Course Title: Resolve disputes
Part A: Course Overview
Program: C4210
Course Title: Resolve disputes
Portfolio: BUS
Nominal Hours: 25.0
Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.Course Code |
Campus |
Career |
School |
Learning Mode |
Teaching Period(s) |
BAFI5141C |
City Campus |
TAFE |
650T TAFE Business |
Face-to-Face |
Course Contact: Arie Herrnstadt
Course Contact Phone: +61 3 9925 5897
Course Contact Email: arie.herrnstadt@rmit.edu.au
Course Description
This unit covers the skills and knowledge involved in resolving disputes between customers and organisations in the financial services industry.
If you are undertaking this course in Melbourne from semester 2, 2012 onwards your teacher will advise you if you require access to a computer for the course. It is recommended that you have access to a mobile computing device to allow greater flexibility in terms of where you can work on campus outside class times.
Pre-requisite Courses and Assumed Knowledge and Capabilities
Nil
National Competency Codes and Titles
National Element Code & Title: |
FNSICGEN404B Resolve disputes |
Elements: |
1. Establish that a dispute exists |
2. Investigate the dispute and determine the action to be taken |
|
3. Resolve dispute |
|
4. Finalise dispute |
Learning Outcomes
Overview of Assessment
Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met. Students will be provided with feedback throughout the course to check their progress.
Assessment 1 – Case study/questionnaire
Assessment 2 – Folio: Recording, acknowledging and determining dispute
Assessment 3 – Folio: Making further investigations and finalising dispute
Assessment 4 – Final graded test/exam