RPL Assessor Kit - Velg Training1).doc · Web viewdocuments you have produced that show you can use software eg. letters, memos, spreadsheets copies of equipment maintenance registers

RPL Assessor KitFNS30104Certificate III in Financial ServicesEditable versionSkills First RPL Assessor Kits are developed by the State of Queensland (Department of Education, Training and the Arts) and are based on the Skills First philosophy of providing client focussed, streamlined, and flexible RPL.

The State of Queensland (Department of Education, Training and the Arts) is the copyright owner of material contained within the original RPL Assessor Kit.

Permission is given to Registered Training Organisations to use, reproduce and adapt this RPL Assessor Kit for their organisation’s RPL assessment purposes, provided such use, reproduction or adaptation is for non-commercial purposes.

The State of Queensland (Department of Education, Training and the Arts) disclaims any liability for any damage resulting from the use of the material (in either original or modified format) and will not be responsible for any loss, howsoever arising, from use of, or reliance on this material.

The original version of this RPL Assessor Kit is available free of charge athttp://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html

If you would like any further information, please email [email protected]

mailto:[email protected]

http://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/index.html

RPL Assessor KitFNS30104 Certificate III in Financial Services

HOW TO USE THIS RPL ASSESSOR KIT

This RPL Assessor Kit is divided into sections to allow you to easily access only those sections you require at any given time. These sections are:

SECTION A – Assessor Information

You need to read this information before conducting an assessment. It outlines the intent and processes surrounding this RPL assessment and how it differs from assessment undertaken following formal training.

SECTION B – Candidate Information and Application Forms

You give this information to the candidate. It tells them about the assessment process as well as containing simple forms for the applicant to fill out. From the information provided by the candidate on these forms, you will be able to gain a general understanding of the skills and experience the candidate may have, as well as potential referee contacts.

SECTION C – Competency Conversation

You use this section to determine and record candidate competence via a competency conversation. In other words, these questions guide your conversation with the applicant and assist in your assessment of their competence. The notes you take about this conversation are important evidence for assessment.

SECTION D – Practical Tasks and Observation Recording Sheets

You use this section to assess competencies through a practical demonstration of the candidate’s skills. It contains practical tasks/scenarios on the outcomes required to determine competency and a place to record your observation. The notes you take are important evidence for assessment.

SECTION E – Resources for Practical Tasks

You use this section to access required resources for performing practical tasks and scenarios.

SECTION F – Third Party Verification

You give this section to the referees to confirm the candidate’s skills and experience in this qualification/occupation. The referees may fill out the appropriate form and return to you to confirm your judgement. You may be able to complete this part of evidence gathering in person while at the workplace.

SECTION G – Assessment Tables

You use this table as a reference tool to see at a glance how units/elements of competency are assessed within the tool. All the elements and performance criteria within the competency units are cross-matched in this table with a corresponding assessment question/task/scenario. This allows you to validate the assessment process against the qualification.

Editable version Page 2 of 92


SECTION AAssessor Information

It is VITAL you read this information prior to commencing your RPL assessment. It provides generic information on assessment, as well as an overview of this streamlined RPL assessment process.



ADVICE FOR ASSESSORS

This RPL Assessor Kit streamlines the RPL assessment process for FNS30104 Certificate III in Financial Services by taking a practical approach to RPL and increasing the use of on-site questioning and observation. This will assist in developing a “picture of the candidate’s skills and knowledge”. This picture can then be compared with industry standards enabling a determination of whether the candidate has achieved the required outcomes.

IMPORTANT ASPECTS TO REMEMBER:

A sound knowledge of assessment and the qualification is essential

It is important to have a good understanding of the competencies and qualification/s appropriate to the candidate’s goals.

Assessing a single unit of competency is rarely cost or time effective. Where possible, effort should be made to assess several units at the same time taking advantage of any commonality in content. This means looking at the whole picture of a particular job role as it happens in industry and assessing holistically. This saves valuable time in the assessment process.

Assessment involves judgement

This tool encourages the use of a “competency conversation” to maximise the candidate’s opportunities to demonstrate competence. This is NOT an oral exam. It is about using the two or three holistic questions provided to start a conversation with the candidate which draws out their actual individual experiences and relevant skills. In other words, it is about the assessor probing the candidate through a conversation to draw out further information on the candidate’s experience which may not be forthcoming due to nerves or confusion over technical terminology.

The tool also provides observable tasks to allow candidates to demonstrate skills.

Authentication/verification is integral to RPL assessment

It is critical information gleaned from the interview and observation be confirmed with those who can vouch for the candidate’s skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough that it is essential assessors take careful notes to back up and record their judgement.

Recording assessment is critical

Keep careful records of all aspects of conversations, skills demonstration or documentation viewed that support the claim of prior learning. Remember – the record is the document that makes sense of the assessment and why a particular judgment was made. Keeping detailed notes about the candidate’s response is vital, as is the rationale for judgement.

The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations.

Assessor summaries and other quality assurance documentation from your own Registered Training Organisation will also be required. For examples of assessment summary documentation, please see Assessment Guide Number 1: Training Package Assessment Materials Kit:http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm

To access further information on the principles assessment and dimensions of competency, you can visit Assessment Guide Number 1: Training Package Assessment Materials Kit.


http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm





To access further information on the Australian Qualifications Framework, you can visit:http://www.aqf.edu.au/


http://www.aqf.edu.au/



COMPETENCIES IN THIS RPL ASSESSMENT TOOL

FNS30104 CERTIFICATE III IN FINANCIAL SERVICES

CORE UNITS

Unit Code Unit Title Questions Practical

FNSICIND301A Work in the financial services industry

FNSICGEN301A Communicate in the workplace

FNSICGEN302A Use technology in the workplace

FNSICGEN304A Apply health and safety practices in the workplace

ELECTIVE UNITS

Unit Code Unit Title Questions Practical

FNSICGEN303A Work with others

FNSICGEN305A Maintain daily financial/business records

FNSICCUS301A Respond to customer enquiries

FNSICCUS302A Process customer complaints

FNSICACC301A Administer accounts payable

FNSICACC302A Administer financial accounts

FNSICACC303A Prepare, match and process receipts

FNSICACC304A Prepare and bank receipts

FNSICACC305A Process payment documentation

FNSICACC306A Process journal entries

FNSICACC307A Reconcile and monitor accounts receivable

FNSCRDT301A Process applications for credit

FNSCRDT302A Assess applications for debt finance

FNSCRDT303A Monitor and control accounts

FNSRETA301A Provide customer service in a retail agency

FNSRETA303A Monitor and manage transactions



OVERVIEW OF RECOGNITION PROCESS

This kit has been developed to streamline the application for recognition of prior learning.


GAP TRAINING (ONLY IF

REQUIRED)

APPLICATION

PRACTICAL ASSESSMENT

COMPETENCY CONVERSATION

INTERVIEW and DOCUMENT REVIEW

ISSUE QUALIFICATION- RTO


RPL ASSESSMENT PROCESS FLOWCHART FOR ASSESSORS


Step 1:Analyse the application.

Identify links between any documents applicant provides

and competency units.Identify any key questions for

competency conversation.

Step 5:Identify any practical activities required to confirm competency

Observe practical activity

Step 7:Identify areas where 3rd party

verification is needed and inform candidate.

Confirm / Verify 3rd party reports

Step 3:Conduct competency

conversation

Step 2:Record results of analysis in table

at end of application

Step 4:Complete the Record of

Conversation sheets during the competency conversation

Step 6:Complete Practical Assessment

Tasks Observation Sheets

Step 8:Receive completed Third party

reports

* Remember RPL assessment is an accumulative process of collecting evidence.

Complete assessment sign off & file documentation.

Issue qualification / advise of gap training as appropriate

Assessment Activity Record keeping Activity


STEPS IN THE RPL PROCESS

1. Complete application

The candidate completes the application forms in SECTION B. It is important candidates provide as much information of their previous experience in the financial services industry as is available.

Documents that may be available include but are not limited to:

General employment documents

brief CV or work history position descriptions performance appraisals certificates/results of assessment details of in house courses, workshops, seminars, orientation or induction sessions references/letters from previous employers/supervisors any other specific documentation that may demonstrate industry experience (see

Section B for specific suggestions to candidate)

Candidates also need to provide contact details for one or two referees who can confirm their industry skills in context and over time.

To have skills formally recognised under the Australian Qualifications Framework, you must ensure the candidate’s skills meet industry standards.

2. Interview about candidate’s documentary information

Review the information provided by the candidate and arrange a time for both you and the candidate to discuss. Begin alignment of documentation and skills to the following qualification:

FNS30104 Certificate III in Financial Services

The candidate will have the opportunity to discuss and identify previous experience with you. The available documents are step one in collecting information and you will need to determine which units of competency, if any, are fully covered at this stage. You use your own or your RTO’s assessment recording forms to record this stage of the assessment.

There may be instances where the candidate has little, or no, documentary information of industry experience. This is not a barrier to gaining recognition. This will just require you to rely on the questioning, practical assessment and referee validation phases of the RPL process.



3. Questions for the Competency Conversation

The bank of questions in SECTION C is the next phase in collecting evidence for the RPL process. The questions are designed to enable you to have a “competency conversation” with the candidate to further gain evidence of their past experience. REMEMBER, the primary focus is on the candidate’s experience.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise the question to the candidate’s particular work situation. The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. You should read the “industry requirements” of each competency before the candidate answers the questions posed. You may also target the assessment to those aspects that present the greatest risk in the industry. Questions are aligned with the relevant unit/s of competency in SECTION G.

It is not intended every question for all competencies is asked, only those competencies the initial interview about the candidate’s documentary evidence has failed to fully address. The question bank covers most but not all units in the kit. Units without questions are covered in the practical assessment/scenario section.

4. Practical assessment tasks

It is important that you use both Steps 3 (Questioning) and 4 (Practical Assessment) in doing this assessment. The RPL process is a streamlined RPL process which does not rely solely on practical assessment but uses a combination of questioning and practical to provide evidence of candidate competence.

This is the third phase in collecting evidence. A practical skills test is then conducted by you at the candidate’s workplace or another suitable venue. Appropriate permission must be sought before entering workplaces.

This is a further opportunity for candidate to demonstrate competence. It is expected the practical assessment will comprise only those competencies the candidate is still unable to demonstrate knowledge/experience in after documentary review and questioning have been applied. These assessments contain the practical skills and application of knowledge for the qualification. A number of holistic practical assessments are included in this kit (SECTION D) to assist you with tasks suitable for observation on the job.

You decide if the response to questions and practical assessment tasks fulfils the requirements of the standard and may choose to pursue the issue further for a determination to be made. The assessment is a conversation/observation, not an exam, and you are encouraged to assist candidates to focus responses toward relevant issues.

Assessing through observation and questioning, particularly on the job, will speed up and streamline the RPL assessment process.

NOTE: Where candidate’s documentation and questions meet the assessment requirement, it is still strongly recommended the candidate undertake one practical assessment so you are confident in making a judgement of “competent”. The practical assessment selection should be negotiated between you and the candidate.

