Teller — Learning Journey Study Block 2
Participant name:Salary ID:
Introduction
Completing this Workbook
1Process customer complaints
2Deliver and monitor a service to customers
3Process customer transactions
4Balance cash holdings
Study Block 2 — Training History Evidence Checklist
Learning log
Introduction
Instructions — Example Only
Learning log
Manager Report — Study Block 2
Manager Declaration
Prior to your scheduled Kaplan Assessor visit/call
Participant Declaration
Assessment Outcome
Participant Activity Workbook — Learning Journey Study Block 21
DO NOT DELETE HIDDEN TEXT
Introduction
To be granted the (FNS30111) Certificate III in Financial Services you need to demonstrate theskills and knowledge requirements covered by the qualification.This will be done by providing satisfactory evidence of the training you have completed on Westpac’s eAcademy, discussions with your Kaplan trainer and through the completion of the activities contained within this Activity Workbook.
Completing this Workbook
All activities within this workbook are to be completed.
As a general rule each activity will require a brief explanation of your understanding of the topic. Bullet points are acceptable where appropriate. If additional space is required to fully answer the activity you may attach additional pages to the back of this workbook, however please reference the activity within the original space provided. Where possible open this workbook as a word document and type your responses in the boxes provided.
You may be required to research and/or speak with colleagues to adequately answer each of the questions.
Attach your eAcademy Training History Report showing successful completion of the required training to the back of this workbook and sign where indicated.
Assessment
Kaplan will:
●assess your competency based on:
–the level of detail in your answers
–your understanding of the content
–your eAcademy Training History Report
●provide feedback if the evidence you have provided is insufficient or does not demonstrate competency.
1Process customer complaints
1.1Being able to successfully manage customer complaints is an important aspect of any customer service role.
(a)What workplace policies or procedures do you comply with when responding to customer complaints?
(b)List the steps you would follow when responding to customer complaints.
1.2Think of a time when you responded to a customer complaint (If you have not handled a complaint, please list what you would do).
(a)What decisions did you make about the complaint?
(b)What resolution did you negotiate?
(c)How did you document the complaint?
(d)How did you inform the customer of the outcome?
1.3Think of a time when you had to refer a complaint to your manager or another department in Westpac. How did you handle this referral?
2Deliver and monitor a service to customers
2.1What steps can you take to ensure your customer’s experience is positive’?
2.2What procedures do you follow for identifying and clarifying the needs and priorities ofcustomers?
2.3Where do you go to seek help if you are personally unable to meet your customer’s needs or solve their problem?
2.4What is meant by customer confidentiality?
2.5Why is confidentiality important when dealing with customers?
2.6Think of an example of when you assisted a customer with special needs.
For example, acustomer who is wheelchair bound and cannot interact at the tellers counter due to the height of the counter.
What steps did you take to assist the customer and ensure their needs were met?
2.7How does your team monitor and report on customer service at your branch?
3Process customer transactions
3.1List three (3) products offered to your customers, including two (2) features and two(2)benefits for each product.
Product / Features / BenefitsExample:
Term Deposit / ●Higher interest rate
●Fixed interest rate / ●Earn a larger return on your money
●Peace of mind knowing the rate is fixed for a specified term
1. / ●
● / ●
●
2. / ●
● / ●
●
3. / ●
● / ●
●
3.2How do you keep up to date with the products and services offered by Westpac?
3.3How would you handle a transaction outside of your knowledge base or delegated authority?
3.4Why is it important that all forms are completed correctly (both manually and electronically) and that the information is verified by you?
3.5What are the possible consequences of incorrectly processing a customer’s request for:
(a)Periodic payment
(b)Term Deposit
(c)Customer complaint
3.6Reports are an important tool used to track business activities. Research and fill out thetable below to show your understanding of some of the business reports used at Westpac.
Report / What is the purpose of this report? / Who actions this report in your Branch? / What steps are taken to action this report?General Ledger Report
Exception Report
3.7What procedures do you follow for providing customers with statements that monitor thenature and level of transaction activity?
3.8Explain how customer records are stored safely, securely and in accordance with standard processes, recognising the requirement to protect customer privacy and commercial confidentiality.
3.9What general maintenance do you perform on the following equipment:
(a)Security equipment (alarms)
(b)Teller transaction terminals
(c)Document scanner
4Balance cash holdings
4.1What procedures do you follow for maintaining an accurate cash drawer?
4.2At close of business, how do you balance and reconcile the cash drawer, including checking cash and non-cash transactions?
4.3What procedures do you follow if the cash drawer does not balance?
Study Block 2 —
Training History Evidence Checklist
Your eAcademy Training History Report must be attached to this Activity Workbook, as each of the training programs below are required in adequately assessing you achievement of (FNS30111) Certificate III in Financial Services.
You can access your Training History by logging into eAcademy and selecting the
Reporting tab>My reports>Learner - My Training History>Run.
You must show successful completion and/or attendance to the following programs:
eAcademy Training program / Date completed/attendedNCCP — Putting it together
Note: Dates recorded above should be reflected on your eAcademy Training History Report or additional evidence of the training program completion must be provided, i.e. certificate of attendance/completion.
Other activities (Not found on eAcademy)Net Promoter Score — When were NPS results last discussed in a team meeting (Date)
Most recent branch NPS score
What is your team doing to improve/maintain your NPS results?
Personal Performance Review. Last time you had a formal scorecard review with your Bank Manager/Supervisor (Date)
What feedback did you receive from your Bank Manager/Supervisor?
