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© State of Queensland 2007 The Copyright Act 1968 (Cth) protects this material. Permission, however, is granted to trainers and teachers to make copies for use within their own training organisation or in a workplace where the training is being conducted. This permission does not extend to the making of copies for hire or sale to third parties. Requests and enquiries concerning significant enhancement** of this material should be directed in writing to: The Manager Skills First (RPL) Department of Education, Training and the Arts LMB 527 GPO Brisbane QLD 4001 Email: [email protected] Phone: (07) 3237 0361 This work has been produced with the assistance of funding provided by the Queensland Government. Disclaimer The Department of Education, Training and the Arts has used its best endeavours to ensure that this product is correct and current at the time of publication, but does not give any warranty nor accept any liability in relation to the contents. If any law prohibits the exclusion of such liability, the Department limits its liability to the extent permitted by law. Acknowledgments Suzanne Manwill CEO - Orion Training and Performance Management
Elly Fawcett Training and Assessment Consultant, Orion Training and Performance Management
Tracy Whitehead Accounts/Bookkeeper - Contra Business Solution Pty Ltd Notes Version 1 of this RPL Assessor Kit was validated with a group of industry assessors on 20 September 2007. This re-drafted version incorporates suggested amendments and additional content. This RPL Assessor Kit was developed with reference to FNS04 (Version 1) released on 22 November 2004. This RPL Assessor Kit is available free of charge at www.resourcegenerator.gov.au **The Department of Education, Training and the Arts considers any enhancement which amounts to a modification of 10% or more of the material, to be significant.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 3 of 88 Version 2: November 2007
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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 4 of 88 Version 2: November 2007
SECTION A
Assessor 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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 5 of 88 Version 2: November 2007
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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 6 of 88 Version 2: November 2007
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/
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 7 of 88 Version 2: November 2007
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 8 of 88 Version 2: November 2007
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 Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 9 of 88 Version 2: November 2007
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 10 of 88 Version 2: November 2007
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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 11 of 88 Version 2: November 2007
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 12 of 88 Version 2: November 2007
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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 13 of 88 Version 2: November 2007
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
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
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
Assessor’s Name:
Assessor’s Signature:
Date:
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 14 of 88 Version 2: November 2007
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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 15 of 88 Version 2: November 2007
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”.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 16 of 88 Version 2: November 2007
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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 17 of 88 Version 2: November 2007
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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 18 of 88 Version 2: November 2007
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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 19 of 88 Version 2: November 2007
APPLICATION – Self Assessment Questionnaire FNS30104 Certificate III in Financial Services
Candidate Name: Date Completed: Please identify your level of experience in each competency.
I have performed these tasks Unit Code Unit Title Frequently Sometimes Never
CORE UNITS
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
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 Candidate Signature: Date:
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 20 of 88 Version 2: November 2007
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
Home: Work: Telephone Numbers
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 21 of 88 Version 2: November 2007
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
…………………………………………………………………… …………………………………………………………………… …………………………………………………………………… …………………………………………………………………… …………………………………………………………………… ……………………………………………………………………
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 22 of 88 Version 2: November 2007
APPLICANT EMPLOYMENT HISTORY FORM
Period of Employment (DD/MM/YYYY)
Name, Address and Phone number of
Employers
From To
Position Held Full Time Part-time Casual
Description of Major Duties
.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 23 of 88 Version 2: November 2007
SECTION C
Competency Conversation
This 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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 24 of 88 Version 2: November 2007
QUESTION BANK
Note to Assessors: Refer to “Record of Conversation” sheets Unit of Competency
Question
FNSICIND301A
Work 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?
FNSICGEN301A
Communicate 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?
FNSICGEN302A
Use 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.
FNSICGEN304A
Apply 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?)
FNSICGEN303A
Work 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?
FNSICGEN305A
Maintain 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?
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 25 of 88 Version 2: November 2007
Unit of Competency
Question
FNSICCUS301A
Respond 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?
FNSICCUS302A
Process 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?
FNSICACC301A
Administer 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?
FNSICACC302A
Administer 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.
FNSICACC303A
Prepare, 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.
FNSICACC304A
Prepare 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?
FNSICACC305A
Process 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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 26 of 88 Version 2: November 2007
Unit of Competency
Question
FNSICACC306A
Process 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.
FNSICACC307A
Reconcile 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?
FNSCRDT301A
Process 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.
FNSCRDT302A
Assess 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.
FNSCRDT303A
Monitor 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.
FNSRETA301A
Provide 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.
FNSRETA303A
Monitor 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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 27 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICIND301A 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 POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 1
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
Seeks assistance as required
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
Industry guidelines, procedures and legislation
Industry codes of practice
Company policy, guidelines and procedures
Company philosophy, values and objectives
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 28 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 29 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICGEN301A Communicate in the workplace
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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?