Recording sheets for candidate information, questioning and the practical assessments have been included in SECTION D. You may use other recording mechanisms provided these also keep a



complete record of assessment and justification of judgement. Candidate responses, observations of skills demonstrated and documents presented as evidence must be noted in enough detail so anyone external to the process (e.g. a fellow assessor, auditor, lawyer, etc) can read the record and retrace your judgement.

5. Gap training

RPL is an assessment process designed to show areas of competence and to identify IF a candidate has gaps in skills and knowledge against a whole qualification.

Not all candidates will have skill/knowledge gaps.

If a candidate has skills gaps, a pathway to complete training in the outstanding units can be negotiated to assist the client to gain the full qualification.



EVIDENCE REVIEW

Recognition of prior learning outcomes (both Granted and Not Granted) are now funded nationally and as such will be included in National AVETMISS audits. NCVER have stipulated evidence recording requirements for RPL assessments as a minimum requirement for passing an AVETMISS audit. The following “Evidence Review” proforma has been approved by NCVER as covering AVETMISS audit requirements for RPL recorded outcomes. It also gives you an opportunity to track a student’s assessment progress at a glance.

It is expected that this “Evidence Review” summary sheet (or similar) would be attached to each participant’s evidence compiled during the RPL assessment process.

(Place a tick in the appropriate evidence collection method column for each unit of competency. Place a line through those units not examined as part of this RPL assessment.)

Unit Code Unit Title

Que

stio

ns

Prac

tical

Doc

umen

ts

3rd P

arty

R

epor

t

Oth

er

evid

ence

CORE UNITS





ELECTIVE UNITS

















Assessor’s Name:

Assessor’s Signature:

Date:



SECTION B

Candidate Information and Application Forms

You give this information to the candidate for them to read about the RPL process and to complete the appropriate forms.



WHAT DOES IT MEAN TO BE RECOGNISED IN THE FINANCIAL SERVICES INDUSTRY

Certificate III in Financial Services is a qualification that is recognised by the Financial Services industry to cover various roles within this field.

Working in the Financial Services industry is extremely rewarding with many opportunities in various positions within an organisation. These may include a payroll officer, accounts clerk, or work in office administration. These roles have many responsibilities and are considered important within the organisational network. They form part of a team to ensure the successful running of a business.

The Certificate III in Financial Services comprises 4 core units and 9 electives, all of which must be completed – a total of 13 units of competency.

To gain the compulsory units for the certificate you need to be able to demonstrate that you can currently do or possess the following:

a sound working knowledge of relevant legislation and codes of practices for the financial services industry to ensure compliance;

sound knowledge of organisational and industry policies and procedures;

ability to read and input data accurately using relevant technology;

respond to customer enquiries and customer complaints;

sales and service;

maintaining financial records;

performing clerical duties;

applying fundamental skills in broking, distribution, banking, credit management and retail financial services.

“If you are doing these roles in your job, then don’t write off your skills – consider getting them recognised”.



TIPS AND HINTS TO HELP YOU PREPARE FOR RECOGNITION

To have skills formally recognised in the national system, assessors must make sure you have the skills and knowledge to meet the industry standard. This means you must be involved in a careful and comprehensive process that covers the content of all unit/s or qualification/s you can be recognised for.

Assessment happens in a variety of ways. Being prepared can save you valuable time and hassle and make the recognition process stress-free for you.

Here are some tips and hints for you:

1. Be prepared to talk about your job roles and your work history. Bring a resume or jot down a few points about where you have worked, either paid or unpaid, and what you did there.

2. Bring your position description and any performance appraisals you have from any financial services offices you have worked in.

3. Consider the possibilities for workplace contact. Are you in a workplace that is supporting your goal to get qualified? Would you feel comfortable to have the assessor contact your workplace or previous workplaces so your skills can be validated?

4. Think about who can confirm your skill level. Think about current or recent supervisors who have seen you work in the past 18 months and will be able to confirm your skills. The assessor will need to contact them. You may also have community contacts or even clients themselves who can vouch for your skill level.

5. Collect any certificates from in-house training or formal training you have done in the past.

6. You can speak with training organisation about other ways you can show your skills in the financial services industry. These could be letters from employers, records of your professional development sessions, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as they don’t show client details) or other relevant documents.



STEPS IN THE RPL PROCESS

Step 1 – Provide information of your skills and experience

Complete the attached forms and provide as much information of your previous experience in the financial services industry as you can. This is your first opportunity (and not the last) to provide proof of your variety of experience in the industry. Here you can supply examples of your work history which could include:

General employment documents

brief CV or work history position descriptions certificates/results of assessment details of in house courses, workshops, seminars, orientation or induction sessions references/letters from previous employers/supervisors

Workplace documents (NB: please block out any confidential client information)

task sheets / job sheets documents you have produced that show you can use software eg. letters, memos,

spreadsheets copies of equipment maintenance registers you have completed (eg. organising printer

repairs and service, equipment log books) cash balancing and reconciliation forms you have completed documents showing how you reconciled debtors, accounts receivable aged debtor reports you have generated and actioned batch control sheets for data you have input into an accounting package customer complaints you have responded to and resolved journal forms you have written up, including any calculation sheets and supporting

documentation reconciliation sheets for end-of-day cash balancing processes you have completed file notes or memos showing advice and assistance you have provided to clients any other documentation that may demonstrate industry experience

Depending on the industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process.

You will also need to supply contact details of one or two work referees who can confirm your skills in the industry.

Step 2 – Conversation with Assessor

An assessor will review the information you have provided (usually with you) and begin to match up your skills to the units/subjects in the qualification. At this point, you will have the opportunity to discuss and identify your previous experience with the assessor who will understand your industry experience and conduct a competency conversation with you. You will be required to answer financial services industry related questions to identify your current skills.



Step 3 – Practical demonstration of your skills

The assessor will conduct a practical skills test at your workplace (if appropriate) or at another suitable venue. This, again, is an opportunity to demonstrate your level of competence. This assessment will be focussed on skills that are required in the qualification. Your assessor will identify the skills that he/she will want you to demonstrate.

Further steps

After the assessment, your assessor will give you information about the skills that have been recognised and whether you have gained the full qualification. If you do have skill gaps, these may be addressed through flexible training.



APPLICATION – Self Assessment QuestionnaireFNS30104 Certificate III in Financial Services

Candidate Name: Date Completed:

Please identify your level of experience in each competency.

Unit Code Unit Title I have performed these tasksFrequently Sometimes Never

CORE UNITS





ELECTIVE UNITS

















Candidate Signature: Date:



RPL APPLICATION FORM

Applicant Details:

1. Occupation you are seeking recognition in

2 Personal Details

Surname

Preferred Title (Mr, Mrs, Ms, Miss)

First Name/s

Any other name used

Home Address

Postal address if different from above

Telephone Numbers Home: Work:

Mobile: Fax:

Date of Birth / /

Gender MALE / FEMALE Age

Are you a permanent Resident of Australia

YES / NO

3 Current Employment

Are you currently employed?

If Yes, in which occupation are you currently employed?

Who is your current employer?

YES / NO

………………………………………………………

……………………………………………………….

4. Armed Forces details (If Applicable)

Branch of Service

Trade classification on discharge



5. Further Training

Have you undertaken any training courses related to the occupation applied for?

YES / NO

If Yes

What occupation were you trained in?

Training completion Date (month, year)

Country where you trained

Name of course and institution (if applicable)

6. Is there any further information you wish to give in support of your application

7. Professional Referees (relevant to work situation)

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………



APPLICANT EMPLOYMENT HISTORY FORM

Name, Address and Phone number of

Employers

Period of Employment(DD/MM/YYYY)

Position Held Full Time Part-time

Casual

Description of Major Duties

From To

1.

2.

3.

4.

Attach additional sheet if required

If you are including documents in your application, please provide a brief description below

Document Description(e.g. resume, photos, awards etc)

Office Use Only – Assessor to use this section to align documents to specific units of competency and identify key questions for competency conversation

Declaration

I declare that the information contained in this application is true and correct and that all documents are genuine.

Candidate Signature: Date



SECTION C

Competency ConversationThis section assists the assessor in documenting the competency conversation.

Do NOT give this section to the candidate.

Once you have assessed the candidate’s documentary information and determined which competencies you still require more information/evidence on, you use the question bank and Record of Conversation sheets in this section to document evidence of past experience. It is not intended that every question for all competencies be discussed during the conversation, only those competencies the initial documentary review has failed to fully address.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise or rephrase the suggested question to the candidate’s particular work situation. The questions are not intended to be a formal ‘script’ for the assessor to follow, but to provide guidance in exploring the range of the candidate’s skills, knowledge and experience in performing a particular task or function.

The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. In doing so, you are making a statement of fact about what you hear the candidate say during the competency conversation. Use the Comments section to provide further detail about the context of the discussion or briefly outline any examples discussed by the candidate. You may also use the Comments section to make a brief analysis of the responses or summary judgements about the quality of the candidate’s responses in relation to the requirements of the competency standard.

Remember, the notes you take about this conversation are important evidence and should be retained in the candidate’s assessment record.



QUESTION BANK

Note to Assessors: Refer to “Record of Conversation” sheets

Unit of Competency

Question

FNSICIND301AWork in the financial services industry

1: Discuss your understanding of industry legislation and codes of practice that you apply in your workplace and explain how they affect your daily work tasks.

2: Discuss an administrative task you completed at work and how you applied related company policies and procedures.

3: How do you ensure the quality of your work in order to meet company and industry standards?

FNSICGEN301ACommunicate in the workplace

4: Provide an example of a message you have taken for a work colleague and how you passed the message on.

5: Using a task you completed at work as an example, what communication skills did you use to complete the task?

6: How have you minimised issues and difficulties that may have occurred because of workplace misunderstandings due to cultural or personal differences?

7: What types of informational documents do you routinely access to complete your work? How do you file completed work records in your organisation?

FNSICGEN302AUse technology in the workplace

8: When using software or accounting systems, how have you resolved any program difficulties you encountered?

9: Describe how your organisation stores data electronically, and what security measures are in place to protect that data.

10: Describe three (3) pieces of technology you use in the workplace and explain how you maintain that technology.

FNSICGEN304AApply health and safety practices in the workplace

11: Describe a hazard you have identified in your workplace and what you did to control or remove the hazard.

12: Explain how you apply safe work practices in your immediate work area.

13: What are some of the ergonomic practices you routinely apply when using computers?

14: Describe your workplace emergency evacuation procedures. (Assessor prompts: What are the different building alarms? Where is the nearest exit? What is the evacuation route? Where is the congregation point? Who are the key personnel eg. floor wardens, safety officers? When was the last fire drill / evacuation drill?)

FNSICGEN303AWork with others

15: Discuss a task or project you completed as part of a group/team and how you managed yourself in the process.

16: How have you contributed to changes and improvements in your team or organisation?

FNSICGEN305AMaintain daily financial/business records

17: Discuss the steps you have taken to prepare and process four (4) different financial documents in your workplace.

18: How do you ensure accuracy of records?



Unit of Competency

Question

FNSICCUS301ARespond to customer enquiries

19: In line with your scope of responsibility, discuss a customer enquiry you have handled and how you were able to help them.

20: What details did you require from the customer in order to process their enquiry and how did you record them?

FNSICCUS302AProcess customer complaints

21: In line with your level of responsibility, discuss a customer complaint you have handled and how you processed the complaint.

