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 |
3 |
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:
|
Present a positive image to customers. |
1. The workstation is maintained in a neat and tidy manner. |
2. Equipment and supplies used in transactions with customers are consistently available, up to date and in good working order. |
3. Personal appearance is consistent with company specific guidelines. |
Respond to customers in an appropriate manner under varying circumstances. |
1. All customers are promptly responded to according to company service guidelines. |
2. Contact with the customer is established and maintained throughout the transaction process. |
3. All customers are responded to in accordance with company specific customer service guidelines. |
Provide additional information and promote banking products and services. |
1. Customer enquiries are responded to in accordance with their requirements. |
2. Products and services are promoted in accordance with company specific requirements. |
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. |
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.