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. Represent Business Transaction Centre

1.1 Recognise and communicate role and purpose of BTC in providing services to local community and its relationship to organisation in which it is hosted to clients

1.2 Develop and maintain knowledge of relevant range of products and services

1.3 Effectively maintain documentation and promotional material about range of services facilitated by centre to ensure accessibility, accuracy, currency and quality

1.4 Access relevant contact people, hotline phone numbers and websites of services supported by centre to provide support and clarify service queries

2. Identify client service and information needs

2.1 Provide timely and courteous responses to client requests and queries

2.2 Refer requests for information, advice, products or services that fall outside centre’s level of authorisation or capacity to relevant service provider or agency for resolution

2.3 Provide help and assistance to clients to ensure full and accurate completion of documentation or transaction forms

3. Process client transactions

3.1 Check information or forms provided by clients for accuracy and completeness

3.2 Follow processes and protocols to maintain privacy of client information in line with centre’s established standards

3.3 Complete transactions in timely and accurate manner using protocols and processes of centre

3.4 Maintain accurate client transaction details and report as required for each service provided on behalf of another agency

3.5 Routinely conduct accurate reconciliation of monies received with transaction records

3.6 Respond to client queries or complaints in courteous and timely manner using required protocols and processes

4. Provide support and service information to clients

4.1 Provide professional and confidential assistance and advice to clients

4.2 Efficiently and effectively conduct bookings for appointments with other professionals or service providers using standard operating procedures

4.3 Provide clients seeking skill development and assistance to access full range of services offered by centre with courteous, accurate and timely support

Skill 

Performance Criteria 

Description 

Reading

1.2, 1.3, 1.4, 3.1

• Accesses and analyses key features of information from a range of sources to address specific criteria and determine requirements

Writing

1.1, 1.3, 1.4, 2.1-2.3, 3.3, 3.4, 3.6, 4.1-4.3

• Records and prepares information using appropriate formats and structures for the audience and purpose
• Uses clear and concise language, incorporating correct spelling, grammar and terminology to convey accurate information

Oral Communication

1.1, 1.4, 2.1-2.3, 3.4, 3.6, 4.1-4.3

• Participates in verbal exchanges of information using language, tone and pace appropriate to the audience and purpose
• Uses collaborative and inclusive techniques, including active listening and questioning, to obtain required information and confirm understanding with a range of personnel

Numeracy

2.3, 3.1, 3.3, 3.4, 3.5

• Uses mathematical equations to perform calculations and check the accuracy of financial and numerical information

Navigate the world of work

1.2, 3.2, 3.3, 3.6

• Recognises and follows business rules and protocols, and meets expectations associated with own role
• Develops and maintains the product and organisational knowledge required to perform own role

Interact with others

1.1, 1.4, 2.3, 3.6, 4.3

• Actively seeks out and engages others to support the goals of the business
• Provides content specific instruction and guidance at a level and in a manner that is appropriate for the audience
• Adapts personal communication style to show respect for the values, beliefs and cultural expectations of others

Get the work done

1.1-1.4, 2.1-2.3, 3.1-3.6, 4.1-4.3

• Identifies issues that have the potential to impact on client services and develops options to resolve these issues when they arise
• Plans, organises and sequences workflow to ensure optimal and timely outcomes for the organisation and clients
• Embeds quality control and continuous improvement actions into day-to-day work to maintain and develop client service
• Takes responsibility for decisions within own role and refers matters as appropriate to relevant authorities
• Uses a range of digitally based technologies, software packages and internet-based information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

FNSBNK403 Provide services in a Business Transaction Centre

FNSBNK403A Provide services in a Business Transaction Centre

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

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