22: How do you handle a complaint not within your scope of responsibility?

FNSICACC301AAdminister accounts payable

23: Explain what a creditor is and how you enter them in your workplace accounting system.

24: After entering the account, what steps were taken to process an account for payment? Describe the process you follow for processing and entering accounts payable, from the receipt of the invoice to the payment.

25: Discuss a situation where you have reversed an accounts payable entry, or processed an adjustment note or credit memo. What is the difference between reversing an entry, and processing an adjustment?

26: How do you manage outstanding accounts payable to ensure the good business standing of your organisation with creditors?

FNSICACC302AAdminister financial accounts

27: Explain how you process a customer payment and reconcile the accounts in your workplace?

28: Describe the customer details required to administer accounts and how you keep them up to date.

FNSICACC303APrepare, match and process receipts

29: In preparing, matching and processing receipts, what types of receipts do you deal with in your workplace and what system do they go in to?

30: Discuss the steps you have taken to prepare and match these receipts.

31: How did enter the receipts and what did you do with the paperwork?

32: Explain how you have processed the following: partial payments, over payments, and unidentified payments.

FNSICACC304APrepare and bank receipts

33: Explain the steps you have taken to prepare and bank receipts

34: What cash security procedures have you followed, and why is it important for business to manage the handling of cash and reconciling cash?

FNSICACC305AProcess payment documentation

35: Describe the steps you have taken to process payment documents.

36: What types of documentation/facilities do you process in your workplace and what system do they relate to?

37: Discuss a situation where you discovered anomalies in payment data on the accounting system. How did you investigate and resolve the anomaly.



Unit of Competency

Question

FNSICACC306AProcess journal entries

38: In processing a journal entry, what have you checked, verified and prepared before entering the data?

39: After entering and allocating the data, how did you check your accuracy?

40: What are some of the typical processing errors you have encountered when processing journals?

41: Explain your experience in using accounting software to process a range of different journals eg. accrual journals, recurring journals, uploading journals from spreadsheets or flat files.

FNSICACC307AReconcile and monitor accounts receivable

42: How have you identified bad or doubtful debt when reviewing accounts receivable? What are your organisation’s recommended collection actions for each aging bracket?

43: What action have you taken to recover debt?

44: Describe how you have been involved in the process to write off a debt. What information did you include in report when advising management of the situation?

FNSCRDT301AProcess applications for credit

45: Describe how you have processed an application for credit from a customer enquiry.

46: Explain your company’s credit policy.

47: What level of security is required against a credit application?

48: Discuss a time when you had to investigate inconsistencies on a customer’s application for credit.

FNSCRDT302AAssess applications for debt finance

49: How have you assessed the level of risk involved with providing a customer debt finance?

50: What details did you require on the application to make such an assessment?

51: Explain some of the basic financial indicators and ratios you have used in assessing an application.

FNSCRDT303AMonitor and control accounts

52: Describe company guidelines you have followed for collecting monies due and controlling accounts.

53: Discuss an example of customer who has not met trading terms and how you handled this situation.

FNSRETA301AProvide customer service in a retail agency

54: Describe the products and services your agency offers on behalf of a financial services institute.

55: Discuss how you have processed a customer transaction on behalf of one of these institutes.

56: Discuss a situation where you provided multiple services to a client during one contact.

FNSRETA303AMonitor and manage transactions

57: Describe the functions you have completed to balance cash holdings for your terminal. How did you reconcile receipts?

58: Discuss how you have accounted for voided transactions.



RECORD OF CONVERSATIONFNSICIND301A Work in the financial services industry

CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:

Question 1: Discuss your understanding of industry legislation and codes of practice that you apply in your workplace and explain how they affect your daily work tasks.

Question 2: Discuss an administrative task you completed at work and how you applied related company policies and procedures.

Question 3: How do you ensure the quality of your work in order to meet company and industry standards?

KEY POINTSThe candidate’s response should evidence the following

INDUSTRY REQUIREMENTSThese must be evidenced in the

candidate’s response

Indicate if response addresses KP and IR

COMMENTSRecord other key points and examples from conversation.

Identify whether a practical assessment is warranted.

Question 1Industry guidelines, procedures and legislation

Industry codes of practice

Company policy, guidelines and procedures

Company philosophy, values and objectives

Identifies legislation and code of practice

Undertakes work task – customer service, reception duties, administration support, call centre work

Applies legislation/code of practice

Seeks assistance as required

Completes task in line with legislation/code of practice

Question 2

Undertakes administrative task

Applies appropriate company policy/procedure


Completes task according to company policy/procedure

Question 3

Sequences work efficiently

Follows procedures, work instructions

Complies with legislative and regulatory requirements

Monitors own work output









Uses controlled documents – forms, task checklists, batch control sheets, etc

Completes workplace documentation at each stage of process

Reports errors and inconsistencies

Takes corrective action / resolves issues

Contributes to procedural improvements



RECORD OF CONVERSATIONFNSICGEN301A Communicate in the workplace


Question 4: Provide an example of a message you have taken for a work colleague and how you passed the message on.

Question 5: Using a task you completed at work as an example, what communication skills did you use to complete the task?

Question 6: How have you minimised issues and difficulties that may have occurred because of workplace misunderstandings due to cultural or personal differences?

Question 7: What types of informational documents do you routinely access to complete your work? How do you file completed work records in your organisation?







Question 4Company policy, guidelines and procedures

Anti-discrimination guidelines

Effective communication techniques

Written communication and company documents

Listens to message

Documents message (date, time, name, phone number, problem to be addressed)

Repeats and asks questions (clarifies)

Writes clearly

Passes message to appropriate personRelays message promptly

Checks understanding of message

Question 5

Clarifies and follows instructions

Gains information required for task

Interacts with others as required

Completes correspondence and documents as required

Records information appropriately









Completes task per instructions

Question 6

Respects difference in cultures/customs/personal situations

Practices cultural inclusion

Avoids bias and stereotyping

Adopts a sensitive approach

Uses simple directions and instructions

Considers varying communication techniques for those who are from CALD (Culturally and Linguistically Diverse) backgrounds

Resolves misunderstandings

Uses positive gestures and body language

Question 7

Discusses the various information documents of the organisation (policy, procedures, work instructions, forms, internet)

Discusses organisational procedure for filing and indexing work product (electronic, database, hard copy files, etc)



RECORD OF CONVERSATIONFNSICGEN302A Use technology in the workplace


Question 8: When using software or accounting systems, how have you resolved any program difficulties you encountered?

Question 9: Describe how your organisation stores data electronically, and what security measures are in place to protect that data.

Question 10: Describe three (3) pieces of technology you use in the workplace and explain how you maintain that technology.







Question 8Legislation, regulations, codes of practice

Technical assistance

Computer skills

Operating instructions and manuals

Security procedures

Company policies and procedures

Accesses online help

Calls helpdesk, asks co-workers

Consults training manuals or notes

Question 9

Discusses features of electronic data storage

Security access to electronic data (eg. logon, password, etc)

Secure storage and location of data (eg. air-conditioned rooms)

Virus protection / firewalls

Regular back ups

Question 10

Technology – e.g. computer, printer, photocopier, scanner, telephone, facsimile

Cleans equipment regularly (keyboard, mouse, screen)

Changes toner

Orders consumables if required









Books service if due

Seeks help if required

Follows maintenance schedules

Routinely checks equipment during/after use

Identifies faults and takes required action

Keeps log book up to date



RECORD OF CONVERSATIONFNSICGEN304A Apply health and safety practice in the workplace


Question 11: Describe a hazard you have identified in your workplace and what you did to control or remove the hazard.

Question 12: Explain how you apply safe work practices in your immediate work area.

Question 13: What are some of the ergonomic practices you routinely apply when using computers?

Question 14: Describe your workplace emergency evacuation procedures. (Assessor prompts: What are the different building alarms? Where is the nearest exit? What is the evacuation route? Where is the congregation point? Who are the key personnel eg. floor wardens, safety officers? When was the last fire drill / evacuation drill?)







Question 11Health and safety legislation and regulations

Emergency procedures

First aid procedures

Emergency signs, exists, warnings

Company policies and guidelines

Communication techniques

Identifies hazard

Uses hazard sign

Follows procedures to control or remove the hazard

Applies company health and safety procedures

Reports hazard to designated personnel

Records hazard

Question 12

Follows safe work practices

Follows ergonomic guidelines

Keeps work area clean and free of hazards/obstacles

Uses safe manual handling procedures

Reports unsafe work practices

Supports management in complying to procedures

Participates in emergency/fire drills









Question 13

Workstation height and layout

Chair height, seat and back adjustment

Footrest

Screen position

Keyboard and mouse position

Document holder

Posture

Avoiding radiation from computer screens

Lighting

Question 14

Describes evacuation procedure

Identifies various alarms (alert tone, evacuation tone)

Identifies evacuation route

Identifies exits

Names congregation point

Identifies key personnel



RECORD OF CONVERSATIONFNSICGEN303A Work with others


Question 15: Discuss a task or project you completed as part of a group/team and how you managed yourself in the process.

Question 16: How have you contributed to changes and improvements in your team or organisation?







Question 15Time management and planning

Effective communication

Conflict resolution

Quality standards


Identifies task requirements

Takes on individual responsibilities

Checks own progress within team

Contributes to decision making

Supports in overcoming problems

Manages own work and priorities

Uses appropriate resources to complete task

Completes work on time to meet team objectives

Question 16

Interacts with other to identify problem

Reflects on current practices and recognises where improvements are required in own work area (eg minimising waste, streamlining processes, avoiding duplication)

Offers suggestions

Analyses possible solutions

Contributes to decision making

Manages self within the problem solving process









Supports in implementing change within task

Carries on to complete task with team

Collaborates with team to implement change



RECORD OF CONVERSATIONFNSICGEN305A Maintain daily financial / business records


Question 17: Discuss the steps you have taken to prepare and process four (4) different financial documents in your workplace.

Question 18: How do you ensure accuracy of records?







Question 17Legislation and codes of practice


GST

Privacy and confidentiality

Information technology

Audit requirements

Data security

Information on documents are checked and verified

Information is recorded

Irregularities or questions are referred to nominated person

Banking documents – entered, balance, checked and reconciled

Petty cash – voucher/claim checked, processed, recorded and balanced

Invoices – prepared, checked, corrected and filed

Questions 18

Checks information on document

Entries are checked against original source

Checks balance during process

Reconciles accounts after entering data

Checks discrepancies with appropriate personnel



RECORD OF CONVERSATIONFNSICCUS301A Respond to customer enquiries


Question 19: In line with your scope of responsibility, discuss a customer enquiry you have handled and how you were able to help them.

Question 20: What details did you require from the customer in order to process their enquiry and how did you record them?







Question 19Legislation and regulations

PS146


Company products, policy terms and conditions

Communication skills

Customer relations procedures

Obtains details of enquiry

Researches information suitable to help customer

Develops a suitable response (including any particular information disclosure requirements required ethically or legally)

Communicates response to customer (written or verbal)

Treats customer appropriately

Converses with customer further if required

Checks/follows up customers satisfaction with response

Records details of enquiry

Question 20

Customer enquiry

Customer needs/special needs

Customer details- name/address/contact numbers/financial details/policy number/plan number/account number/etc

Follow up details

Records or updates details on customer file



RECORD OF CONVERSATIONFNSICCUS302A Process customer complaints


Question 21: In line with your level of responsibility, discuss a customer complaint you have handled and how you processed the complaint.

