFS06B Unit Description: This unit covers the competency to take corrective action

required in the resolution of customer complaints by self/others.


1 Identify customer complaints/dispute

Nature of complaint is established by listening, questioning and confirming needs of customer

Rapport with customer is established by displaying empathy towards customer’s needs

2 Record

complaint/dispute

Documentation to describe complaint is recorded accurately and in simple language

Any further documentation required to support complaint is prepared

Complaint is verified with customer to ensure it has been recorded accurately

3 Refer complaint/dispute a) Complaints that require referral to other personnel or

external body are identified b) All documentation and the investigation report are

forwarded promptly c) Follow-up with appropriate personnel to gain a prompt

decision is undertaken

4 Implement corrective Procedures to resolve customer complaints are authorized,

Element Performance Criteria action policy regarding customer complaints

actioned, or referred to appropriate personnel according to organisation’s policies and procedures Customers’ special needs are satisfied in accordance with organisation’s policies and procedures Operational information is provided to appropriate personnel in order to facilitate customer service planning Service standards are monitored to ensure corrective action policy in regard to customer complaints is implemented Current practices and policies regarding customer service issues that may affect the operation of the organizational unit are referred to management


5 Process complaint/dispute

Complaints/dispute is processed in accordance with dispute resolution procedures established under company policy, legislation or codes of practice Necessary reports relating to the complaint are obtained Decision made takes into account applicable law, company policy, codes and any relevant considerations A register of complaints/disputes is maintained Customer is informed of outcome of investigation

6 Follow-up Customer service is informed of the outcome of the referral Any further action is discussed with appropriate personnel and customer to ensure satisfaction

Range of Variables

Nature of complaint/dispute may include:

service or product

people and/or service

error in written information such as brochures or quotations

a complaint ranging from these can be handled quickly by desk staff through to other situations where customer is irate and the solution requires an employee with appropriate skills

Documentation may include:

complaint records

supporting statements

claims

policies

contracts

prospectus

terms and conditions Appropriate/other personnel may include: supervisors

managers

dispute resolution officer Organisation’s policies and procedures may include: legislative

code of conduct

and/or other relevant customer service standards

Range of Variables

Relevant legislation Consumer

Consumer Credit Note

Privacy Act

National Health Act

Private Health Insurance Act

Codes of Practice

Competition

ACCC Guidelines

Trade Practices Act

Prudential

Financial Industry Code

Credit Reference Association of Australia

Electronic Funds Transfer

Code of Conduct

Financial Transaction Reports Act

Bills of Exchange Act

Cheques and Payment Orders Act

Evidence Guide

The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range of Variables Critical aspects of evidence

thorough checking of complaint details

sound knowledge of relevant legislation and codes of conduct

strong communication skills in dealing with customers

understanding of dispute resolution procedures

ability to use relevant data entry and other office equipment




Underpinning knowledge knowledge of policies and procedures in regard to customer

service, staff supervision and organization/branch appraisal system

knowledge of policies and procedures in regard to customer complaints about individual staff or products

knowledge of appropriate lines of communication to staff and management

knowledge of interpersonal communication techniques

knowledge of organization Quality Assurance procedures in relation to grievances and corrective action

knowledge of disciplinary and grievance procedures

knowledge of available products and services

knowledge of information technology

knowledge of customer service

knowledge of customer relations

knowledge of working environment

introductory knowledge of the Financial Services industry

introductory knowledge of business communication

introductory knowledge of business law

Underpinning skills keyboard skills

interpersonal skills

problem solving skills

listening skills

ability to prioritise tasks

verbal and written communication skills

referral skills

Evidence Guide

Specialised resources required for training and assessment include:


system which facilitates recording of trainees’ profiles and progress


Key competencies: These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices. Communicat

ing ideas and

information



Planning and



Using mathematical


Solving problems

Using technology

2

2

1

2

1

2

1


Date post:	21-Feb-2021
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