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 4
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 person Relays 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
Company policy, guidelines and procedures
Anti-discrimination guidelines
Effective communication techniques
Written communication and company documents
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 30 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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)
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 31 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICGEN302A Use technology in the workplace
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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.
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 8
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
Legislation, regulations, codes of practice
Technical assistance
Computer skills
Operating instructions and manuals
Security procedures
Company policies and procedures
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 32 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 33 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICGEN304A Apply health and safety practice in the workplace
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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?)
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 11
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
Health and safety legislation and regulations
Emergency procedures
First aid procedures
Emergency signs, exists, warnings
Company policies and guidelines
Communication techniques
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 34 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 35 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICGEN303A Work with others
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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?
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 15
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
Time management and planning
Effective communication
Conflict resolution
Quality standards
Company policies and procedures
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 36 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Supports in implementing change within task
Carries on to complete task with team
Collaborates with team to implement change
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 37 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICGEN305A Maintain daily financial / business records
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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?
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 17
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
Legislation and codes of practice
Company policies and procedures
GST
Privacy and confidentiality
Information technology
Audit requirements
Data security
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 38 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICCUS301A Respond to customer enquiries
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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?
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 19
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
Legislation and regulations
PS146
Company policies and procedures
Company products, policy terms and conditions
Communication skills
Customer relations procedures
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 39 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICCUS302A Process customer complaints
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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?
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 21
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
Legislation and regulations
PS146
Company policies and procedures
Company products, policy terms and conditions
Communication skills
Customer relation procedures
Information privacy
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 40 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICACC301A Administer accounts payable
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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?
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 23
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
Accounting principles
Business law
Legislation and compliance requirements
Company policies and procedures
Business communication
Computer systems
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 41 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 42 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICACC302A Administer financial accounts
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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.
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 27
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
Accounting principles including credit management
Business law
Legislation and compliance requirements
Company policies and procedures
Business communication
Computer systems
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 43 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICACC303A Prepare, match and process receipts
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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.
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 29
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
Accounting principles
Business law
Legislation, acts and compliance requirements
Industry codes of practice
Company policies, procedures and timelines
Business communication
Transaction and document security
Computer systems
GST requirements
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 44 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 45 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICACC304A Prepare and bank receipts
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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?
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 33
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
Legislation and compliance requirements
Industry codes of practice
Company policies and procedures
Business communication
Computer systems
Deposit and banking methods
Security measures
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 46 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 47 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICACC305A Process payment documentation
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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.
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 35
Enters and allocates data to correct systems and accounts
Updates related system
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
Updates related system
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
Legislation and compliance requirements
Industry codes of practice
Company policies and procedures
Business communication
Computer systems
Systems controls
Security measures
Data entry OH&S and time requirements
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 48 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 49 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICACC306A Process journal entries
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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.
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 38
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
Legislation and compliance requirements
Industry codes of practice
Company policies and procedures
Business communication
Computer systems
Security measures and accurate filing
Accurate data entry
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 50 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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)
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 51 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSICACC307A Reconcile and monitor accounts receivable
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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?
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 42
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
Legislation and compliance requirements
Industry codes of practice
Company policies and procedures
Legal systems and procedures
Computer and communication systems
Security measures
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 52 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 53 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Obtains approval
Initiates journal entries to expense the bad debt (including provision account adjustments)
Files documentation
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 54 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSCRDT301A Process applications for credit
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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.
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 45
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
Legislation and statutory requirements
Industry codes of practice
Company policies, procedures and terms and conditions
Business communication skills
Security checking procedures
Credit assessment principles
Workplace documentation
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 55 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 56 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSCRDT302A Assess application for debt finance
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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.
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 49
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
Principles of lending/credit
Basic accounting and financial reporting principles
Industry codes of practice
Company policies, procedures and products and services offered
Business communication skills
Security checking procedures
Workplace documentation
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 57 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 58 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSCRDT303A Monitor and control accounts
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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.
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 52
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
Credit management knowledge
Industry codes of practice and legislation
Company policies, procedures and products and services offered
Business communication skills
Accurate record keeping
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 59 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSRETA301A Provide customer service in a retail agency
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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.
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 54
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
Financial Service Reform Act (FSRA)
Legislation
Industry codes of practice
Company policies and procedures
Business communication skills
Customer special needs
Security checking procedures
Basic financial indicators, ratios and calculations
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 60 of 88 Version 2: November 2007
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 61 of 88 Version 2: November 2007
RECORD OF CONVERSATION FNSRETA303A Monitor and manage transactions
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE: 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.