Question 22: How do you handle a complaint not within your scope of responsibility?







Question 21Legislation and regulations

PS146


Company products, policy terms and conditions

Communication skills

Customer relation procedures

Information privacy

Identifies nature of complaint and collects facts

Empathises and shows respect for customer

Documents complaint

Identifies issues for resolution

Investigates the complaint and documents results

Discusses options for resolution to suit customer and company guidelines

Turns complaint into opportunity for improvements

Resolves complaint or refers to appropriate personnel

Documents all details of the complaint and outcome

Question 22

Identifies nature of complaint

Empathises and shows respect for customer

Documents complaint

Explains level of complaint and reasons for referring

Provides full detail to appropriate personnel to handle



RECORD OF CONVERSATIONFNSICACC301A Administer accounts payable


Question 23: Explain what a creditor is and how you enter them in your workplace accounting system.

Question 24: After entering the account, what steps were taken to process an account for payment? Describe the process you follow for processing and entering accounts payable, from the receipt of the invoice to the payment.

Question 25: Discuss a situation where you have reversed an accounts payable entry, or processed an adjustment note or credit memo. What is the difference between reversing an entry, and processing an adjustment?

Question 26: How do you manage outstanding accounts payable to ensure the good business standing of your organisation with creditors?







Question 23Accounting principles

Business law

Legislation and compliance requirements


Business communication

Computer systems

Creditor is a person/company who submits an invoice for payment for products or services supplied

Create new creditor shell on accounting system (input business, address, ABN, bank account details, etc)

Question 24

Checks invoice for discrepancies and rectifies if required

Records creditor details

Encodes and records invoice

Requests authority for payment

Obtains approval for payment

Draws up cheque requisition

Identifies general ledger to draw against

Debits correct account

Prepares and completed creditor payment









Prepares accounts paid report

Question 25

Verifies information on credit note and supporting documentation

Follows same steps as processing invoice

Ensures credit note references original invoice on accounting system

Reversing entries relate to documents already in the system

Adjustment notes refers to accounting entries where new legal documents have been issued eg. Credit Note

Question 26

Receives monthly statement from creditor

Investigates outstanding invoices

Obtains copies of missing invoices and processes according to procedures

Ensures creditor is advised of actions taken to clear the statement of overdue invoices



RECORD OF CONVERSATIONFNSICACC302A Administer financial accounts


Question 27: Explain how you process a customer payment and reconcile the accounts in your workplace?

Question 28: Describe the customer details required to administer accounts and how you keep them up to date.







Question 27Accounting principles including credit management

Business law

Legislation and compliance requirements



Computer systems

Allocates customer payment to correct account

Banks receipts

Makes required billing adjustments

Reconciles accounts

Question 28

Details

Customer file/identification number

Invoice/account number

Customer name, delivery and postal addresses

Customer contact telephone numbers

Payment due and due date

Part payment details and outstanding amounts

ACN numbers

Credit limit

Checks and verifies data on file to recent accounts document before administering

Changes file details immediately at customer request



RECORD OF CONVERSATIONFNSICACC303A Prepare, match and process receipts


Question 29: In preparing, matching and processing receipts, what types of receipts do you deal with in your workplace and what system do they go in to?

Question 30: Discuss the steps you have taken to prepare and match these receipts.

Question 31: How did enter the receipts and what did you do with the paperwork?

Question 32: Explain how you have processed the following: partial payments, over payments, and unidentified payments.









Question 29Accounting principles

Business law

Legislation, acts and compliance requirements


Company policies, procedures and timelines


Transaction and document security

Computer systems

GST requirements

Receipts – cheques, cash, bankers order, postal money order, cash journal entry, direct debits, credit cards, direct drawing, payroll deduction

Systems – investment, loans, cash receipts debiting, assets, commissions

Question 30

Checks receipts against remittance

Records receipt and allocates to correct remittance type

Batches receipts

Advises others as required of total daily receipts

Checks and matches receipts to correct document

Protects security of documents

Notes unmatched receipts and refers on or follows up as required

Question 31

Allocates receipt to chart of accounts

Enters data to system

Matches receipt to system debit

Identifies discrepancies of data and allocation

Seeks advice on solution as required

Updates related system

Reconciles and resolves discrepancies between general ledger and sub systems

Files documents in allocated areas

Traces file according to company system









Question 32

Partial payments > processes payment, but invoice and receipt remain in the open items area of the customers account until the total of the items equal zero

Over payments > may require refund to customer, or wait until raising of further invoice on customer account

Unidentified payments > receipt to holding or suspense account and investigate further



RECORD OF CONVERSATIONFNSICACC304A Prepare and bank receipts


Question 33: Explain the steps you have taken to prepare and bank receipts

Question 34: What cash security procedures have you followed, and why is it important for business to manage the handling of cash and reconciling cash?







Question 33Legislation and compliance requirements




Computer systems

Deposit and banking methods

Security measures

Batches items and matches against original receipt/s

Selects deposit facility

Balances batch with deposit facility without error

Takes security and safety precautions appropriate to banking method

Obtains and files proof of lodgement

Question 34

Count and transfer cash not in view of public

Reduce cash held on the premises to a workable minimum

Remove excess cash to a secure area (posting slot)

Locate cash registers away from doors and keep separated from public areas

Signage indicating operators do not have key to safe

Emergency numbers next to registers

Open cash drawer only while actually being used

Close cash drawer before merchandise is packaged









Cash handlers to avoid other distractions

Lock cash drawer and remove key when not in use

Leave tills open and empty to avoid possible damage by intruders when leaving premises unattended overnight



RECORD OF CONVERSATIONFNSICACC305A Process payment documentation


Question 35: Describe the steps you have taken to process payment documents.

Question 36: What types of documentation/facilities do you process in your workplace and what system do they relate to?

Question 37: Discuss a situation where you discovered anomalies in payment data on the accounting system. How did you investigate and resolve the anomaly.













Computer systems

Systems controls

Security measures

Data entry OH&S and time requirements

Enters and allocates data to correct systems and accounts


Processes/creates payment facility

Confirms authorisation to make payment

Checks information and matches approved document

Follows up on discrepancies

Makes payment within agreed credit arrangement


Notes payment to ensure only one payment is made

Files documents according filing system

Question 36

Payment documentation/facilities – invoices, confirmation of receipt, stop payments, payment requests, delivery dockets, cheque cancellations, batch records, periodic approvals , authorisation slips, signature verifications

Related systems – assets systems, commissions and fees, receivables, reinsurance, holding/suspense accounts, tax related, claims

Question 37

Describes problem (eg. parked documents, posting irregularities, missing field data, errors in data, interface errors with other systems, etc)

Resolves situation within appropriate period

Makes correcting entries if required



RECORD OF CONVERSATIONFNSICACC306A Process journal entries


Question 38: In processing a journal entry, what have you checked, verified and prepared before entering the data?

Question 39: After entering and allocating the data, how did you check your accuracy?

Question 40: What are some of the typical processing errors you have encountered when processing journals?

Question 41: Explain your experience in using accounting software to process a range of different journals eg. accrual journals, recurring journals, uploading journals from spreadsheets or flat files.











Computer systems

Security measures and accurate filing

Accurate data entry

Examines documents (suspense reports/reconciliations) for accuracy, completeness and authorisation

Checks journal is accurate and complete

Prepares journal in timely manner

Seeks authorisation of journal

Question 39

Checks entry and allocation of data during processing

Examines processing report

Reconciles processing report

Adjusts entries as required

Checks again for reconciliation

Question 40

Journal entry incomplete

Debits don’t equal credits

Posting incomplete









Budget not available

Invalid / blocked account codes

Control total errors

Scheduling errors for recurrent journals

System rules prohibit entry

Posting period closed

Question 41

Identifies range of experience with software functionality

Demonstrates knowledge of different types of journals and when they are use

Understands period end processes

Processes reversal journals (beginning of next period, on date specified by user, end of next period, next day, adjustment period)



RECORD OF CONVERSATIONFNSICACC307A Reconcile and monitor accounts receivable


Question 42: How have you identified bad or doubtful debt when reviewing accounts receivable? What are your organisation’s recommended collection actions for each aging bracket?

Question 43: What action have you taken to recover debt?

Question 44: Describe how you have been involved in the process to write off a debt. What information did you include in report when advising management of the situation?












Legal systems and procedures

Computer and communication systems

Security measures

Runs aged debtor report, or similar

Checks receipts entered into accounts receivable

Identifies incorrect entries

Identifies discrepancies between monies owed and paid

Reviews debtor ledger and investigates monies owed – against terms and conditions

Seeks relevant information

Verifies bad or doubtful debt with debtor and reason – dishonoured cheque, ASIC action, banks forgoing overdrafts, closure of business, notices of administration, returned mail, letters from solicitors/accountants, utilities being cut off

Completes appropriate report

Recommended actions may include: second copy of invoice mailed with stamped invoice

“past-due” standard collection letter demanding payment place telephone call to debtor refer to debt collectors

Understands and applies organisational collection procedures

Question 43

Reviews communication with client

Plans recovery action

Recovery action – liaison with client, letters of notice, advice to supervisors/managers/legal office, return of goods, legal action, plaint, dunning letter, letters of









demand without prejudice, third party interventions, summons, write-offs

Question 44

Takes adequate steps taken to collect debt

Makes provisions for doubtful debts

Writes report to management requesting write off. Report may include: debtor details include method taken to collect nature of debt and date incurred measures taken to collect the debt reasons why the debt is deemed uncollectible account balances to be written off recommendations

Obtains approval

Initiates journal entries to expense the bad debt (including provision account adjustments)

Files documentation



RECORD OF CONVERSATIONFNSCRDT301A Process applications for credit


Question 45: Describe how you have processed an application for credit from a customer enquiry.

Question 46: Explain your company’s credit policy.

Question 47: What level of security is required against a credit application?

Question 48: Discuss a time when you had to investigate inconsistencies on a customer’s application for credit.









Question 45Legislation and statutory requirements


Company policies, procedures and terms and conditions

Business communication skills

Security checking procedures

Credit assessment principles

Workplace documentation

Satisfies customer enquiry leading to application

Gathers information to support application

Records information

Verifies information provided and sourced

Supplies applications and information to approving officer

Maintain files and application information appropriately

Completes documents required for credit

Question 46

Security requirements

Income requirements

Credit history checks

Consumer Credit Code

Compliance

Question 47

Real property mortgage

Goods mortgage

Third part security (co-borrower or guarantor)

Application may be for an unsecured or secured loan

Question 48

Conducts routine background checks and credit history

Identifies anomalies

Clarifies issues with customer

Investigates and confirms information through alterative









sources

Demonstrates awareness of importance of identity verification

Demonstrates awareness of potential for fraud

Operates within privacy laws when checking bona fides



RECORD OF CONVERSATIONFNSCRDT302A Assess application for debt finance


Question 49: How have you assessed the level of risk involved with providing a customer debt finance?

Question 50: What details did you require on the application to make such an assessment?

