Provide Banking-Related Information

LEARNER ASSESSMENT PACK

Provide banking-related information

services

(7223)

NAME:

ORGANISATION:

COURSE NO:

RPL:

Unit Standard SAQA 8101 – Manage Time and The Work Process Within the Insurance Environment

INDEX

Page No

Instructions to Learner 1

Assignment: Assessment Questionnaire 4

Declaration of Authenticity 12

Final version – August 2004

Unit Standard SAQA 7223 – Provide banking-related information services

INSTRUCTIONS TO LEARNER

Purpose of the Assessment:

/ The purpose of assessment against this unit standard is to
award credits on the NQF to learners who are able to:
§ Provide customers with account statements and balances.
§ Attend to customer inquiries.
§ Provide interest information.

Context of the Unit Standard

This unit standard is registered on the National Qualifications Framework as follows:

Field: / Business, Commerce and Management Studies
Sub-field: / Finance, Economics and Accounting
Number: / 7223
Level: / Level 4
Credits: / 4

Learning Assumptions:

/ Open

Assessment Methods:

/ The following assessment methods will be used for this assessment:
§ Observation - O
§ Questioning - Q
§ Product Sample - PS

Assessment Process:

/ Step 1 – Planning for the Assessment
- You will need to complete an assessment plan together with your assessor/line supervisor
- Your assessor will prepare you for your assessment and complete the assessment preparation plan with you
- Ensure you are familiar with what is expected of you for this assessment and the unit standard

Assessment Process (Cont):

/ Step 2 – Completing the Assessment
- This assessment will be completed by means of a Questionnaire detailed on page 4, Observation on page on 8 and Product Sample on page 10.
- Hand in the questionnaire fully completed as per the instructions by the date agreed on the assessment plan
- Your assessor may ask you additional questions
- Your assessor will record the evidence that you have submitted onto the assessment guide
- Based on this evidence, the assessor will make a judgement of 'Competent' or 'Not Yet Competent' or 'Not Assessed' for each assessment criteria and overall for the total unit standard
Step 3 – After the Assessment
- If 'Not Assessed' you and the assessor will agree on the criteria not assessed and arrange an additional assessment date
- If 'Not Yet Competent' you and the assessor will identify why this judgement has been made and the action/s necessary. A re-assessment date should also be agreed upon
- All decisions will be recorded on the assessment guide, which all parties should sign
- You will only be declared 'Competent' if you have provided sufficient and valid evidence against all the assessment criteria and specific outcomes of this unit standard
- After declaration of competence, your assessment is subject to the internal moderation process
- Once this is complete, your results will be entered onto SAQA's NLRD – National Learner Record Database

Special Conditions:

/ - The declaration of authenticity on page 12 must be signed by your manager, your assessor and yourself to certify that the evidence is authentic and that this has been applied in your workplace
- Feedback on your assessment will be given to you by your Line Manager/Assessor

Resources:

/ The following additional/supporting resources will help you when preparing for your assessment:

Resource

/ Reference / Available From
Access to computer
Access to system
Access to policies and procedures
Access to the Code of Banking Practice

Final version – August 2004

Unit Standard SAQA 7223 – Provide banking-related information services

Section 1: QUESTIONING

Introduction:

The following questions comprise the Knowledge Assessment for Unit Standard 7223. They represent the theoretical component of the evaluation and they test your understanding of the different work activities. You must answer all the questions in full and write in the spaces provided. The mark allocation is a guide to the number of factors being evaluated per question.

As the learner you must:

§ Write all your answers in the space below the questions.

§ Ensure that you have answered all the questions.

§ Ensure that you have answered the questions in full.

QUESTIONNAIRE

SPECIFIC OUTCOME 1: Provide customer with account statements and balances.

Question 1: List three documents that can be used for positive customer identification.

______

(3)

Question 2: List the different system-printed statements and balances.

______

(4)

Question 3: What are back copy statements?

______

(2)

QUESTIONNAIRE (Cont)

SPECIFIC OUTCOME 1: Provide customer with account statements and balances.

Question 4: Describe the steps in ordering back copies for both system-based and microfiche copies.

______

(3)

Question 5: What is the difference between formal and informal statements?

______

(2)

Question 6: Provide three different examples of statement prices.

______

(3)

Question 7: How are charges recovered for these statement types?

______

(2)

Question 8: When does one recover charges for statements?