KEY POINTS The candidate’s response should evidence the following
INDUSTRY REQUIREMENTS These must be evidenced in the
candidate’s response
Indicate if response addresses KP and IR
COMMENTS Record other key points and examples from conversation.
Identify whether a practical assessment is warranted.
Question 57
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
Legislation and statutory requirements
Industry codes of practice
Company policies and procedures
Business communication skills
Security checking procedures
Equipment operation and maintenance
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 62 of 88 Version 2: November 2007
SECTION D
Practical Tasks and Observation Recording
Sheets You 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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 63 of 88 Version 2: November 2007
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
FNSICGEN301A
Communicate in the workplace
Generic component assessable across all tasks
FNSICGEN304A
Apply health and safety practices in the workplace
Generic component assessable across all tasks
FNSICIND301A Work in the financial services industry
Generic component assessable across all tasks
FNSICGEN302A
Use technology in the workplace
Generic component assessable across all tasks
FNSICGEN303A
Work with others
TASK 1
Source 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
FNSICCUS302A
Process customer complaints
FNSICCUS301A
Respond to customer enquiries
TASK 2
In 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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 64 of 88 Version 2: November 2007
Unit of Competency
Practical Task
FNSCRDT301A
Process applications for credit
FNSCRDT302A
Assess applications for debt finance
FNSCRDT303A
Monitor and control accounts
TASK 3
Read 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:
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
FNSRETA301A
Provide customer service in a retail agency
FNSRETS303A
Monitor and manage transactions
TASK 4
Part A
This 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 B
In 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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 65 of 88 Version 2: November 2007
Unit of Competency
Practical Task
FNSICGEN305A
Maintain daily financial / business records
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
TASK 5
Using 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
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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 66 of 88 Version 2: November 2007
OBSERVATION RECORDING SHEET Practical 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
FNSICGEN304A
1, 2, 3
FNSICGEN302A
5, 6
FNSICND301A
1, 2
FNSICGEN301A
1
FNSICGEN302A
1, 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
Industry codes of practice
Company policy, guidelines and procedures
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 67 of 88 Version 2: November 2007
Unit and element covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
FNSICGEN301A
2, 3, 4
FNSICGEN303A
1, 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
Identifies resources required for task
Supports others in workload and through change
Discrimination guidelines
Effective communication techniques
Written communication
Working with diversity
Technical assistance
Computer skills
Operating instructions and manuals
Security procedures
Time management
Change management
FNSICCUS301A
1, 2
FNSICCUS302A
1, 2
FNSICGEN301A
1, 2, 3
FNSICCUS301A
3, 4, 5
FNSICCUS302A
3, 4
FNSICGEN301A
4
FNSICIND301A
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
Communication skills and techniques
Customer relation procedures
Legislation and regulations
PS146
Company policies and procedures
Company products policy terms and conditions
Record keeping
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 68 of 88 Version 2: November 2007
Unit and element covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
1, 2 Documents details of complaint and outcome
Files records
FNSCRDT301A
1, 2, 3, 4
FNSICIND301A
1, 2
FNSICGEN301A
1, 2, 3, 4
3A Provides information upon initial enquiry
Discusses product and terms and conditions
Supports customer in application process
Checks/verifies application details
Gathers information to support application
Maintains application/customer file
Completes all necessary documents
Industry guidelines, procedures and legislation
Industry codes of practice
Company policy, guidelines and procedures
Business communication
Security checking procedures
Credit policy
Customer special needs
FNSCRDT302A
1, 2, 3
FNSICIND301A
1, 2
FNSICGEN301A
1,2, 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
Industry guidelines, procedures and legislation
Industry codes of practice
Company policy, guidelines and procedures
Business communication
Security checking procedures
Principles of lending/credit
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 69 of 88 Version 2: November 2007
Unit and element covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
Makes recommendations to reflect investigation outcomes
Customer special needs
FNSCRDT303A
1, 2,3
FNSICIND301A
1, 2
FNSICGEN301A
1, 2, 3, 4
3C Determines status of debt
Plans recovery action
Identifies and measures accounts deficiencies
Reviews customer trading terms
Contacts customer
Collects monies
Actions breaches and seeks legal advice if required
Maintains company and customer records
Seeks assistance as required
Industry guidelines, procedures and legislation
Industry codes of practice
Company policy, guidelines and procedures
Business communication
Credit management