Question 51: Explain some of the basic financial indicators and ratios you have used in assessing an application.







Question 49Principles of lending/credit

Basic accounting and financial reporting principles


Company policies, procedures and products and services offered



Workplace documentation

Checks and verifies information on application

Investigates credit history and other areas relating to legislation and codes

Identifies applicants income and expenditure

Calculates ability to service the loan

Calculates key financial ratios to determine level of risk

Identifies and evaluates risk

Identifies level of security required to minimise risk exposure

Documents assessment and outcomes

Submits assessment and decision

Question 50

Customer details

Income – salary/wage, commission/bonuses, investment income, dividends, welfare payments or social benefits received

Expenditure – instalments on other loan repayments, total living expenses, insurance, tax owed or outstanding









Debt finance amount and type

Purpose of debt finance

Credit history

Question 51

Quick ratio

Current ratio

Receivables turnover

Average days uncollected sales

Net profit

Asset turnover

Return on assets

Cash flow analysis



RECORD OF CONVERSATIONFNSCRDT303A Monitor and control accounts


Question 52: Describe company guidelines you have followed for collecting monies due and controlling accounts.

Question 53: Discuss an example of customer who has not met trading terms and how you handled this situation.







Question 52Credit management knowledge

Industry codes of practice and legislation

Company policies, procedures and products and services offered


Accurate record keeping

Determines status and level of debt

Reviews trading terms

Plans recovery action - liaison with client, letters of notice, advice to supervisors/managers/legal office, return of goods, legal action, plaint, dunning letter, letters of demand without prejudice, third party interventions, summons, write-offs

Collects money outstanding

Maintains records of recovery action

Measures day sales outstanding to budgets

Identifies deficiencies

Consults with legal representation if required

Question 53

Contacts customer and discusses trading terms

Discusses options to make payment and dates

Records details of conversation

Follows up with customer is payment is not received



RECORD OF CONVERSATIONFNSRETA301A Provide customer service in a retail agency


Question 54: Describe the products and services your agency offers on behalf of a financial services institute.

Question 55: Discuss how you have processed a customer transaction on behalf of one of these institutes.

Question 56: Discuss a situation where you provided multiple services to a client during one contact.









Question 54Financial Service Reform Act (FSRA)

Legislation




Customer special needs


Basic financial indicators, ratios and calculations

Deposits and withdrawals from savings accounts

Payment of credit card balance

Payment of bills

Payment of insurance or other financial product invoices

Distribution of application forms

General customer service

Question 55

Identifies customer needs

Checks forms/information for accuracy and completeness

Completes transaction

Maintain account and transaction records

Responds to customer enquiry or complaint

Refers complaint or enquiry if agent is unable to provide information

Question 56

Provides information and advice on a number of products and services: assesses features of products and services in

meeting customer needs ensures product/service information matches

customer requirements (scope and depth) tailors information to customer requirements discusses alternative options and additional services builds on complimentary products to ensure customer

is provided with all options

Provides services in logical order









Achieves time economies by processing several services together



RECORD OF CONVERSATIONFNSRETA303A Monitor and manage transactions


Question 57: Describe the functions you have completed to balance cash holdings for your terminal. How did you reconcile receipts?

Question 58: Discuss how you have accounted for voided transactions.







Question 57Legislation and statutory requirements





Equipment operation and maintenance

Closes days trade, obtains register tally, removes cash drawer

Separates cash and non-cash transactions

Counts cash and non-cash items

Balances receipts, EFTPOS transactions, cash takings

Compares terminal reading and sum of cash and non-cash transactions

Investigates discrepancies

Records terminal information

Counts float (2 people present) for next day

Question 58

Writes VOID clearly on receipt

Documents reasons for void

Obtains supervisors approval for void

Ensures voids are recorded in daily reconciliations and attached together with original receipt

Files voided receipts



SECTION D

Practical Tasks and Observation Recording

SheetsYou use this section to assist you in determining a candidate’s competency in those areas where they have not yet successfully demonstrated their skills, knowledge and prior experience. Therefore, candidates are not required to complete all tasks. You select tasks after considering available evidence collected through previous phases and according to context and needs of each candidate.



PRACTICAL TASKS

Candidates are not required to complete all tasks. The Assessor is to select tasks after considering available evidence collected through previous phases and according to the context and needs of each candidate.



Unit of Competency

Practical Task

FNSICGEN301ACommunicate in the workplace

Generic component assessable across all tasks

FNSICGEN304AApply health and safety practices in the workplace




FNSICGEN302AUse technology in the workplace


FNSICGEN303AWork with others

TASK 1Source a recent workplace task you have completed as part of a team. When choosing a completed task for demonstration, consider using one that has been fully documented. With your assessor step through the process involved in completing the task and show or explain to your assessor the following:

where you sourced relevant industry legislation, codes of practice, guidelines and procedures

what company policies and procedures you followed

outline the task and what work you were allocated within the team

work plans you used to meet timelines in completing your allocated work

discuss the team interactions required to complete the task/objective

what technology was used in the workplace

what OHS requirements were considered

what were the documented outcomes of the task/objective

FNSICCUS302AProcess customer complaints

TASK 2In your workplace, source a documented customer complaint you personally resolved. Explain how you handled the complaint and show your Assessor all records relating to

the complaint and the information provided by the customer

how you investigated the complaint

the steps leading to the resolution

the outcome with the customer

FNSICCUS301ARespond to customer enquiries

FNSCRDT301AProcess applications for credit

TASK 3Read the following steps to this task then source the necessary documents in your workplace to show your Assessor how you processed each step. You can use customer records to demonstrate each step – be sure to secure customer details:



Unit of Competency

Practical Task

A Credit application show the details you check and information you gather for the application

show the credit assessment process undertaken

discuss the reasons for approval/non-approval

show how you maintain customer records and the documents you require to complete the application

B Assessment of debt finance applications show the details you check on the application

discuss the credit history check process and investigation steps required to process the application

show how you assess for risks associated with the application

discuss how you come to the decision to approve or decline the application

C Account monitoring and control show how you identify customer debt and the recovery process most

appropriate

discuss how you handle a customer with debt outstanding

show how you process debt claims on behalf of your company

FNSCRDT302AAssess applications for debt finance

FNSCRDT303AMonitor and control accounts

FNSRETA301AProvide customer service in a retail agency

TASK 4Part AThis task involves demonstrating how you provide a service to customers and process transactions on behalf of a financial institute. In your workplace you can demonstrate these skills by attending to a real life customer (if possible) or discuss with your assessor a transaction you have processed.

Part BIn your workplace (or a simulated environment) demonstrate how you balance your cash register. Clear your register, count the money, calculate non-cash transactions and complete a reconciliation ensuring all figures balance.

FNSRETS303AMonitor and manage transactions

FNSICGEN305AMaintain daily financial / business records

TASK 5Using the documents and examples in your workplace, demonstrate to the assessor how you do the following functions.

1. Maintain daily financial/ business records

2. Administer financial accounts

3. Administer accounts payable

4. Prepare, match and process receipts

5. Prepare and bank receipts

6. Process documentation

7. Process journal entries

8. Reconcile and monitor accounts receivable

FNSICACC301AAdminister accounts payable

FNSICACC302AAdminister financial accounts



Unit of Competency

Practical Task

Following is a list to help you through the demonstration process:

completion of the days banking

enter and reconcile accounts payables and receivable in accordance with company policy and legislation

check cheques and credit card vouchers for validity (signature, dates, amounts) before processing

list cash, cheques and credit cards on banking forms in accordance with banking institutions guidelines

reconcile pay-in documentation with electronic funds transfer money calculations

collect all the documentation/ resources required to prepare and process petty cash /out of pocket expenses claims and vouchers and ensure the petty cash entries and books are balanced/reconciled

check and verify accuracy and authenticity prior to processing

note and refer irregularities to nominated person for resolution

post relevant transactions to the general ledger

prepare and check invoices in accordance with organisational procedures

ensure all customer details are maintained and documentation is filed according to organisational policies and procedures and legislative requirements

FNSICACC303APrepare, match and process receipts

FNSICACC304APrepare and bank receipts

FNSICACC305AProcess payment documentation

FNSICACC306AProcess journal entries

FNSICACC307AReconcile and monitor accounts receivable



OBSERVATION RECORDING SHEETPractical Tasks

CANDIDATE’S NAME: SIGNATURE: DATE:

ASSESSOR’S NAME: SIGNATURE: DATE:

LOCATION:

NB: The skills listed below must be verified by a competent assessor through observed demonstration either in the candidate’s workplace as part of the candidate’s normal work duty OR as part of a practical assessment/demonstration set by the assessor.



Unit and element covered in task

Task No.

Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed

Date assessed

FNSICGEN304A1, 2, 3

FNSICGEN302A5, 6

FNSICND301A1, 2

FNSICGEN301A1

FNSICGEN302A1, 2, 3, 4

All Generic components across all tasks:

Follows safe working procedures

Identifies and removes hazards

Maintain work area and equipment

Identifies task requirements

Sources relevant industry guidelines, procedures and legislation

Sources company policy, guidelines and procedures

Gathers information required to complete task

Uses technology to access information

Uses technology to produce and save work

Effectively communicates with team members, management, staff, clients and business colleagues

Health and safety legislation and regulations

Emergency procedures

First aid procedures

Emergency signs, exists, warnings

Industry guidelines, procedures and legislation



FNSICGEN301A2, 3, 4

FNSICGEN303A1, 2, 3, 4, 5

1 Interacts with others in team

Communicates information to others

Contributes to solving problems and making decisions

Overcomes problems for self and part of team

Plans own work and prioritises

Manages self and overcomes problems

Seeks training as required

Discrimination guidelines

Effective communication techniques

Written communication

Working with diversity

Technical assistance

Computer skills

Operating instructions and manuals




Task No.


Date assessed

Identifies resources required for task

Supports others in workload and through change

Security procedures

Time management

Change management

FNSICCUS301A1, 2

FNSICCUS302A1, 2

FNSICGEN301A1, 2, 3

FNSICCUS301A3, 4, 5

FNSICCUS302A3, 4

FNSICGEN301A4

FNSICIND301A1, 2

2 Identifies nature of complaint

Builds relationship with customer (shows empathy)

Records customer details

Investigates/researches complaint

Seeks information/help from others as required

Informs customer of investigation outcome

Offers options for resolution

Discusses suitable option for customer within company policy

Negotiates resolution

Resolves complaint

Documents details of complaint and outcome

Files records

Communication skills and techniques

Customer relation procedures

Legislation and regulations

PS146


Company products policy terms and conditions

Record keeping

FNSCRDT301A1, 2, 3, 4

FNSICIND301A1, 2


3A Provides information upon initial enquiry

Discusses product and terms and conditions

Supports customer in application process

Checks/verifies application details



Company policy, guidelines and




Task No.


Date assessed

Gathers information to support application

Maintains application/customer file

Completes all necessary documents

procedures



Credit policy


FNSCRDT302A1, 2, 3

FNSICIND301A1, 2

FNSICGEN301A1,2, 3, 4

3B Checks/reviews application and customer details

completes credit history check

Investigates necessary information

Assesses risk of application

Calculates key financial ratios

Identifies needs for security over debt finance

Decides to reject or approve application

Forwards approval decision if outside scope of responsibility

Makes recommendations to reflect investigation outcomes






Principles of lending/credit


FNSCRDT303A1, 2,3

FNSICIND301A1, 2


3C Determines status of debt

Plans recovery action

Identifies and measures accounts deficiencies

Reviews customer trading terms

Contacts customer







Task No.


