Learning Plan: Administer Financial Accounts
This Learning Plan has been prepared to help you to confirm you have completed all the required learning activities. Print the Learning Plan and tick the boxes as you complete each activity.
Client Interaction 1
/ What to do / Why do itTask 1
Read the first conversation with Rob in The client. / You will identify the nature of Rob’s request.
View the deposit slip, credit card, cheque and cash Rob has presented in The client. / You will see typical examples of each of these items and access the information you will need to process Rob’s deposit.
Access the Accepting a customer deposit procedure on the VFS intranet. / You will learn the VFS procedure for accepting deposits.
Take the Client Account Basics short course in Learning opportunities. / You will learn the terminology you will need to understand and use in order to assist customers like Rob.
Go to Your tasks and complete Task 1. This task will require you to use a mock VFS system to accept a client deposit according to the VFS procedure. / You will be able to demonstrate the skills and knowledge required to accept a deposit.
Task 2
Read the second part of your conversation with Rob in The client. / You will identify another way you can assist Rob today.
View the envelope Rob has presented in The client. / You will find Rob’s new address details.
Read the VFS intranet procedure Change client address. / You will learn the VFS procedure for accepting a change of address from a client and updating VFS systems.
If you have not already done so, take the Client Account Basics short course in Learning opportunities. / You will learn the terminology you will need to understand and use in order to assist customers like Rob.
Participate in the following discussion topic in Communication.
If a client tells you extra information as part of casual conversation, (eg. changing an address) should you act on it straight away, or wait until you are asked? What about if it’s busy? / You will be able to express your views and see other learners’ views about assisting with clients.
Go to Your tasks and complete Task 2. This task will require you to change a client address using a mock VFS system and following the VFS procedure. / You will be able to demonstrate the skills and knowledge required for updating a client’s address details.
Client Interaction 2
/ What to do / Why do itTask 1
Read the first part of your conversation with Jack in The client. / You will learn the nature of the client’s complaint.
View Jack’s account statement in The client. / You will find important information relating to the client’s complaint.
Access the VFS intranet policy, Client disputes. / You will learn the procedure followed at VFS when a client makes a complaint.
If you have not already done so, take the Client account basics short course in Learning opportunities. / You will learn the terminology you will need to understand and use in order to assist customers like Jack.
Ask a colleague about account adjustments in Learning opportunities. / You will learn how a Customer Service Officer makes good decisions about account adjustments.
Go to Your tasks and complete Task 1. This task will require you to determine whether an adjustment is warranted and to document the reasons for your decision. / You will be able to demonstrate the skills and knowledge necessary determine whether a credit adjustment should be made to a client account.
Task 2
Refer to Jack’s account statement in The client. / You will find the information you need to determine whether an adjustment should be made and if so, the appropriate amount.
Read the Adjust client transaction record procedure on the VFS intranet. / You will find the VFS procedure for adjusting a client’s transaction record.
Participate in one of the following two discussion topics in Communications:
- Do all Tellers and Client Service Officers have the ability to waive fees?
- How often and under what circumstances would you waive fees?
Go to Your tasks and complete Task 2. This task will require you to complete an account adjustment using a mock VFS system and following the VFS procedure. / You will be able to demonstrate the skills and knowledge necessary to make an account adjustment in VFS systems.
Client Interaction 3
/ What to do / Why do itTask 1
Read the client’s conversation with the car owner and with you in The client. / You will learn about situations in which customers may require a bank cheque and how they may request one.
Read the VFS intranet procedure Purchase a Bank Cheque. / You will learn the VFS procedure for assisting a customer to purchase a bank cheque.
If you have not already done so, take the Client account basics short course in Learning opportunities. / You will learn the terminology you will need to understand and use in order to assist customers like Emily.
Take the Non-cash payment facilities short course in Learning opportunities. / You will learn about other non-cash payment facilities your customers may use.
Participate in this discussion topic in Communication.
Which other products serve the same ‘ready cash’ purpose as bank cheques? / You will be able to discuss the merits of the various types of non-cash payment facility.
Go to Your tasks and complete Task 1. This task will require you to use a mock VFS system to provide a bank cheque in accordance with the VFS procedure. / You will be able to practice the procedure for providing bank cheques to customers.
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