Customer special needs
FNSRETS301A
1, 2, 3, 4
FNSICIND301A
1, 2
FNSICGEN301A
1, 2, 3, 4
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
Industry guidelines, procedures and legislation
Industry codes of practice
Company policy, guidelines and procedures
Business communication
Financial services reform act (FSRA)
Financial services products and services and their applications
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 70 of 88 Version 2: November 2007
Unit and element covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
Seeks assistance as required Customer special needs
FNSRETA303A
1, 2, 3
FNSICIND301A
1, 2
FNSICGEN301A
1, 2, 3, 4
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 documents
Calculates cash and non-cash documents
Compares terminal reading with cash and non-cash transactions
Achieves a balance
Records takings
Industry guidelines, procedures and legislation
Industry codes of practice
Company policy, guidelines and procedures
Business communication
Security checking procedures
Customer special needs
FNSICND301A
1, 2
FNSICGEN304A
1, 2, 3
FNSICGEN302A
1, 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
Industry guidelines, procedures and legislation
Industry codes of practice
Company policy, guidelines and procedures
OH&S
Technology operations and maintenance
Safe guard information
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 71 of 88 Version 2: November 2007
Unit and element covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
FNSICGEN305A
1, 2, 3, 4
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 cash claims and vouchers
Prepares, checks and files invoices
Audit requirements
Data security
Accurate handling of cheques, vouchers, cash
Banking procedures and guidelines
FNSICACC301A
1, 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
FNSICACC302A
1, 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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 72 of 88 Version 2: November 2007
Unit and element covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
FNSICACC303A
1, 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 systems
File documentation
Legal systems and procedures
Receipt systems
Accurate data entry and allocation
FNSICACC304A
1, 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
Legal systems and procedures
Deposit facilities
Banking methods
Security measures
Accurate data entry and allocation
FNSICACC305A
1, 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)
Legal systems and procedures
Systems controls and data security
Accurate processing and data entry
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 73 of 88 Version 2: November 2007
Unit and element covered in task
Task No.
Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed
Date assessed
FNSICACC306A
1, 2, 3, 4, 5, 6
5/7 Checks documents for accuracy and authorisation
Prepares journal
Authorises journal (or seeks authorisation)
Enters data
Updates related system
Checks journal entries and reconciles
Files documentation
Legal systems and procedures
Data input standards
Accurate processing and data entry
FNSICACC307A
1, 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
Legal systems and procedures
Accurate processing and data entry
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 74 of 88 Version 2: November 2007
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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 75 of 88 Version 2: November 2007
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 Australia
http://www.ibsa.org.au/content/financial/index.html
• Australian Taxation Office www.ato.gov.au
• Financial Planning Association
www.fpa.asn.au
• Uniform Consumer Credit Code www.creditcode.gov.au
• Banking and Financial Services Ombudsman www.bfso.org.au
• Australian competition and Consumer Commission (ACCC) www.accc.gov.au
• Australian Securities and Investments Commission (ASIC) www.asic.gov.au
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 76 of 88 Version 2: November 2007
SECTION F
Third Party Verification The 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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 77 of 88 Version 2: November 2007
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 Signature Print Name and Position
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 78 of 88 Version 2: November 2007
SECTION G
Assessment Tables You 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.
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 79 of 88 Version 2: November 2007
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
1 1
All
All All
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 procedures 2.2 Work tasks undertaken meet the company standards in relation to customer service, professional practice and ethics
2, 3 2, 3
All All
FNSICGEN301A Communicate in the workplace 1. Use a range of techniques to
gain workplace information 1.1 Instructions are followed and, where necessary, questions are asked to clarify what is required 1.2 Information is accessed from record systems and used according to instructions 1.3 Organisational procedures and policies related to workplace information are understood and implemented appropriately 1.4 Information is acquired and used appropriately for its purpose 1.5 Information is received orally using effective telephone techniques where necessary 1.6 Clarification is sought from appropriate personnel, as required
4, 5, 7 4, 5, 7 4, 5,7 4, 5, 7 4, 5, 7 4, 5, 7
All All All All All All