Date assessed

Collects monies

Actions breaches and seeks legal advice if required

Maintains company and customer records



Credit management


FNSRETS301A1, 2, 3, 4

FNSICIND301A1, 2


4A Identifies role and purpose of the agency

Maintains knowledge of products and services

Accesses relevant support from financial institute

Identifies customers need/s

Assists customer with enquiry/complaint and/or transaction

Checks documents for accuracy and completeness

Completes customer transaction

Completes necessary records






Financial services reform act (FSRA)

Financial services products and services and their applications


FNSRETA303A1, 2, 3

FNSICIND301A1, 2


4B Maintains terminal balance

Supplies cash to terminal or drawer

Removes receipts from terminal

Checks terminal information

Records terminal information

Follows security procedures

Transports cash and non-cash







Task No.


Date assessed

documents

Calculates cash and non-cash documents

Compares terminal reading with cash and non-cash transactions

Achieves a balance

Records takings




FNSICND301A1, 2

FNSICGEN304A1, 2, 3

FNSICGEN302A1, 2, 3, 4, 5, 6

5 Generic competencies for Task 5:

Works within financial services industry guidelines, procedures and legislation

Completes work following company policies, guidelines and procedures

Applies health and safety practices in work area and office environment

Uses computer and other office devices to carry out work

Saves files and data appropriately

Maintains office technology




OH&S

Technology operations and maintenance

Safe guard information


5/1 Checks and processes financial forms and applications

Enters and balances deposits and withdrawals for banking

Checks and validates cheques and card vouchers

Reconciles banking documents with company records

Checks, processes and records petty

Audit requirements

Data security

Accurate handling of cheques, vouchers, cash

Banking procedures and guidelines




Task No.


Date assessed

cash claims and vouchers

Prepares, checks and files invoices

FNSICACC301A1, 2, 3, 4

5/2 Checks, encodes and records invoices

Seeks authorisation for payment

Draws up cheque requisition

Completes general ledger

Debits correct account

Prepares accounts paid report

Reconciles balances outstanding

Business law

Business accounting

FNSICACC302A1, 2, 3

5/3 Allocates payment to customer account

Banks receipts

Reconciles accounts

Responds to customer enquiry/complaint

Maintain customer details and records

Credit management

Billing adjustments

FNSICACC303A1, 2, 3, 4

5/4 Checks and records receipts

Batches receipts

Advices relevant department/person of total daily receipts

Enters receipts to correct chart of accounts

Matches receipts to system debit

Updates related systems

Reconciles general ledger and sub


Receipt systems

Accurate data entry and allocation




Task No.


Date assessed

systems

File documentation

FNSICACC304A1, 2, 3

5/5 Batches items

Matches batched items to initial receipt records

Prepares and balances deposit facility

Completes lodgment

Obtains proof of lodgment and files


Deposit facilities

Banking methods

Security measures

Accurate data entry and allocation

FNSICACC305A1, 2, 3, 4, 5

5/6 Enter and allocates data

Updates system

Creates payment facility

Seeks authorisation for payment

Checks payment against documents

Makes payment

Signs payment (or seeks signature)


Systems controls and data security

Accurate processing and data entry

FNSICACC306A1, 2, 3, 4, 5, 6

5/7 Checks documents for accuracy and authorisation

Prepares journal

Authorises journal (or seeks authorisation)

Enters data


Checks journal entries and reconciles

Files documentation


Data input standards





Task No.


Date assessed

FNSICACC307A1, 2, 3, 4, 5

5/8 Check receipts entered

Identifies discrepancies between monies owed and monies paid

Identifies bad or doubtful debt

Reports on bad or doubtful debt

Review customer trading terms

Contacts customer/s in default

Takes action on monies owing

Plans and actions recovery of debt

Prepares a report

Files documentation





SECTION E

Resources for Practical Tasks

You use this section to access any resources required by the candidate to undertake the practical task/s or scenario/s. They are suggested resources only. You may wish to modify or use other resources for the assessment tasks.



In undertaking RPL Assessment utilising this tool, assessors may wish to visit the following sites for possible resources or general information:

Resource Generator www.resourcegenerator.gov.au

Innovation and Business Service Skills Australiahttp://www.ibsa.org.au/content/financial/index.html

Australian Taxation Office www.ato.gov.au

Financial Planning Associationwww.fpa.asn.au

Uniform Consumer Credit Codewww.creditcode.gov.au

Banking and Financial Services Ombudsmanwww.bfso.org.au

Australian competition and Consumer Commission (ACCC)www.accc.gov.au

Australian Securities and Investments Commission (ASIC)www.asic.gov.au


http://www.asic.gov.au/

http://www.accc.gov.au/

http://www.bfso.org.au/

http://www.creditcode.gov.au/

http://www.fpa.asn.au/

http://www.ato.gov.au/

http://www.ibsa.org.au/content/financial/index.html

http://www.resourcegenerator.gov.au/


SECTION F

Third Party VerificationThe preferred approach in gaining third party validation is to take the forms in this section to the candidate’s previous employers or referees to gain confirmation of the candidate’s skills against the required competencies. This would be done during a conversation or interview with these people.

It may be beneficial to make contact with the employers/referees early in the recognition process to make appointments, particularly if you have to travel some distance to visit them. This may be done on the same day as a practical assessment in the workplace if appropriate.

It is recommended that verification be obtained from one or two referees who can confirm the candidate’s industry skills in context over time.



REFEREE TESTIMONIAL

(Date)

To whom it may concern,

RE: skills in/as (insert candidate name) (insert industry/job title)

I certify that the above named person has:

worked at for a period of years

regularly undertaken the following activities within the workplace since commencing employment with this organisation:

Initial those skills/ competencies (below) that the candidate has or can successfully perform in the workplace

demonstrates ability to follows legislation, company policy, guidelines, and procedures in an effective, organised manner

communicates effectively with others, is able to deal with customer complaints and enquiries

competently uses computers and other office technology to achieve required workplace outcomes

demonstrates efficiency and accuracy in the preparation, matching, processing and reconciliation of financial /business documents (out of pocket expenses, petty cash, invoices, banking)

demonstrates sound ability to administer day to day accounts and finances including accounts payable and receivable

prepares, matches, and processes, receipts and is able to process journal entries and reconcile accounts in a accurate manner

demonstrates a sound knowledge for legislative requirements regarding credit application, debt finance, and is able to review and record compliance of trading terms and conditions

shows ability to apply up to date knowledge of products and services of a retail agency, process customer transactions and reconcile the accounts to balance for the next days trade

demonstrates ability to work safely, identify hazards, control risks and follow sound occupational health practices at work

If you would like any further information or would like to discuss any of the above, I can be contacted on

Yours sincerely

SignaturePrint Name and Position



SECTION G

Assessment TablesYou use these tables as a reference tool to see at a glance which units/elements of competency are within the qualification.

Question numbers refer to those found in SECTION C of this kit.

Practical assessment/scenarios numbers refer to those found in SECTION D of this kit.

It is important to note that this section is used for validation purposes only. Any mapping should be done after questions and tasks have been selected.



Elements Performance Criteria Questions Practical Tasks

FNSICIND301A Work in the financial services industry 1. Work within financial services

industry guidelines procedures and legislation

1.1 Guidelines, procedures, legislation and codes of practice applying to the industry sector are identified and the effects on everyday work determined

1.2 All work undertaken complies with relevant guidelines, procedures and legislation 1.3 Assistance in clarifying the application of the guidelines, procedures and legislation is sought from appropriate personnel where necessary

1

11

All

AllAll

2. Work in accordance with company policy, guidelines, and procedures

2.1 Work tasks are carried out in accordance with specific company policy, guidelines and procedures2.2 Work tasks undertaken meet the company standards in relation to customer service, professional practice and ethics

2, 32, 3

AllAll

FNSICGEN301A Communicate in the workplace1. Use a range of techniques to

gain workplace information 1.1 Instructions are followed and, where necessary, questions are asked to clarify what is required1.2 Information is accessed from record systems and used according to instructions1.3 Organisational procedures and policies related to workplace information are understood and implemented appropriately1.4 Information is acquired and used appropriately for its purpose1.5 Information is received orally using effective telephone techniques where necessary1.6 Clarification is sought from appropriate personnel, as required

4, 5, 74, 5, 74, 5,74, 5, 74, 5, 74, 5, 7

AllAllAllAllAllAll

2. Communicate information to others using a range of techniques

2.1 Clear speech and language appropriate to the audience are used when communicating information 2.2 Information is accurately conveyed2.3 Understanding information is confirmed2.4 Contributions are made to team discussions and informal meetings2.5 Routine correspondence is prepared following industry and organisation standards2.6 Numbers are used to carry out calculations as required

4, 5, 64, 5, 64, 5, 64, 5,64, 5, 64, 5, 6

AllAllAllAllAllAll

3. Interact with others to achieve workplace outcomes

3.1 Effective verbal and non-verbal communication techniques are used to convey messages and information 3.2 Communication with people from diverse backgrounds is based on respect and sensitivity3.3 Own role in achieving workplace outcome is defined3.4 Cooperation and negotiation skills are used to fulfil workplace requirements and solve problems3.5 Constructive contributions are made to group decision making processes

4, 5, 64, 5, 64, 5, 64, 5, 64, 5, 6

AllAllAllAllAll

4. Record workplace information as required

4.1 Workplace forms and documents are completed, either manually or electronically, in a clear, concise and easy to read format4.2 Workplace records are kept up to date

4, 5, 74, 5, 7

AllAll

FNSICGEN302A Use technology in the workplace 1. Clarify the function that the

equipment fulfils1.1 Computing equipment, associated devices and other equipment used in the workplace are identified1.2 Functions of the computer equipment, associated devices and other equipment and the outcomes they are used to achieve are determine

99

AllAll

2. Access and enter information from/into the computer

2.1 Organisational procedures for accessing computer based equipment are followed2.2 The computer system is navigated to find the required program/file

99

AllAll




2.3 Appropriate software, including custom built software, is selected2.4 The program/file is opened and the required data is identified2.5 Data is entered, changed or removed as needed2.6 Files are checked for accuracy2.7 Internet/intranet searching and sending and receiving of emails is undertaken and relevant information or files are saved as required

99999

AllAllAllAllAll

3. Save files/data and produce computer reports as required

3.1 Files/data are saved following standard procedures prior to exiting the computer equipment3.2 Reports and documents are produced3.3 Data and documents are appropriately stored as required3.4 Procedures for shutting down computers are followed3.5 Equipment and data is secured as required by the organisation’s policies and procedures and /or as required by legislation or regulations and

codes of conduct

99999

AllAllAllAllAll

4. Use manuals and online help to solve computing problems

4.1 Manuals, training notes, or company documentation are used to solve problems4.2 Online help is accessed to solve problems

88

AllAll

5. Undertake routine maintenance of computers and associated devices

5.1 Routine maintenance tasks are carried out according to manufacturer’s instructions5.2 Technical assistance is sought as necessary

