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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 

REGISTERED UNIT STANDARD: 

Provide customer service in a banking environment 

SAQA US ID UNIT STANDARD TITLE
7175  Provide customer service in a banking environment 
ORIGINATOR
SGB Banking and Micro Finance 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
BANKSETA - Banking Sector Education and Training Authority 
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Finance, Economics and Accounting 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2015-07-01  2018-06-30  SAQA 10105/14 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-06-30   2022-06-30  

 

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

 

 

PURPOSE OF THE UNIT STANDARD 
This unit standard is intended for people dealing with customers. A person credited with this unit standard will be able to present a positive image to customers, respond to customers in an appropriate manner under varying circumstances and provide additional information and promote banking products and services. 

 

UNIT STANDARD OUTCOME HEADER 
Present a positive image to customers 

 

Specific Outcomes and Assessment Criteria: 
 
SPECIFIC OUTCOME 1 
Present a positive image to customers. 
OUTCOME NOTES 

ASSESSMENT CRITERIA 

 

ASSESSMENT CRITERION 1 
1. The workstation is maintained in a neat and tidy manner. 

 

ASSESSMENT CRITERION 2 
2. Equipment and supplies used in transactions with customers are consistently available, up to date and in good working order. 

 

ASSESSMENT CRITERION 3 
3. Personal appearance is consistent with company specific guidelines. 

 

SPECIFIC OUTCOME 2 
Respond to customers in an appropriate manner under varying circumstances. 

ASSESSMENT CRITERIA 

 

ASSESSMENT CRITERION 1 
1. All customers are promptly responded to according to company service guidelines. 

 

ASSESSMENT CRITERION 2 
2. Contact with the customer is established and maintained throughout the transaction process. 

 

ASSESSMENT CRITERION 3 
3. All customers are responded to in accordance with company specific customer service guidelines. 

 

SPECIFIC OUTCOME 3 
Provide additional information and promote banking products and services. 

ASSESSMENT CRITERIA 

 

ASSESSMENT CRITERION 1 
1. Customer enquiries are responded to in accordance with their requirements. 

 

ASSESSMENT CRITERION 2 
2. Products and services are promoted in accordance with company specific requirements. 

 

ASSESSMENT CRITERION 3 
3. Customers are directed to the appropriate product experts in accordance with the customer needs. 


 

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA. 

2. Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA. 

3. Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

Therefore anyone wishing to be assessed against this unit standard may apply to be assessed by any assessment agency, assessor or provider institution which is accredited by the relevant ETQA. 

 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • knowledge of the equipment and supplies required to perform the job effectively;
  • knowledge of the company's policy relating to dress code and appearance;
  • knowledge of the company's service guidelines;
  • knowledge of the various cultures in the area and how best to deal with each;
  • knowledge of the company's products / services;
  • knowledge of the various departments and their responsibility / expertise in the company 


 

Critical Cross-field Outcomes (CCFO): 

 

UNIT STANDARD CCFO IDENTIFYING 
To identify and solve problems when assessing customer needs and directing them to appropriate product experts. 

 

UNIT STANDARD CCFO ORGANISING 
To organise and manage self and activities by keeping the workstation in a neat and tidy manner; ensuring that equipment and suppliers are always available and in good working order. 

 

UNIT STANDARD CCFO COMMUNICATING 
To communicate effectively when promoting products and services. 

REREGISTRATION HISTORY 
As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

 

QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
  ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
Core  59365   National Certificate: Freight Forwarding and Customs Compliance  Level 3  NQF Level 03  Reregistered  2018-06-30  TETA 
Elective  20184   National Certificate: Banking  Level 3  NQF Level 03  Reregistered  2018-06-30  BANKSETA 


 

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
 

 

1. Aldabri 106 (Pty) Ltd 
2. BPL Academy 
3. Centre for Logistics Excellence (Pty) Ltd 
4. College for Business and Maritime Studies 
5. Cornerstone Performance Solutions (Pty) Ltd 
6. Culhane Consulting 
7. Global Maritime Legal Solutions (Pty) Ltd 
8. Indub Trading c.c. 
9. Innovative Shared Services 
10. Learning Exchange Pty (Ltd) 
11. METRO MINDS 
12. NOSA LOGISTICS PTY LTD 
13. OnTrack Learning Solutions CC 
14. P and R Development and Training (Pty) Ltd 
15. Robertsons Cargo Consultancy (Pty) Ltd 
16. SA Maritime School and Transport College 
17. School of Shipping 
18. Skills Development Specialists 
19. Y2K College 

 

All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.