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 conveyed 2.3 Understanding information is confirmed 2.4 Contributions are made to team discussions and informal meetings 2.5 Routine correspondence is prepared following industry and organisation standards 2.6 Numbers are used to carry out calculations as required
4, 5, 6 4, 5, 6 4, 5, 6 4, 5,6 4, 5, 6 4, 5, 6
All All All All All All
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 sensitivity 3.3 Own role in achieving workplace outcome is defined 3.4 Cooperation and negotiation skills are used to fulfil workplace requirements and solve problems 3.5 Constructive contributions are made to group decision making processes
4, 5, 6 4, 5, 6 4, 5, 6 4, 5, 6 4, 5, 6
All All All All All
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 format 4.2 Workplace records are kept up to date
4, 5, 7 4, 5, 7
All All
FNSICGEN302A Use technology in the workplace 1. Clarify the function that the
equipment fulfils 1.1 Computing equipment, associated devices and other equipment used in the workplace are identified 1.2 Functions of the computer equipment, associated devices and other equipment and the outcomes they are used to achieve are
determine
9 9
All All
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 80 of 88 Version 2: November 2007
Elements Performance Criteria Questions Practical Tasks
2. Access and enter information from/into the computer
2.1 Organisational procedures for accessing computer based equipment are followed 2.2 The computer system is navigated to find the required program/file 2.3 Appropriate software, including custom built software, is selected 2.4 The program/file is opened and the required data is identified 2.5 Data is entered, changed or removed as needed 2.6 Files are checked for accuracy 2.7 Internet/intranet searching and sending and receiving of emails is undertaken and relevant information or files are saved as
required
9 9 9 9 9 9 9
All All All All All All All
3. Save files/data and produce computer reports as required
3.1 Files/data are saved following standard procedures prior to exiting the computer equipment 3.2 Reports and documents are produced 3.3 Data and documents are appropriately stored as required 3.4 Procedures for shutting down computers are followed 3.5 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
9 9 9 9 9
All All All All All
4. Use manuals and online help to solve computing problems
4.1 Manuals, training notes, or company documentation are used to solve problems 4.2 Online help is accessed to solve problems
8 8
All All
5. Undertake routine maintenance of computers and associated devices
5.1 Routine maintenance tasks are carried out according to manufacturer’s instructions 5.2 Technical assistance is sought as necessary
10 10
All All
6. Use and maintain other workplace equipment
6.1 Other equipment is used to achieve workplace outcomes as required 6.2 Routine maintenance is carried out or organised in line with manufacturer’s instructions 6.3 Consumables for office equipment are used and replaced as required
10 10 10
All All All
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 times 1.3 Work is conducted within ergonomic guidelines 1.4 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
guidelines 1.6 Safe manual handling techniques and safe equipment operation techniques are employed at all times 1.7 Work areas are kept clean and free from obstacles
11, 12, 13 11, 12,13 11, 12, 13 11, 12, 13 11, 12, 13
11, 12, 13 11, 12, 13
All All All All All
All All
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 legislation 2.2 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, 12,14 11, 12,14
All All
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 81 of 88 Version 2: November 2007
Elements Performance Criteria Questions Practical Tasks
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 procedures 3.2 Workplace procedures and instructions for assessing and controlling risks are followed accurately 3.3 Workplace procedures for dealing with incidents/accidents, fire and emergencies are followed whenever necessary 3.4 Emergency exits are known and kept clear at all times 3.5 Workplace emergency first aid procedures are followed
11,12,14 11, 12,14 11, 12,14 11,12,14 11,12,14
All All All All All
FNSICGEN303A Work with others 1. Interact with others to
achieve workplace outcomes 1.1 Individual responsibilities within the workgroup are identified and met 1.2 Individual performance is periodically checked against group objectives and adjusted as required 1.3 Areas of responsibility that affect other group members are identified and met
15, 16 15, 16 15, 16
1 1 1
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 maintained 2.3 A team commitment to help achieve workplace objectives is made whenever necessary
15, 16 15, 16 15, 16
1 1 1
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 necessary 4.3 Individual work plans are aligned to group activities 4.4 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 informed 4.6 Resources required to achieve workplace outcomes are identified
15, 16
15, 16 15, 16 15, 16 15, 16 15, 16
1
1 1 1 1 1
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 workplace 5.3 Ability to adapt to change is demonstrated in carrying out workplace activities, when applicable
15, 16
15, 16 15, 16
1
1 1
FNSICGEN305A Maintain daily financial/business records 1. Process financial forms and
applications 1.1 Information from documents is identified, checked and recorded 1.2 Documents are processed and recorded or transmitted to appropriate personnel 1.3 All work undertaken is in accordance with organisational procedures, legislation and regulations
17, 18 17, 18 17, 18
5/1 5/1 5/1