______

(2)

QUESTIONNAIRE (Cont)

SPECIFIC OUTCOME 2: Attend to customer inquiries.

Question 9: List three customer query types.

______

(3)

Question 10: What steps need to be taken to complete one of the above?

______

(3)

Question 11: What are statement narratives?

______

(2)

Question 12: Provide an example of a query type service fee and/or related charges.

______

(2)

Question 13: What steps need to be taken when concluding the transaction with the

customer?

______

(3)

Question 14: Before concluding the query, what should one check with the

customer?

______

(1)

Question 15: Where are different interest rates and types drawn from the electronic

system?

______

(5)

TOTAL FOR SECTION 1 (For Assessor Use Only) / 40

Section 2: OBSERVATION

Introduction

The Observation Assessment represents the physical gathering of information in the workplace. In this section your assessor will observe and evaluate you completing actual work tasks. These tasks correspond with the Unit Standard requirements and should be performed at your work station or within your familiar working environment. The assessor will complete a checklist for each action and allocate a tick or cross in the space provided indicating whether you have successfully completed the task/s or not. You will be assessed only once per assessment criterion.

(For Assessor Use Only)

SECTION 2: OBSERVATION ASSESSMENT

QUESTION NO / DID THE LEARNER / √ / X
SPECIFIC OUTCOME 1: Provide customer with account statements and balances.
1 / Did the learner ask for positive identification according to company specific requirements?
2 / Did the learner verify and scan the documentation?
3 / Did the learner identify the customer's request correctly?
4 / Did the learner confirm/verify the customer's request correctly?
SPECIFIC OUTCOME 2: Attend to customer inquiries.
5 / Did the learner ask for positive identification according to company specific requirements?
6 / Did the learner verify and scan documentation?
7 / Did the learner thank the customer?
8 / Did the learner check for any other requirements?

OBSERVATION ASSESSMENT (Cont)

SPECIFIC OUTCOME 3: Provide interest information.
9 / Did the learner correctly identify what interest charges apply to which products?
10 / What are the different interest rates and types that you would explain to a customer when required?
11 / Did the learner access current interest rates/types from the electronic/manual system correctly?
12 / Did the learner calculate the basic interest rate correctly?
13 / Did the learner explain how interest is calculated and when it is paid according to interest payment cycles per product?
The learner must achieve a tick in ALL of the questions in order to be rated at COMPETENT / C / NYC
RESULT FOR SECTION 2 (For Assessor Use Only)

Section 3: Product Sample

Introduction:

The Product Sample represents physical evidence or proof of work completed. You will be required to submit actual evidence of work completed in full. This evidence provides your assessor with material proof that you have completed certain work activities required for this assessment. In some cases it may be a system generated print-out or a customer’s statement or a copy of an ID document, in others it may be a number of documents that would normally be collected as proof of a work task completed for filing or data capturing.

(For Assessor Use Only)

SECTION 3: PRODUCT SAMPLE CHECKLIST

QUESTION NO / DID THE LEARNER / √ / X
SPECIFIC OUTCOME 1: Provide customer with account statements and balances.
1 / Did the learner produce the request for statement: letter, fax, e-mail from customer?
2 / Did the learner produce the confirmation print outs?
3 / Did the learner print or order a back copy?
4 / Did the learner produce a copy of the print statement reflecting as an entry on the account?
SPECIFIC OUTCOME 2: Attend to customer inquiries.
5 / Did the learner produce a provisional or formal statement and/or system?
SPECIFIC OUTCOME 3: Provide interest information.
6 / Did the learner produce the interest rate guide?
7 / Did the learner complete a system-generated interest rate calculation?
The learner must achieve a tick in ALL of the questions in order to be rated at COMPETENT / C / NYC
RESULT FOR SECTION 3 (For Assessor Use Only)
ASSESSOR COMMENTS:
ASSESSOR SIGNATURE: DATE:

DECLARATION OF AUTHENTICITY

We the undersigned hereby declare that ______has completed all of the specified requirements for assessment against this unit standard.

SIGNED: ______

LEARNER: ______

DESIGNATION: ______

DATE: ______

SIGNED: ______

LINE SUPERVISOR: ______

DESIGNATION: ______

DATE: ______

SIGNED: ______

ASSESSOR: ______

DESIGNATION: ______

DATE: ______

Final version – August 2004