Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Manage relationships with small business customers

1.1 Contribute to development of service strategy for small business customers

1.2 Analyse current usage patterns of small businesses within portfolio and identify effective service and product options

1.3 Access and update databases to support management of portfolio to ensure availability of consistent and accurate information

1.4 Conduct campaigns targeted to small business portfolio in manner which meets organisation’s standards and timeframes

1.5 Contribute to reward and recognition strategies to build customer loyalty and deliver to customers

2. Provide service to portfolio of small business customers

2.1 Administer portfolio of small business customers using business rules and processes of financial services organisation, and deliver services to standard specified for small business customer segment

2.2 Undertake effective and personalised communications including telephone, email, mail or personal contacts within designated organisational service standards

2.3 Refer customer service needs that cannot be met within delegated authority for resolution to appropriate personnel within organisation in timely and effective manner

2.4 Coordinate and follow up service delivery to ensure customer satisfaction and to provide effective and efficient single point of contact for customers within portfolio

3. Provide high level and tailored small business banking solutions and service

3.1 Ascertain and evaluate customers’ business banking needs

3.2 Identify products to manage business cash flow and negotiate, model and sell rates

3.3 Identify, model and sell products to support needs of small business relating to financial transactions, borrowing, leasing and wealth management

3.4 Identify and implement banking services that assist with efficient management and statutory reporting of small business

3.5 Coordinate resolution of service faults or concerns

4. Evaluate and report outcomes

4.1 Report against targets using standards, protocols and procedures

4.2 Analyse exception or feedback reports and rectify problems

4.3 Review product and service offering targeted to small business customer segment and recommend solutions for improvement to management

Skill 

Performance  Criteria 

Description 

Reading

1.1, 1.3, 4.2

• Analyses complex textual information from a range of sources and relates specific aspects of information to requirements

Writing

1.3, 1.5, 2.2, 2.3, 2.4, 4.1, 4.3

• Develops material to a specific audience using appropriate formats and structures to present information logically
• Uses clear and detailed language, incorporating correct spelling, grammar and terminology, to convey accurate, customised information and recommendations

Oral Communication

1.5, 2.2, 2.3, 2.4, 4.1, 4.3

• Participates in verbal exchanges of information, clearly articulating recommendations using language, tone and pace appropriate to the audience and purpose
• Uses active listening and questioning techniques to elicit the views and opinions of others and to confirm understanding

Numeracy

1.2, 3.2, 3.3, 4.1

• Uses mathematical equations to perform calculations and comparisons of financial and numerical information

Navigate the world of work

2.1, 4.1

• Recognises and follows business rules and protocols, and meets expectations associated with own role

Interact with others

2.2, 2.3, 2.4

• Recognises the importance of building rapport to establish and maintain effective working relationships
• Adapts personal communication style to show respect for the values, beliefs and cultural expectations of others

Get the work done

1.1-1.5, 2.1-2.4, 3.1-3.5, 4.1-4.3

• Plans strategies and activities to meet the needs of customers and grow the business
• Monitors actions against goals and adjusts future activity to improve outcomes
• Adopts efficient and effective organisational and time management skills to sequence tasks, meet timelines and arrange meetings
• Analyses information and data in reports and from research to develop ideas and solutions that meet customer needs
• Identifies issues that have the potential to impact on small business customer services and develops options to resolve these issues when they arise
• Uses a range of digitally based technologies and software packages, including spreadsheets, databases and the internet

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

FNSBNK401 Coordinate a small business customer portfolio

FNSBNK401A Coordinate a small business customer portfolio

Updated to meet Standards for Training Packages

Rewritten and combined performance criteria

Equivalent unit

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.