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 applicable 2.3 Banking documentation is reconciled with organisation’s financial records, where applicable 2.4 Documentation is completed in accordance with banking guidelines
17, 18 17, 18 17, 18 17, 18
5/1 5/1 5/1 5/1
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 82 of 88 Version 2: November 2007
Elements Performance Criteria Questions Practical Tasks
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 procedures
3.2 Any irregularities are referred to nominated person
17, 18 17, 18
5/1 5/1
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 4.3 Any errors or inaccuracies are corrected 4.4 Invoices and related documents are filed for auditing purposes
17, 18 17, 18 17, 18 17, 18
5/1 5/1 5/1 5/1
FNSICCUS301A Respond to customer enquiries 1. Obtain details of customer
and nature of enquiry 1.1 The nature of the enquiry is clarified and all details obtained 1.2 A decision on whether the enquiry is within the scope of responsibility or authority area is confirmed 1.3 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 provided 1.5 If further investigation is required, the reason is explained to customer and a timeframe is agreed upon for follow up 1.6 Customer details are obtained
19, 20 19, 20 19, 20
19, 20 19, 20 19, 20
2 2 2
2 2 2
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 levels 2.2 Information is obtained, organised and analysed to provide an accurate and satisfactory response
19 19
2 2
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
19 19
2 2
4. Communicate information to the customer
4.1 Where required, components and/or materials are selected from supplier/manufacturer catalogues using predetermined design specifications
4.2 Customer is treated courteously and an on going relationship is encouraged 4.3 Any further queries from the customer are attended to promptly 4.4 Checks and/or follow- up are undertaken to ensure that the response satisfies the customer’s needs
19
19 19 19
2
2 2 2
5. Update relevant records 5.1 Information on the nature and frequency of enquiries is collected for evaluation 5.2 Details of the enquiry are recorded as required by organisational procedures
19 19
2 2
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, 22 21, 22
2 2
2. Process complaint 2.1 The complaint is documented in line with organisation’s procedures and legislative requirements 2.2 Investigation into the details of the complaint is undertaken, if necessary, and results documented 2.3 Customer is informed of the result of the investigation and details verified
21, 22 21, 22 21, 22
2 2 2
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 83 of 88 Version 2: November 2007
Elements Performance Criteria Questions Practical Tasks
3. Resolve or refer complaint 3.1 Issues for the customer and for the organisation are identified 3.2 Appropriate options for resolution are analysed, explained and negotiated with the customer 3.3 Viable options are proposed in accordance with the organisation’s customer service policy and procedures and relevant legislation 3.4 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 3.6 All documents of the claim and report on the investigation are forwarded promptly 3.7 Appropriate personnel are followed up to gain prompt decision
21, 22 21, 22 21, 22 21, 22
21, 22 21, 22 21, 22
2 2 2 2
2 2 2
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 authorisation 1.1 Invoice discrepancies are identified, investigated and rectified 1.2 Invoices are encoded and recorded correctly 1.3 Authorisation for payment is requested of appropriate personnel
24, 25 23, 24, 25 23, 24, 25
5/2 5/2 5/2
2. Remit payment to creditors 2.1 Authority to pay invoices is obtained in accordance with organisation’s policies and procedures 2.2 Cheque requisition is correctly drawn up and authorised 2.3 Correct general ledger to be drawn up and authorised 2.4 Correct account is debited in a timely manner and in accordance with legislative and compliance requirements 2.5 Creditors payments are prepared in an accurate manner
24, 25 24, 25 24, 25 24, 25 24, 25
5/2 5/2 5/2 5/2 5/2
3. Prepare accounts paid report 3.1 Data is collected and entered onto spreadsheet giving details of creditors and amounts paid 3.2 Report on accounts paid is prepared for ratification by appropriate management
24, 25 24, 25
5/2 5/2
4. Reconcile balances outstanding
4.1 Statements of outstanding balances are sought from suppliers where required 4.2 Balances outstanding are reconciled to invoices received
24, 26 24, 26
5/2 5/2
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 accounts 1.3 Receipts are banked according to company guidelines
27, 28
27, 28 27, 28
5/3
5/3 5/3
2. Reconcile accounts 2.1 Accurate responses are given to customers with any billing or account queries 2.2 Billing adjustments are accurately made to the correct customer accounts where applicable 2.3 Customer complaints are responded to appropriately and promptly in accordance with company policy
27, 28 27, 28 27, 28
5/3 5/3 5/3
3. Maintain customer details 3.1 Details on customer account files are kept accurately and up to date 3.2 Sources of customer details are checked for reliability and verified where necessary
28 28
5/3 5/3
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 84 of 88 Version 2: November 2007
Elements Performance Criteria Questions Practical Tasks
FNSICACC303A Prepare, match and process receipts 1. Receive, identify and record
receipt 1.1 Establish procedures are followed 1.2 All receipts are checked for accuracy against remittance 1.3 All receipts are accurately recorded in accordance with company procedures 1.4 Remittance types are accurately identified to ensure correct allocation 1.5 Batching is completed in accordance with company systems and operating procedures 1.6 Relevant departments are advised of total daily receipts according to company operating procedures
29, 30 29, 30 29, 30 29, 30 29, 30 29, 30
5/4 5/4 5/4 5/4 5/4 5/4
2. Match receipts to documentation
2.1 Receipts are checked and matched to documentation accurately and promptly in accordance with company procedures 2.2 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
30 30 30
5/4 5/4 5/4
3. Enter data to system 3.1 All receipts are accurately allocated to appropriate chart of account areas 3.2 Data is entered to systems without error and within time requirements, as specified in relevant company policy and procedures 3.3 All receipts are accurately matched to system debit 3.4 Data and allocation discrepancies are identified promptly to enable follow up 3.5 Advice on source and solution to discrepancies is sought, where necessary, to solve outstanding problems 3.6 Related systems are updated 3.7 Reconciliations are completed and discrepancies between general ledger and sub systems are resolved
31, 32 31, 32 31, 32 31, 32 31, 32 31, 32 31, 32
5/4 5/4 5/4 5/4 5/4 5/4 5/4
4. File documentation 4.1 Documentation is filed promptly in accordance with company policy and procedures 4.2 Location of filed documentation is traceable
31 31
5/4 5/4
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 precisely 33 33
5/5 5/5
2. Prepare deposit facility 2.1 Deposit facility selected is appropriate to the banking method used 2.2 Batched is balanced with deposit facility without error
33 33
5/5 5/5
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 accounts 1.3 Related systems are updated 1.4 Data entry is undertaken in accordance with relevant health and safety requirements 1.5 Systems controls are maintained to ensure the integrity and security of client/payee database
35, 36, 37 35, 36, 37 35, 36, 37 35, 36, 37 35, 36, 37
5/6 5/6 5/6 5/6 5/6
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 85 of 88 Version 2: November 2007
Elements Performance Criteria Questions Practical Tasks
2. Create payment facility 2.1 Payment facility is processed accurately in accordance with company policy and procedures 2.2 Documentation is maintained in a secure manner to protect the privacy and interests of all parties
35, 36, 37 35, 36, 37
5/6 5/6
3. Verify payments against documentation
3.1 Authorisation for payment is confirmed 3.2 Information on payment facility matches approved documentation 3.3 Discrepancies are identified and followed up promptly
35, 36, 37 35, 37 35, 37
5/6 5/6 5/6
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 levels 4.3 Related systems are updated promptly to ensure that the integrity of accounting systems are maintained 4.4 Primary documentation associated with payment is cancelled, or noted, to ensure multiple payments are not made
35, 37
35, 37 35, 37 35, 37
5/6
5/6 5/6 5/6
5. File documentation 5.1 Documentation is filed promptly in accordance with company policy and procedures 5.2 Location of filed documentation is traceable
35 35
5/6 5/6
FNSICACC306A Process journal entries 1. Check and verify supporting
documentation 1.1 Supporting documentation is examined to established accuracy and completeness 1.2 Supporting documentation is examined to ensure authorisation by appropriate level
38, 41 38, 41
5/7 5/7
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 standards 4.2 Transaction is correctly allocated to system and account 4.3 Related systems are updated to maintain integrity of relationships between financial systems 4.4 Data entry is undertaken in accordance with relevant health and safety requirements
39, 41 39, 41 39,41 39, 41
5/7 5/7 5/7 5/7
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
process 1.1 Receipts entered into accounts receivable system are checked for accuracy, consistency and thoroughness 1.2 Incorrect entries are identified and accurately recorded according to type and source of receipt 1.3 Discrepancies between monies owed and monies paid are identified and investigated according to company policy and
establishment procedures 1.4 Receipts entered into accounts receivable system are amended according to established procedures
42 42 42
42
5/8/ 5/8 5/8
5/8
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 86 of 88 Version 2: November 2007
Elements Performance Criteria Questions Practical Tasks
2. Identify bad and doubtful debts
2.1 Debtor’s ledger is regularly reviewed in accordance with company policy and guidelines to identify outstanding monies 2.2 Further information required is sought from relevant sources 2.3 Bad or doubtful debt status is verified through liaison with debtors 2.4 Reporting procedures and appropriate documentation for bad and doubtful is completed in accordance with company policy and
guidelines
42 42 42 42
5/8 5/8 5/8 5/8
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, 44 42, 44 42, 44
5/8 5/8 5/8
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, 43 42, 43
5/8
5/8 5/8
5. Prepare reports and file documentation
5.1 Reports are prepared which document accounts receivable debt recovery type, cause and recovery plan 5.2 Reports are distributed to supervisors, managers and other relevant parties 5.3 Documentation is filed promptly in accordance with company policy and procedures
42, 44 42, 44 42, 44
5/8 5/8 5/8
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 customer 1.3 Basic requirements, amount, term and interest rate are ascertained 1.4 Deposit requirements are determined in accordance with credit policy 1.5 Credit details are provided to customer after calculation 1.6 Requirements of Consumer Credit Code and industry codes of practice are met
