Learning Journey Study Block 2

Home Finance Manager

Learning Journey Study Block 2

Participant Name: ______

Branch: ______

Introduction

Completing this workbook

1Knowledge of products & services

2Financial market needs and sales

Study Block 2 — Training History Evidence Checklist

Learning log

Introduction

Instructions — Example Only

Learning log

Manager Declaration

Prior to your scheduled Kaplan Assessor visit/call

Participant Declaration

Assessment Outcome

Do not delete this line (Section Break)

Activity Workbook — Learning Journey Study Block 2 1

DO NOT DELETE HIDDEN TEXT

Introduction

To be granted the(FNS51811)Diploma of Financial 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 Assessor 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 anexplanation 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

1Knowledge of products & services

1.1Describe a product or service that you sell as part of your role, including the product or service characteristics and the customer profile it is suitable for.

1.2 Explain how your chosen product or service compares to your competitors.

1.3Detail the information you would be required to provide your customer with when discussing your chosen product or service.

1.4Describe the process you undertake in order to maintain your product and service knowledge.

2Financial market needs and sales

2.1 Describe the internal business environment of your branch, including the branches core activities, customer base, strategic direction, performance and capabilities.

2.2 Describe the external business environment impacting on your role activities, includingany changes in financial products and services, economic activity, political factors, competitors and other relevant trends or factors.

2.3Identify a product or service for which you use a focused sales approach. Explain the approach you would take in promoting your chosen product or service. Include in your response how you identify customer needs, present the product or service and ultimately secure the sale.

Product or Service:
Sales Approach:

2.4Describe the opportunities available in your role that can assist you in evaluating your sales approach on an ongoing basis?

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 as evidence towardsadequately assessing you achievement of the (FNS51811) Diploma of 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/attended
HFM Knowing Your Role Self Paced Guide(via eAcademy)
High Impact Key Sellers Meetings(via eAcademy)
Home Finance Manager Induction Guide (via eAcademy)
Knowing Systems Reference Guide - RBB (via eAcademy)
Mastering Consumer Lending Foundations First Assessment
(via eAcademy)
Mastering Consumer Lending Foundations First Workbook
(via eAcademy)

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.

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 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 of12 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 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.

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 30 min/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 / 2.0
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 HFM buddy 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 / 0.5
22/8/14 / Specialist presentation – BT Super / 4.30 pm / 5.30 pm / 1.0
4/9/14 / eAcademy module – Mastering Consumer Lending / 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 / Attend 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

You may insert or remove rows as required.

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

Manager Report – Study Block 1

Each 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:

FNSINC402A Develop and maintain in-depth knowledge of products and services used by an organisation or sector
FNSSAM502A Assess market needs
FNSSAM501A Apply advanced selling techniques to selling of financial products and services

Manager Guide: The Kaplan Trainer/Assessor will make a decision of competency outcome based on work submitted by the participant. As the participants manager 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 Westpac’s products and services / /
Identify compliance implications of Westpac’s products and services / /
Determine the appropriate users for Westpac’s products and services / /
Maintain product knowledge / /
Collect information on the internal business environment / /
Collect information on the external business environment / /
Analyse internal and external business data collected / /
Identify opportunities for financial products / /
Determine viability of options and present results to appropriate personnel / /
Identify products or services that would benefit from a focused sales approach / /
Participant Name:
I have observed this participant… / YES / NO
Develop an approach to selling the product or service / /
Pilot the sales approach / /
Evaluate the sales approach / /
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.

FNSINC402A Develop and maintain in-depth knowledge of products and services used by an organisation or sector

FNSSAM502A Assess market needs * FNSSAM501A Apply advanced selling techniques to selling of financial products and services