Learning log
Introduction
Each Activity Workbook contains a learning log which is designed to record any training or industry experience that you receive while registered in the Best Banker Program. Itshows evidence of activities and training that you participate in that is relevant to the industry that youare working in and the qualification you are undertaking.
You are required to register the amount of any training and assessment time you participated in throughout the duration of your course.
Training and assessment time should include any professional development activity where you have the opportunity to build skills and knowledge required for your role on and off the job. Thiscould include:
●Completing assessment tasks
●One-to-one coaching with your trainer, manager or others
●Attendance at training courses
●Online training
●Buddying/coaching/mentoring activities
●Job rotation
●Team building
●Research activities i.e. company policies and guidelines, industry and/or competitor information
●Team meetings
●Attending a workshop, seminar, conference
●Asking and gaining insight/information from colleagues
●Company induction not specific to the qualification — induction in the workplace.
It is expected that you record an average of 12 hours per month (36 per 3 months for your second Study Block). The more hours you can log, the more evidence there is for the knowledge and skills you have attained during your program.
You are responsible for your learning log to be completed on a regular basis and have it verified by your Manager at the due date of each Activity Workbook.
Your employer is to ensure that you are given adequate time to complete the learning log requirements as well as all work activities, training and completion of your Activity Workbook.
Note: It is to be kept by you throughout your training and produced when requested by either your Assessor or other government entities such as the Apprenticeship Centre.
Instructions — Example Only
You can log several activities for each day and different activities on different dates.
Enter the time in a minimum of 15 minute blocks.
Daily / Team meetings including discussion of sales focus and compliance updates 30min/day x 20 days / 9.00 am / 9.30 am / 10.0
Weekly / Read weekly updates 30min/week x 4 weeks / 8.30 am / 9.00 am / 2.0
Monthly / One-on-one coaching session with Manager x 1 month / 11.00 am / 12.00 pm / 1.0
Monthly / One-on-one coaching with FP/LBB/HFM x 1 month / 10.00 am / 11.00 am / 1.0
Monthly / Live observation of customer conversations on the counter with BM x 1 month / 9.30 am / 10.00 am / 0.5
22/8/14 / Specialist presentation – BT Super / 4.30 pm / 5.30 pm / 1.0
4/9/14 / eAcademy module – MyBank conversation / 4.00 pm / 5.00 pm / 1.0
8/9/14 / Learn new Internet Banking Procedures and demonstrate for customer / 2.00 pm / 2.30 pm / 0.5
10/9/14 / MyBank Conversation Workshop / 8.30 am / 5.30 pm / 8.0
15/9/14 to 17/9/14 / Complete Best Banker Activity Workbook / 8.00 am / 9.00 am / 3.0
20/9/14 / Best Banker Conference call with Kaplan Trainer / 11.00 am / 12.00 pm / 1.0
Learning log
Date / Description of learning/Training activity & key learning/s / Start time / End time / Total timeManager Report — Study Block 2
Each Activity Workbook contains a manager report which is required to be completed by your manager. This report allows you manager to contribute to the competency process.
Units of competency being reviewed
●BSBWOR203AWork effectively with others
●BSBCMM301BProcess customer complaints
●BSBCUS301BDeliver and monitor a service to customers
●FNSRTS306AProcess customer transactions
●FNSRTS308ABalance cash holdings.
Manager Guide: The Kaplan Trainer/Assessor will make a decision of competency outcome based on work submitted by the participant. As the participants workplace supervisor weappreciate your contribution towards the competency decision. To support this decision weask you to complete the following observation checklist.
For each question, you should certify ‘Yes’ only if you have observed the participant display these behaviours in the workplace. Where you indicate ‘Yes’ you are confirming the participant has completed the tasks as described.
Participant name:I have observed this participant… / Yes / No
Develop effective workplace relationships
Contribute to workgroup activities
Deal effectively with issues, problems and conflict
Respond to complaints
Refer complaints
Exercise judgement to resolve customer service issues
Identify customer needs
Provide and deliver a service to customers
Monitor and report on service delivery
Process basic financial transactions
Administer the transaction process
Maintain accurate cash floats
Remove receipts from terminal
Reconcile takings
Comments:
Manager Declaration
By signing this declaration I confirm:
●I have reviewed the participants learning log and verify that it is accurate and complete.
●I have completed the Manager Report in full and understand my role in the process of obtaining this report.
●I, as the third party, have agreed to participate in the evidence gathering process and understand when and how to collect the evidence.
Manager’s name:Manager’s signature: / Date:
Prior to your scheduled Kaplan Assessor visit/call
Please scan and email to your Kaplan Assessor evidence of:
●Your Activity Workbook, including:
–Your completed learning log
–Your completed Manager Report
–Your completed Training Evidence Checklist
–Your completed Manager & Participant Declarations.
●Your eAcademy Training History Report print out — showing all Study Block 2 learning complete.
Participant Declaration
By signing this declaration I confirm:
●that all evidence for this assessment is present and is my own work.
●that I have reviewed the Manager Report and I agree with the competency outcome.
Participant’s name:Participant’s signature: / Date:
Assessment Outcome
I confirm that all evidence for this assessment is present and I have deemed the assessment:
Satisfactory
Not Yet Satisfactory
Assessor’s name:Assessor’s signature: / Date:
Note: Feedback on your Activity Workbook will be provided by your Assessor at your scheduled visit/call.
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BSBCMM301B Process customer complaints * BSBCUS301B Deliver and monitor a service to customers* FNSRTS306A Process customer transactions * FNSRTS308A balance cash holdings