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Unit Title

Work Effectively in the Financial Services Sector

Unit Code

EIS BAW2 01 0812

Unit Descriptor

This unit describes the performance outcomes, skills and

knowledge required to correctly interpret and apply industry and

organisation procedures, guidelines, policies, ethical standards

and sustainability requirements to day-to-day work in the financial

services industry.

Elements

Performance Criteria

1.

Work within

1.1. Guidelines, procedures, legislation and codes of

financial services

practice applying to the financial industry are identified and

industry

the effects on everyday work determined

guidelines,

procedures and

1.2. Workplace procedures and instructions for environmentally

legislation

sustainable work practices are recognized and followed

and any potential improvements suggested to appropriate

personnel

1.3. Work tasks are carried out in accordance with specific

organization policy, guidelines and procedures

1.4. Work tasks are undertaken to meet the organization

philosophy, values and objectives in relation to customer

service, professional practice and ethical principles

1.5. Assistance in clarifying the application of the guidelines,

procedures and legislation is sought from appropriate

personnel where necessary

2.

Communicate in

2.1. Effective listening and speaking skills are used in verbal

the workplace

communication

2.2. Instructions or enquiries are responded to promptly and in

accordance with organizational requirements

2.3. Presentation of written information is conducted to meet

organizational standards of style, format and accuracy

2.4. Communication is used to develop and maintain positive

relationships, mutual trust and confidence

3.

Work safely

3.1. Established safety procedures are followed when

conducting work

3.2. Designated persons are identified for reporting queries and

concerns about safety in the workplace

3.3. Actions are taken to eliminate workplace hazards or to

reduce risk

3.4. Organizational procedures are followed for responding to

emergency incidents

4.

Use workplace

4.1. Relevant information management systems and databases

technology

are accessed and used according to organizational

procedures

4.2. Proprietary or organizational software is used effectively

to develop workplace documents, input and extract data and

make calculations

5. Work in a team

5.1. Support to team members is provided to ensure work

environment

group goals are met

5.2. Constructive contribution is made to work group goals and

tasks

5.3. Information relevant to work with work group is shared to

ensure designated goals are met

5.4. Opportunities for improvement of work group activity are

shared with work group members

6.

Develop effective

6.1. Work and personal priorities are identified and planned to

work habits

achieve a balance between any competing priorities

6.2. Time management strategies are applied to work duties

6.3. Appropriate dress and behavior codes are followed as

required by the workplace, job role or customer contact

Variable

Range

Guidelines,

•

anti-discrimination legislation

procedures,

•

Electronic Funds Transfer (EFT) code of conduct

legislation and codes

•

relevant environmental legislation

of practice may

•

Finance code

include:

•

Financial Services Reform Act (FSRA)

• Financial Transaction Reports Act

• Industry codes of practice

• legislation covering competition, prudential regulation

• Anti-Money Laundering and Counter Terrorism Financing

Acts.

Environmentally

•

improving energy efficiency

sustainable work

•

increasing use of resources that are:

practices include:

renewable

recyclable

reusable

recoverable

• recognising opportunities to reduce emissions of greenhouse

gases

• Reducing use of non-renewable resources.

Appropriate

•

Colleagues

personnel may

•

human resources staff

include:

•

managers or supervisors

•

mentors

Organisation policy,

•

best practice guidelines

guidelines, and

•

organisation and customer charters

procedures may

•

organisation codes of practice

include:

•

complaint and grievance procedures

•

customer services statements

•

induction program

•

industry policy documents

•

industry procedures manuals

•

operating manuals

Organisation

•

best practice guidelines

philosophy, values

•

organisation and customer charters

and objectives may

•

guidance from supervisor

include:

•

vision and mission statements

Verbal

•

answering enquiries from clients

communication may

•

answering telephone calls

include:

•

informal discussions

•

requests from colleagues

• use of voice mail

Standards may

•

ethical behaviour expectations

include:

•

legislation

• organisational policies and procedures

•

specified work standards

• standards set by work group

Safety procedures

•

completing required documentation

may include:

•

displaying health and safety brochures, magazines and other

material

• following OHS guidelines relevant to workplace

• keeping workplace clean and tidy

• City administration, Regional and Federal State legislation

•

office practice manual

• undergoing operator training when using new equipment or

processes

Designated persons

•

designated health and safety officers

may include:

•

managers

• other persons authorised or nominated by the enterprise or

industry

•

supervisors

•

team leaders

Risk is:

•

The chance of something occurring in the workplace or when

carrying out job role activities that could result in injury or

damage to self or others.