1010

AllAll

6. Use and maintain other workplace equipment

6.1 Other equipment is used to achieve workplace outcomes as required6.2 Routine maintenance is carried out or organised in line with manufacturer’s instructions6.3 Consumables for office equipment are used and replaced as required

101010

AllAllAll

FNSICGEN304A Apply health and safety practices in the workplace 1. Follow workplace procedures 1.1 Health and safety procedures are applied at all times when carrying out daily work in the workplace

1.2 Safe practices for working with computers and other screen based equipment are followed at all times1.3 Work is conducted within ergonomic guidelines1.4 Hazard warnings and safety signs are recognised and observed 1.5 All hazardous materials and equipment are handled in accordance with manufacturer’s guidelines and specified safe handling guidelines1.6 Safe manual handling techniques and safe equipment operation techniques are employed at all times1.7 Work areas are kept clean and free from obstacles

11, 12, 1311, 12,1311, 12, 1311, 12, 1311, 12, 13

11, 12, 1311, 12, 13

AllAllAllAllAll

AllAll

2. Contribute to occupational health and safety at work

2.1 OH&S issues are raised with designated personnel in accordance with workplace procedures and relevant legislation2.2 Contributions are made to health and safety management in the workplace in accordance with the organisation’s policies and procedures and

within the scope of the employee’s responsibility and competencies

11, 12,1411, 12,14

AllAll

3. Identify and follow workplace procedures for hazard control and other emergency situations

3.1 Hazards in the work area are recognised and reported to appropriate people following workplace procedures3.2 Workplace procedures and instructions for assessing and controlling risks are followed accurately3.3 Workplace procedures for dealing with incidents/accidents, fire and emergencies are followed whenever necessary3.4 Emergency exits are known and kept clear at all times

11,12,1411, 12,1411, 12,1411,12,14

AllAllAllAll




3.5 Workplace emergency first aid procedures are followed 11,12,14 All

FNSICGEN303A Work with others 1. Interact with others to achieve

workplace outcomes1.1 Individual responsibilities within the workgroup are identified and met1.2 Individual performance is periodically checked against group objectives and adjusted as required1.3 Areas of responsibility that affect other group members are identified and met

15, 1615, 1615, 16

111

2. Contribute to group decision making processes

2.1 Sensitivity to other workers individual differences is continually demonstrated in daily work environment 2.2 Effective communication with other group members is maintained2.3 A team commitment to help achieve workplace objectives is made whenever necessary

15, 1615, 1615, 16

111

3. Overcome workplace problems 3.1 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

15, 16 1

4. Manage Self 4.1 Individual work activities are regularly planned in consultation with supervisor, in order to achieve workplace objectives within specified timeframes

4.2 Individual work is prioritised and reviewed as necessary4.3 Individual work plans are aligned to group activities4.4 Problems that affect the achievement of workplace objectives are identified and acted upon 4.5 Self-improvement and training opportunities are identified and appropriate personnel are informed4.6 Resources required to achieve workplace outcomes are identified

15, 16

15, 1615, 1615, 1615, 1615, 16

1

11111

5. Support and adapt to change in the workplace environment

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

5.2 Workplace practices are modified as necessary in response to approved changes in the workplace5.3 Ability to adapt to change is demonstrated in carrying out workplace activities, when applicable

15, 16

15, 1615, 16

1

11

FNSICGEN305A Maintain daily financial/business records 1. Process financial forms and

applications 1.1 Information from documents is identified, checked and recorded1.2 Documents are processed and recorded or transmitted to appropriate personnel1.3 All work undertaken is in accordance with organisational procedures, legislation and regulations

17, 1817, 1817, 18

5/15/15/1

2. Prepare and process banking documents and petty cash documents

2.1 Deposits and withdrawals are accurately entered and balanced according to organisational procedures, where applicable 2.2 Cheques and card vouchers are checked for validity before processing, where applicable2.3 Banking documentation is reconciled with organisation’s financial records, where applicable 2.4 Documentation is completed in accordance with banking guidelines

17, 1817, 1817, 1817, 18

5/15/15/15/1

3. Process petty cash transactions 3.1 Petty cash claims and vouchers are checked, processed and recorded and petty cash book is balanced according to organisation’s procedures3.2 Any irregularities are referred to nominated person

17, 1817, 18

5/15/1

4. Prepare and process invoices for payment to creditors and for debtors

4.1 Invoices are prepared in accordance with organisational procedures 4.2 Invoices are checked against source documents for accuracy

17, 1817, 18

5/15/1




4.3 Any errors or inaccuracies are corrected 4.4 Invoices and related documents are filed for auditing purposes

17, 1817, 18

5/15/1

FNSICCUS301A Respond to customer enquiries 1. Obtain details of customer and

nature of enquiry1.1 The nature of the enquiry is clarified and all details obtained1.2 A decision on whether the enquiry is within the scope of responsibility or authority area is confirmed1.3 A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed 1.4 If the enquiry can be answered directly, a response in accordance with organisational procedures is provided1.5 If further investigation is required, the reason is explained to customer and a timeframe is agreed upon for follow up1.6 Customer details are obtained

19, 2019, 2019, 20

19, 2019, 2019, 20

222

222

2. Research the information relevant to the enquiry

2.1 Sources of information are identified so that an appropriate response can be provided within authority levels2.2 Information is obtained, organised and analysed to provide an accurate and satisfactory response

1919

22

3. Determine a suitable response to the enquiry

3.1 Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe 3.2 Response is comprehensive, clear and delivered in the most appropriate form (oral, written) and within the agreed upon timeframe

1919

22

4. Communicate information to the customer

4.1 Where required, components and/or materials are selected from supplier/manufacturer catalogues using predetermined design specifications4.2 Customer is treated courteously and an on going relationship is encouraged4.3 Any further queries from the customer are attended to promptly4.4 Checks and/or follow- up are undertaken to ensure that the response satisfies the customer’s needs

19

191919

2

222

5. Update relevant records 5.1 Information on the nature and frequency of enquiries is collected for evaluation5.2 Details of the enquiry are recorded as required by organisational procedures

1919

22

FNSICCUS302A Process customer complaints 1. Identify customer complaint 1.1 The nature of the complaint is established and all relevant facts collected

1.2 The relationship with the customer is established by showing respect, emphasising the customer’s importance and demonstrating understanding of customer’s needs

21, 2221, 22

22

2. Process complaint 2.1 The complaint is documented in line with organisation’s procedures and legislative requirements2.2 Investigation into the details of the complaint is undertaken, if necessary, and results documented2.3 Customer is informed of the result of the investigation and details verified

21, 2221, 2221, 22

222

3. Resolve or refer complaint 3.1 Issues for the customer and for the organisation are identified3.2 Appropriate options for resolution are analysed, explained and negotiated with the customer3.3 Viable options are proposed in accordance with the organisation’s customer service policy and procedures and relevant legislation3.4 If the resolution of the complaint is within the level of authority, corrective action based on the organisation’s customer service policy and

procedures is agreed and customer 3.5 Complaints for which a solution cannot be negotiated or require a higher authority level are referred to appropriate personnel

21, 2221, 2221, 2221, 22

21, 22

2222

2




3.6 All documents of the claim and report on the investigation are forwarded promptly3.7 Appropriate personnel are followed up to gain prompt decision

21, 2221, 22

22

4. Document complaint 4.1 All details of the complaint, investigation, resolution, and corrective action are documented in accordance with organisational and legislative requirements.

4.2 Issues raised by the complaint that may affect future provision of service are referred to management/supervisor

21

21

2

2

FNSICACC301A Administer accounts payable 1. Distribute creditors invoices for

authorisation1.1 Invoice discrepancies are identified, investigated and rectified1.2 Invoices are encoded and recorded correctly1.3 Authorisation for payment is requested of appropriate personnel

24, 2523, 24, 2523, 24, 25

5/25/25/2

2. Remit payment to creditors 2.1 Authority to pay invoices is obtained in accordance with organisation’s policies and procedures2.2 Cheque requisition is correctly drawn up and authorised2.3 Correct general ledger to be drawn up and authorised2.4 Correct account is debited in a timely manner and in accordance with legislative and compliance requirements2.5 Creditors payments are prepared in an accurate manner

24, 2524, 2524, 2524, 2524, 25

5/25/25/25/25/2

3. Prepare accounts paid report 3.1 Data is collected and entered onto spreadsheet giving details of creditors and amounts paid3.2 Report on accounts paid is prepared for ratification by appropriate management

24, 2524, 25

5/25/2

4. Reconcile balances outstanding 4.1 Statements of outstanding balances are sought from suppliers where required4.2 Balances outstanding are reconciled to invoices received

24, 2624, 26

5/25/2

FNSICACC302A Administer financial accounts 1. Allocate customer payments 1.1 Service to customers is prompt and documents are completed and processed quickly and accurately to maximise customer satisfaction

1.2 Payments are allocated correctly to the appropriate customer accounts1.3 Receipts are banked according to company guidelines

27, 28

27, 2827, 28

5/3

5/35/3

2. Reconcile accounts 2.1 Accurate responses are given to customers with any billing or account queries2.2 Billing adjustments are accurately made to the correct customer accounts where applicable2.3 Customer complaints are responded to appropriately and promptly in accordance with company policy

27, 2827, 2827, 28

5/35/35/3

3. Maintain customer details 3.1 Details on customer account files are kept accurately and up to date3.2 Sources of customer details are checked for reliability and verified where necessary

2828

5/35/3

FNSICACC303A Prepare, match and process receipts1. Receive, identify and record

receipt1.1 Establish procedures are followed1.2 All receipts are checked for accuracy against remittance1.3 All receipts are accurately recorded in accordance with company procedures1.4 Remittance types are accurately identified to ensure correct allocation

29, 3029, 3029, 3029, 30

5/45/45/45/4




1.5 Batching is completed in accordance with company systems and operating procedures1.6 Relevant departments are advised of total daily receipts according to company operating procedures

29, 3029, 30

5/45/4

2. Match receipts to documentation

2.1 Receipts are checked and matched to documentation accurately and promptly in accordance with company procedures2.2 Security of documentation is maintained to protect interests of all parties to transaction 2.3 Unmatched receipts are noted for follow-up and /or referral in accordance with company, industry and legislative requirements

303030

5/45/45/4

3. Enter data to system 3.1 All receipts are accurately allocated to appropriate chart of account areas3.2 Data is entered to systems without error and within time requirements, as specified in relevant company policy and procedures3.3 All receipts are accurately matched to system debit3.4 Data and allocation discrepancies are identified promptly to enable follow up3.5 Advice on source and solution to discrepancies is sought, where necessary, to solve outstanding problems3.6 Related systems are updated3.7 Reconciliations are completed and discrepancies between general ledger and sub systems are resolved

31, 3231, 3231, 3231, 3231, 3231, 3231, 32

5/45/45/45/45/45/45/4

4. File documentation 4.1 Documentation is filed promptly in accordance with company policy and procedures4.2 Location of filed documentation is traceable

3131

5/45/4

FNSICACC304A Prepare and bank receipts 1. Batch monetary items 1.1 Items are batched completely and accurately

1.2 Batch items are matched to initial receipt records precisely3333

5/55/5

2. Prepare deposit facility 2.1 Deposit facility selected is appropriate to the banking method used2.2 Batched is balanced with deposit facility without error

