Professional Education & Training | Kaplan Professional · Web view2.6 Net Promoter Score (NPS)...

Personal Banker — Learning Journey Study Block 2

Participant name:

Salary ID:

Introduction 1Completing this Workbook.............................................................................1

1 Consumer credit 2

2 Customer service 5

Study Block 2 — Training History Evidence Checklist 9

Learning log 11Introduction..................................................................................................11Instructions — Example Only.......................................................................12Learning log.................................................................................................13

Manager Report — Study Block 2 14

Manager Declaration 16

Prior to your scheduled Kaplan Assessor visit/call 16

Participant Declaration 16

Assessment Outcome 17

Activity Workbook

Participant Activity Workbook — Learning Journey Study Block 2 1

IntroductionTo be granted the (FNS41011) Certificate IV in Banking Services, you need to demonstrate the skills 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 WorkbookAll 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.

© Kaplan Education Pty Ltd. All rights reserved.FNSCRD503A Promote understanding of the role and effective use of consumer credit * BSBCUS403B Implement customer service standards * BSBCUS401B Coordinate implementation of customer service standards

2 FNS41011 Certificate IV in Banking Services

1 Consumer credit1.1 Describe the difference between a secured and unsecured loan?

1.2 Identify two (2) Westpac products that could require security and identify what coud be used as security for each product.

Westpac Product What could be offered as security?

1.3 What does it mean when your customer is in default on their loan?

1.4 How would you explain the implications of defaulting on a secured car loan to your customer?

1.5 Identify an associated risk of fixed rate lending versus variable rate lending.

Participant Activity Workbook_v3_December 2014FNSCRD503A Promote understanding of the role and effective use of consumer credit * BSBCUS403B Implement customer service standards * BSBCUS401B Coordinate implementation of customer service standards


1.6 What are comparison rates? Why are comparison rates important to your customers?

1.7 What Westpac calculator would you use if a customer asks you to demonstrate cost of interest rate plus fees and charges on a personal loan. Where is this located?

1.8 What are three (3) strategies you can discuss with your customers to help them avoid excessive or unmanageable debt.

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1.9 What happens if a customer does not meet their minimum required payments on their credit card?

1.10 How would you advise your customers on avoiding credit card fraud?



1.11 What is the role of a credit reference agency?

1.12 You have processed a loan application for your client and the loan has been declined due to a poor credit history.

(a) How would you explain the implications of a poor credit history to your customers?

(b) If this customer wanted specific details about their own credit history, how would you help them to access this information?



2 Customer service2.1 Access Westpac’s Customer Service Commitments page in the intranet site and

answer the following questions in relation to these commitments. <http://www.westpac.com.au/docs/pdf/aw/Principles_for_doing_business.pdf>.

(a) What three (3) actions do you take to make sure you are available for your customers?

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(b) What guidelines do you adhere to for following up with your customers?

(c) Which of the five (5) commitments could you personally improve on and what is one thing you could to improve in this area?

(d) Which of the five (5) commitments could your branch improve on and what is one thing your branch could to improve in this area?


http://www.westpac.com.au/docs/pdf/aw/Principles_for_doing_business.pdf


(e) How could you share this information with your team to encourage more effective customer service?

2.2 Managing your branch’s budget and resources is something that each team member should be aware of.

(a) What resources does your branch need to ensure customer service commitments are met ? (consider technology, staff, stationary etc.)

(b) During times when these resources and budget are limited, what does your team do to ensure customer needs and expectations are met?

2.3 What communication skills to you use to identify and assess your customer’s needs?



2.4 How do use Relationship Builder to structure and present the information you learn about your customer during an appointment?

2.5 How do you ensure that the products and services you offer your client meet their needs?

2.6 Net Promoter Score (NPS) results provide you and your team with valuable information about how your customers view customer service at your branch.

(a) What steps do you take to review and analyse customer feedback when you receive new NPS result?

(b) How do you respond to the customer that has provided the feedback?

(c) Provide an example of how you have adjusted your customer service as a direct result of customer feedback.



(d) If you notice a trend in your NPS feedback that may improve customer service, how would you share this information with your team?

2.7 What three (3) steps do you take to ensure you promptly resolve customer difficulties and complaints?

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Study Block 2 — Training History Evidence ChecklistYour 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 the (FNS41011) Certificate IV in Banking 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/attended

Best Practice Selling for Personal Banker Part 1

BT Super for Life

BT Super for Life General Advice

BT Super Fundamentals

Code of Banking Practice — Consumer Lending

Consumer Protection

Introduction to Products

NCCP — Account Servicing

NCCP — Loan Documentation

NCCP — Putting It Together

RBB Organisational Customer Types

Westpac General Advice

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 NPS score

What is your team doing to improve/maintain results?

Quality needs based conversations:

Last time you were observed by your Bank Manager/Supervisor having a customer conversation (Date)

What feedback did you receive from your Bank Manager/Supervisor?



Learning logIntroductionEach 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. It shows evidence of activities and training that you participate in that is relevant to the industry that you are 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. This could 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). 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 OnlyYou can log several activities for each day and different activities on different dates. Enter the time in a minimum of 15 minute blocks.

Date Description of learning/Training activity & key learning/s Start time End time Total time

Daily Team meetings including discussion of sales focus and compliance updates 30min/day x 20 days

9.00 am 9.30 am 10.00

Weekly Read weekly updates 30min/week x 4 weeks 8.30 am 9.00 am 2.00

Monthly One-on-one coaching session with Manager x 1 month 11.00 am 12.00 pm 1.00

Monthly One-on-one coaching with FP/LBB/HFM x 1 month 10.00 am 11.00 am 1.00

Monthly Live observation of customer conversations with BM x 1 month

9.30 am 10.00 am 0.50

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 1.00

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, 16/9/14& 17/9/14

Complete Best Banker 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 time



Manager Report — Study Block 2Each Activity Workbook contains a manager report which is required to be completed by your manager. This report allows your manager to contribute to the competency process.

Units of competency being reviewed:

● BSBWOR204A Use business technology

● BSBCUS401B Coordinate implementation of customer service strategies

● FNSCRD503A Promote understanding of the role and effective use of consumer credit an organisation or sector

● FNSINC401A Apply principles of professional practice to work in the financial services industry

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 we appreciate your contribution towards the competency decision. To support this decision we ask 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

Identify the scope, sectors and responsibilities of the industry

Identify and apply financial services industry guidelines, procedures and legislation

Identify sustainability issues for the financial services industry

Manage and record information appropriately

Participate in and facilitate work team activities

Plan work to be completed taking into consideration time, resources and other constraints

Develop and maintain personal competency

Select and use technology

Process and organise data

Maintain technology

Advise on customer service needs

Support implementation of customer service strategies

Evaluate and report on customer service

Identify range and type of customer credit options

Identify and discuss costs of using credit



I have observed this participant…Yes No

Promote effective use of consumer credit

Provide client with information regarding credit reference reports

Comments:



Manager DeclarationBy 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/callPlease 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 DeclarationBy 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 OutcomeI 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.


Professional Education & Training | Kaplan Professional · Web view2.6 Net Promoter Score (NPS)...

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