45, 46 45, 46 45, 46 45, 46 45, 46 45, 46
3A 3A 3A 3A 3A 3A
2. Check and verify details 2.1 Information required to support loan application is gathered in accordance with credit policy 2.2 Information is recorded using organisation’s policies and procedures 2.3 Information provided by applicant and obtained from other sources is verified for accuracy and compliance with relevant legislative
and organisational requirements 2.4 Completed information is conveyed to approving officer for credit assessment
45, 47, 48 45, 47, 48 45, 47,48
45, 47, 48
3A 3A 3A
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 procedures
3.2 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
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 87 of 88 Version 2: November 2007
Elements Performance Criteria Questions Practical Tasks
FNSCRDT302A Assess applications for debt finance 1. Check and review
application details 1.1 Information regarding the applicant is verified using accepted credit and identity checking process 1.2 Information provided in the application for debt finance is checked for completeness
49, 50 49, 50
3B 3B
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 application 2.3 Possible risks associated with the application or applicant are identified and evaluated in order to minimise or protect against
possible risk accepted 2.4 The need to take security to minimise risk exposure is identified in accordance with the organisation’s credit policies 2.5 Assessment is documented in accordance with the organisation’s procedures
49 49, 51
49
49 49
3B 3B 3B
3B 3B
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 3.2 Decisions to advance funds that fall outside the officers approval or limits of authority are referred to relevant approving personnel 3.3 Recommendations to accept or reject application to advance funds are signed and forwarded to relevant personnel promptly and in
accordance with organisation’s procedures
49 49 49
3B 3B 3B
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 guidelines 1.3 Day sales outstanding are measured according to credit policy and budgets 1.4 Any information deficiencies are identified and additional information sought from appropriate sources 1.5 Records of customer contact are accurately maintained
52 52 52 52 52
3C 3C 3C 3C 3C
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 outstanding 2.3 Necessary measures to collect monies are completed within company guidelines and timelines 2.4 Monies owing that constitute breaches of company credit policy are actioned in accordance with company policy
53 53 53 53
3C 3C 3C 3C
3. Determine nature and cause of claim
3.1 Background to claim is thoroughly researched based on client’s outline of task 3.2 Records are thoroughly checked for verification of all case material 3.3 Legal practitioners are cooperatively consulted for advice 3.4 Type of claim is correctly identified to establish the appropriate legal process to serve
52, 53 52, 53 52, 53 52, 53
3C 3C 3C 3C
FNSRETA301A Provide customer service in a retail agency 1. Represent the financial
services institution 1.1 The role and purpose of the agency in providing services on behalf of the financial services institution is recognised and confirmed 1.2 Knowledge of the relevant range of products and services is developed and maintained 1.3 Documentation about the financial services institution and its products and services is effectively maintained to ensure its
accessibility, accuracy, currency and quality 1.4 Relevant contact people, hotline phone numbers and websites of the financial services institution are accessed to provide support
and clarify service queries
54, 56 54, 56 54, 56
54, 56
4A 4A 4A
4A
RPL Assessor Kit FNS30104 Certificate III in Financial Services
© State of Queensland (Department of Education, Training and the Arts) 2007 Page 88 of 88 Version 2: November 2007
Elements Performance Criteria Questions Practical Tasks
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 advice 2.2 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 resolution 2.3 Help and assistance is provided to customers to ensure the full and accurate completion of documentation or transaction forms
55, 56 55, 56
55, 56
4A 4A
4A
3. Process customer transactions
3.1 Information or forms provided by customers are checked for accuracy and completeness 3.2 Transactions are completed in a timely and accurate manner using the protocols and processes of the financial services institution 3.3 Accurate customer account and transaction details are maintained 3.4 Accurate reconciliation of monies received with transaction records is conducted routinely 3.5 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, 56 55, 56 55, 56 55, 56 55, 56 55, 56
4A 4A 4A 4A 4A 4A
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 accuracy 1.3 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
57 57 57
4B 4B 4B
2. Remove receipts from terminal
2.1 Terminal balances are performed in line with organisation’s policies and procedures 2.2 Cash is supplied to terminal or drawer according to organisation’s policies and procedures 2.3 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, 58 57, 58 57, 58 57, 58
4B 4B 4B 4B
3. Reconcile receipts 3.1 Cash and non- cash documents are correctly counted/calculated 3.2 Terminal reading and sum of cash and non-cash transactions are compared appropriately to achieve balance 3.3 Records of individual takings are recorded accurately and in accordance with organisation’s policies and procedures
57, 58 57, 58 57, 58
4B 4B 4B