3333

5/55/5

3. Lodge flows 3.1 Security and safety precautions are taken appropriate to the method of banking in accordance with company policy and industry and legislative requirements

3.2 Proof of lodgement is obtained and filed in accordance with company procedures

33, 34

33, 34

5/5

5/5

FNSICACC305A Process payment documentation 1. Enter data system 1.1 Data is entered systems without error and within time requirements as specified in relevant company policy and procedures

1.2 Data is allocated to correct systems and accounts1.3 Related systems are updated1.4 Data entry is undertaken in accordance with relevant health and safety requirements1.5 Systems controls are maintained to ensure the integrity and security of client/payee database

35, 36, 3735, 36, 3735, 36, 3735, 36, 3735, 36, 37

5/65/65/65/65/6

2. Create payment facility 2.1 Payment facility is processed accurately in accordance with company policy and procedures2.2 Documentation is maintained in a secure manner to protect the privacy and interests of all parties

35, 36, 3735, 36, 37

5/65/6

3. Verify payments against documentation

3.1 Authorisation for payment is confirmed3.2 Information on payment facility matches approved documentation3.3 Discrepancies are identified and followed up promptly

35, 36, 3735, 3735, 37

5/65/65/6




4. Effect Payment 4.1 Payments are made within agreed credit arrangements in accordance with company policy and procedures and industry and legislative requirements

4.2 Payment instruments are signed in accordance with relevant authority levels4.3 Related systems are updated promptly to ensure that the integrity of accounting systems are maintained4.4 Primary documentation associated with payment is cancelled, or noted, to ensure multiple payments are not made

35, 37

35, 3735, 3735, 37

5/6

5/65/65/6

5. File documentation 5.1 Documentation is filed promptly in accordance with company policy and procedures5.2 Location of filed documentation is traceable

3535

5/65/6

FNSICACC306A Process journal entries 1. Check and verify supporting

documentation1.1 Supporting documentation is examined to established accuracy and completeness1.2 Supporting documentation is examined to ensure authorisation by appropriate level

38, 4138, 41

5/75/7

2. Prepare journal 2.1 Journal is accurate, complete and prepared within company timelines 38, 41 5/7

3. Authorise journal 3.1 Journal is authorised in accordance with company policy and procedure 38 5/7

4. Enter data into system 4.1 Data is entered into system accurately and in accordance with company input standards4.2 Transaction is correctly allocated to system and account4.3 Related systems are updated to maintain integrity of relationships between financial systems4.4 Data entry is undertaken in accordance with relevant health and safety requirements

39, 4139, 4139,4139, 41

5/75/75/75/7

5. Check journal processing report 5.1 Where appropriate, processing report is examined for accuracy and reconciled in accordance with relevant company policy and procedures, accounting principles and practices

5.2 Entries requiring alteration are identified and adjusting entries processed accurately in accordance with company policy and procedures

39, 40

39, 40

5/7

5/7

6. File documentation 6.1 Documentation is filed promptly and in accordance with company policy and procedures, industry and legislative requirements 39 5/7

FNSICACC307A Reconcile and monitor accounts receivable 1. Review accounts receivable

process1.1 Receipts entered into accounts receivable system are checked for accuracy, consistency and thoroughness1.2 Incorrect entries are identified and accurately recorded according to type and source of receipt1.3 Discrepancies between monies owed and monies paid are identified and investigated according to company policy and establishment procedures1.4 Receipts entered into accounts receivable system are amended according to established procedures

424242

42

5/8/5/85/8

5/8

2. Identify bad and doubtful debts 2.1 Debtor’s ledger is regularly reviewed in accordance with company policy and guidelines to identify outstanding monies2.2 Further information required is sought from relevant sources 2.3 Bad or doubtful debt status is verified through liaison with debtors2.4 Reporting procedures and appropriate documentation for bad and doubtful is completed in accordance with company policy and guidelines

42424242

5/85/85/85/8

3. Review compliance with terms and conditions

3.1 Clients in default of trading terms are correctly identified according to company operating procedures 3.2 Clients in default are contacted promptly and courteously to make satisfactory arrangements to pay monies outstanding 3.3 Monies owing that constitute breaches of company credit policy are actioned in accordance with company policy and procedures

42, 4442, 4442, 44

5/85/85/8




4. Plan recovery action 4.1 Previous activities and communication with clients are thoroughly reviewed to establish adequacy of follow-up procedures, and whether all usual company recovery avenues have been exhausted

4.2 Plans to pursue debt recovery or to initiate legal action are developed in accordance with company policy and guidelines 4.3 Measures to collect monies are completed within company guidelines and timelines

42, 43

42, 4342, 43

5/8

5/85/8

5. Prepare reports and file documentation

5.1 Reports are prepared which document accounts receivable debt recovery type, cause and recovery plan5.2 Reports are distributed to supervisors, managers and other relevant parties 5.3 Documentation is filed promptly in accordance with company policy and procedures

42, 4442, 4442, 44

5/85/85/8

FNSCRDT301A Process applications for credit 1. Satisfy initial enquiry 1.1 Customer enquiry on the type, range and availability of credit is satisfied

1.2 Information is provided in ways which show courtesy and respect for the customer and recognise the special needs of customer1.3 Basic requirements, amount, term and interest rate are ascertained1.4 Deposit requirements are determined in accordance with credit policy1.5 Credit details are provided to customer after calculation1.6 Requirements of Consumer Credit Code and industry codes of practice are met

45, 4645, 4645, 4645, 4645, 4645, 46

3A3A3A3A3A3A

2. Check and verify details 2.1 Information required to support loan application is gathered in accordance with credit policy2.2 Information is recorded using organisation’s policies and procedures2.3 Information provided by applicant and obtained from other sources is verified for accuracy and compliance with relevant legislative and

organisational requirements2.4 Completed information is conveyed to approving officer for credit assessment

45, 47, 4845, 47, 4845, 47,48

45, 47, 48

3A3A3A

3A

3. Maintain application files 3.1 Filing system is kept up to date and maintained according to legislative requirements and timeframes and company policy and procedures3.2 File and document movements are monitored and recorded

45

45

3A

3A

4. Complete necessary documentation

4.1 Documentation is produced accurately, clearly and concisely, in accordance with industry, company and legislative requirements and timeframes 45 3A

FNSCRDT302A Assess applications for debt finance 1. Check and review application

details1.1 Information regarding the applicant is verified using accepted credit and identity checking process1.2 Information provided in the application for debt finance is checked for completeness

49, 5049, 50

3B3B

2. Assess the risk 2.1 Applicant’s total income and expenditure is identified in order to calculate available funds for servicing the loan 2.2 Key financial ratios and analysis are calculated to further determined the level of risk associated with the application2.3 Possible risks associated with the application or applicant are identified and evaluated in order to minimise or protect against possible risk

accepted2.4 The need to take security to minimise risk exposure is identified in accordance with the organisation’s credit policies2.5 Assessment is documented in accordance with the organisation’s procedures

4949, 51

49

4949

3B3B3B

3B3B

3. Submit assessment and decision 3.1 The decision to reject or accept the application for debt finance is formed on the basis of total assessment conducted 49 3B




3.2 Decisions to advance funds that fall outside the officers approval or limits of authority are referred to relevant approving personnel3.3 Recommendations to accept or reject application to advance funds are signed and forwarded to relevant personnel promptly and in accordance

with organisation’s procedures

4949

3B3B

FNSCRDT303A Monitor and control accounts 1. Collect and record monies due 1.1 Status of debt is determined in accordance with company policy and legislative requirements

1.2 Recovery action is planned and monies collected according to company policy and guidelines1.3 Day sales outstanding are measured according to credit policy and budgets1.4 Any information deficiencies are identified and additional information sought from appropriate sources1.5 Records of customer contact are accurately maintained

5252525252

3C3C3C3C3C

2. Review compliance of trading terms and conditions

2.1 Customers beyond trading terms are correctly identified 2.2 Relevant customers are contacted promptly and courteously to make satisfactory arrangements to pay monies outstanding2.3 Necessary measures to collect monies are completed within company guidelines and timelines2.4 Monies owing that constitute breaches of company credit policy are actioned in accordance with company policy

53535353

3C3C3C3C

3. Determine nature and cause of claim

3.1 Background to claim is thoroughly researched based on client’s outline of task3.2 Records are thoroughly checked for verification of all case material3.3 Legal practitioners are cooperatively consulted for advice3.4 Type of claim is correctly identified to establish the appropriate legal process to serve

52, 5352, 5352, 5352, 53

3C3C3C3C

FNSRETA301A Provide customer service in a retail agency 1. Represent the financial services

institution1.1 The role and purpose of the agency in providing services on behalf of the financial services institution is recognised and confirmed1.2 Knowledge of the relevant range of products and services is developed and maintained1.3 Documentation about the financial services institution and its products and services is effectively maintained to ensure its accessibility, accuracy,

currency and quality1.4 Relevant contact people, hotline phone numbers and websites of the financial services institution are accessed to provide support and clarify

service queries

54, 5654, 5654, 56

54, 56

4A4A4A

4A

2. Identify customer’s financial services needs

2.1 Timely and courteous responses are provided to customer requests within the limits of the agency’s authorisation to offer advice2.2 Requests for information, advice, products or services that fall outside the agency’s level of authorisation or knowledge are referred to the

financial services institution for resolution2.3 Help and assistance is provided to customers to ensure the full and accurate completion of documentation or transaction forms

55, 5655, 56

55, 56

4A4A

4A

3. Process customer transactions 3.1 Information or forms provided by customers are checked for accuracy and completeness3.2 Transactions are completed in a timely and accurate manner using the protocols and processes of the financial services institution3.3 Accurate customer account and transaction details are maintained 3.4 Accurate reconciliation of monies received with transaction records is conducted routinely3.5 Customer queries or complaints are responded to in a courteous and timely manner using the requires protocols and processes 3.6 Customer queries or complaints that are outside the agency’s level of authorisation or knowledge are referred to the financial services institution

for resolution

55, 5655, 5655, 5655, 5655, 5655, 56

4A4A4A4A4A4A




FNSRETA303A Monitor and manage transactions 1. Maintain terminal balances 1.1 Cash drawers or teller cash dispensers are maintained in accordance with organisation’s policies and procedures

1.2 Paid out cash is manually checked for accuracy1.3 Transactions at close of business are balanced in accordance with organisation’s policies and procedures and discrepancies are investigated and

corrected in order to balance terminal

575757

4B4B4B

2. Remove receipts from terminal 2.1 Terminal balances are performed in line with organisation’s policies and procedures2.2 Cash is supplied to terminal or drawer according to organisation’s policies and procedures2.3 Terminal information is recorded appropriately after accurate checking 2.4 Security policies and procedures are followed in the removal and transportation of cash and non cash documents

57, 5857, 5857, 5857, 58

4B4B4B4B

3. Reconcile receipts 3.1 Cash and non- cash documents are correctly counted/calculated3.2 Terminal reading and sum of cash and non-cash transactions are compared appropriately to achieve balance3.3 Records of individual takings are recorded accurately and in accordance with organisation’s policies and procedures

57, 5857, 5857, 58

4B4B4B