Proprietary or

•

client contact systems

organisational

•

custom designed financial software

software may include

•

databases

•

spreadsheets

•

word processers

Support to team

•

explaining and clarifying

members may

•

helping colleagues

include:

•

problem solving

•

providing encouragement

• providing feedback to a team member

• undertaking extra tasks if necessary

Evidence Guide

Critical aspects of

Evidence of the ability to:

Competence

•

apply broad understanding of the relevant financial industry

and the way it operates to work to be carried out

• access, interpret and comply with organisation policy and

procedures

• communicate effectively with others and act as an effective

team member

• use proprietary and industry specific software effectively in

day-to-day activities

• interpret and comply with relevant workplace legislation and

codes of practice

• perform work within a quality customer service environment

• work in a safe and environmentally sustainable manner

Underpinning

Demonstrates knowledge of

Knowledge and

•

ethical principles that apply to work in the financial services

Attitudes

industry

• industry and organisation policies and procedures

• questioning and listening techniques

• relevant environmental and resource efficiency systems and

procedures for own work area

• relevant knowledge of industry codes of practice

• relevant legislation and statutory requirements that impact on

the industry, including occupational health and safety (OHS)

and sustainable practices

Underpinning Skills

Demonstrates:

•

communication skills to:

determine and confirm work requirements, using

questioning and active listening as required

seek help if required

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural

differences

• numeracy and IT skills to:

undertake basic financial calculations

access and use appropriate software such as word

processors, spreadsheets and databases

access and use internet information

•

literacy skills to:

read and interpret documentation from a variety of sources

and record, gather and consolidate basic financial

information

draft basic documentation

• teamwork skills to work effectively and cooperatively with

others

• planning and organising skills to implement environmental and

energy efficiency policies and procedures relevant to own

work area

• organisational skills, including the ability to plan and sequence

work

• learning skills to maintain knowledge of changes to

organization and industry operational requirements, ethical

behaviours and expectations

Resources

Access is required to real or appropriately simulated situations,

Implication

including work areas, materials and equipment, and to

information on workplace practices and OHS practices.

Assessment Methods

Competency may be assessed through:

• Interview / Written Test / Oral Questioning

• Observation / Demonstration

Context of

Competency may be assessed in the work place or in a

Assessment

simulated work place setting.

Unit Title

Work Effectively with Others

Unit Code

EIS BAW2 02 0812

Unit Descriptor

This unit describes the performance outcomes, skills and

knowledge required to work in a group environment promoting

team commitment and cooperation, supporting team members

and dealing effectively with issues, problems and conflict.

Elements

Performance Criteria

1.

Develop effective

1.1. Own responsibilities and duties are identified in relation to

workplace

workgroup members and activities are undertaken in a

relationships

manner that promotes cooperation and good relationships

1.2. Time and resource constraints are taken into account in

fulfilling work requirements of self and others

1.3. Constructive feedback provided is encouraged,

acknowledged and acted upon by others in the workgroup

2.

Contribute to

2.1. Support to team members are provided to ensure

workgroup

workgroup goals are met

activities

2.2. Workgroup goals and tasks are contributed constructively

according to organizational requirements

2.3. Information relevant to work with workgroup is shared to

ensure designated goals are met

2.4. Strategies/opportunities for improvement of workgroup

are identified and planned in liaison with workgroup

3.

Deal effectively

3.1. Differences in personal values and beliefs and their

with issues,

importance in the development of relationships are

problems and

respected

conflict

3.2. Any linguistic and cultural differences are identified in

communication styles and responded appropriately

3.3. Issues, problems and conflict encountered in the workplace

are identified

3.4. Assistance from workgroup members is sought when issues,

problems and conflict arise and possible ways of dealing

with them are suggested as appropriate or referred to the

appropriate person

Responsibilities

•

Code of Conduct

and duties may

•

job description and employment arrangements

include:

•

organisation's policy relevant to work role

• skills, training and competencies

• supervision and accountability requirements including OHS

•

team structures

Workgroup

•

coach/mentor

members may

•

other members of the organisation

include:

•

peers/work colleagues/team/enterprise

•

supervisor or manager

Feedback on

•

formal/informal performance appraisals

performance

•

obtaining feedback from clients

may include:

•

obtaining feedback from supervisors and colleagues

• personal, reflective behaviour strategies

• routine organisational methods for monitoring service delivery

Support to team

•

explaining/clarifying

members may

•

helping colleagues

include:

•

problem-solving

•

providing encouragement

• providing feedback to a team member

• undertaking extra tasks if necessary

Information to

•

acknowledging satisfactory performance

be shared may

•

acknowledging unsatisfactory performance

include:

•

assisting a colleague

• clarifying the organisation's preferred task completion

methods

•

encouraging colleagues

•

open communication channels

• workplace hazards, risks and controls

Strategies/oppor

•

career planning/development

tunities for

•

coaching, mentoring and/or supervision

improvement

•

formal/informal learning programs

may include:

•

internal/external training provision

•

performance appraisals

•

personal study

Evidence Guide

Critical aspects of

Assessment requires evidence that the candidate:

Competence

•

providing support to team members to ensure goals are met

• seeking feedback from clients and/or colleagues and taking

appropriate action

• knowledge of appropriate conflict resolution techniques

Underpinning

Demonstrates knowledge of:

Knowledge and

•

key provisions of relevant legislation from all levels of

Attitudes

government that may affect aspects of business operations,