Personal Banker — Learning Journey Study Block 1
Participant name:Salary ID:
Introduction
Completing this Workbook
1Use business technology
2Contribute to health and safety of self and others
3Resolve disputes
4 Professional practice
Study Block 1 — Training History Evidence Checklist
Learning log
Introduction
Instructions — Example Only
Learning log
Manager Report — Study Block 1
Manager Declaration
Prior to your scheduled Kaplan Assessor visit/call
Participant Declaration
Assessment Outcome
Participant Activity Workbook — Learning Journey Study Block 11
DO NOT DELETE HIDDEN TEXT
Introduction
To 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 Workbook
All 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.
1Use business technology
1.1At your branch, who is responsible for identifying and replacing technology consumables suchas printer cartridges, printer paper, letterhead etc?
1.2At your branch, who can carry out or arrange routine maintenance or repairs on equipment such as your printer, fax machine, scanner etc. if there is an issue with the equipment?
1.3If you identify an equipment fault, what steps would you take to fix the issue?
2Contribute to health and safety of self and others
2.1Answer the following two questions to demonstrate your understanding of what to do if you identify a hazard, incident or emergency in your branch.
(a)What procedures do you follow for raising Workplace Health and Safety (WHS) issues or concerns?
(b)Where on the Westpac Intranet would you locate WHS forms/reports if you needed to report an issue/incident?
2.2Who is the designated person for raising issues or reporting concerns at your branch?
2.3How have you contributed to workplace meetings, inspections or other WHS activities?
2.4Name the current WHS legislation affecting your workplace?
2.5List three (3) of Westpac’s responsibilities as an employer under current WHS legislation?
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2.6List three (3) of your responsibilities as an employee under current WHS legislation?
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3Resolve disputes
3.1What are Westpac’s policies and procedures in relation to resolving customer complaints/disputes?
3.2Think of a time when you handled a customer dispute/complaint and use this example to answer the following questions.
(a)What procedures did you follow to identify the problem?
(b)What procedures did you follow to investigate the dispute/complaint further and determine the action to be taken?
(c)How did you resolve this dispute/complaint?
(d)What procedures or guidelines did you follow to record this dispute?
(e)How did you finalise the dispute/complaint?
3.3 Where disputes are referred to the Financial Services Ombudsman and a binding determination requiring action by Westpac is made what responsibilities does Westpac have in upholding this determination?
Information on the Financial Services Ombudsman Dispute handling process in detail can be found at:
4Professional practice
4.1Identify how the two areas of the financial services industry listed below impact your role.
Financial services industry / How does it impact your role?Financial Planning
Investments
4.2List two (2) external forces impacting on the financial services industry and
explain how they affect your role? For example, economic climate.
4.3Explain how the bodies of legislation listed below impact your role.
Legislation / How does it impact your role?Future of Financial Advice (FOFA)
Privacy Act
National Consumer Credit Protection (NCCP)
4.4Traditionally the term ‘bottom line’ has focused on the profit a company canmake. Theconcept of triple bottom line principles adds two more ‘bottom lines’; social and environmental concerns. The three together are often paraphrased as ‘Profit, People, Planet’.
Coined in 1994 by John Elkington and later used in his 1997 book ‘Cannibals With Forks: TheTriple Bottom Line of 21st Century Business’ describing the separate financial, social and environmental ‘bottom lines’ ofcompanies.
A triple bottom line measures the company’s economic value, ‘peopleaccount’ — whichmeasures the company’s degree of social responsibility and the company’s ‘planet account’ — which measures the company’s environmental responsibility. Elkington argued that companies should prepare three bottom lines — the triple bottom line — instead of focusing solely on itsfinances, thereby giving consideration to the company’s social, economic and environmental impact.
Source:Investopedia
Access Westpac’s Sustainability and Community internet site:
(a)There are four (4) headings listed under Sustainability and Community. List these in the space below:
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Access the Many Rivers Microfinance page on the internet site:
(b)Briefly describe Westpac’s relationship with Many Rivers Microfinance and which of the Triple Bottom Line Principles (People, Profit, Planet) this meets.
Access the Responsible banking and investment page on the intranet site:
(c)Provide three (3) examples of how Westpac incorporates and support the triple bottom line principles. Possible examples can be foundunder the site listed above.
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Study Block 1 —
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 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 Reportingtab>My reports>Learner – My Training History>Run.
You must show successful completion and/or attendance to the following programs:
eAcademy training program / Date completed/attendedBuilding Emergency Procedures
Disclosure — BB & NCP Personal Advice
Disclosure — General Insurance Personal Advice
Disclosure — Generic
Doing The Right Thing In Westpac
Health and Safety for Branches
Privacy Training Credit Module
Resolve Recover Delight
RG146 Tier 2 Personal Advice Accreditation
Spider@Westpac — Supervisor Operations
Your Health and Safety
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 of 12 hours per month (24 per 2 months for your first Study Block). 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.
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 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
Date / Description of learning/Training activity & key learning/s / Start time / End time / Total timeManager 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:
●BSBOHS201AParticipate in OHS processes
●FNSCUS402AResolve Disputes.
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 weappreciate your contribution towards the competency decision. To support this decision weask 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
Working safely in accordance with Westpac safety procedures
Implement work safety requirements to Westpac standards
Participate in WHS consultative processes e.g. complete WHS check list and/or meetings
Manage complaints and disputes as relevant to their role
Ask questions and establish that a dispute/complaint exists
Investigate the dispute/complaint and determine the action to be taken
Resolve dispute/complaint within Westpac procedures
Finalise dispute/complaint within Westpac procedures
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 1 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.
© Kaplan Education Pty Ltd. All rights reserved.
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry