Course Title: Manage banking and service strategy for small business customers

Part A: Course Overview

Program: C5379 Diploma of Financial Services

Course Title: Manage banking and service strategy for small business customers

Portfolio: Vocational Education

Nominal Hours: 60

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




Learning Mode

Teaching Period(s)


City Campus


650T Vocational Business Education

Face-to-Face or Internet

Term2 2018,
Term1 2019,
Term2 2019,
Term1 2020,
Term2 2020,
Term1 2021

Course Contact: Doug Gourlay

Course Contact Phone: +61 3 9925 5944

Course Contact Email:

Course Description

This unit describes the skills and knowledge required to manage a team of customer service officers offering tailored services to small business customers and includes establishing and monitoring performance measures, high level problem solving, opportunity seeking and reporting.

It applies to individuals who use a range of managerial techniques and leadership skills to plan and monitor the work of the team while taking responsibility for implementing and promoting strategic business activities.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

FNSBNK501 Manage banking and service strategy for small business customers


1. Develop services for small businesses

2. Manage small business customer service teams

3. Lead, support and develop small business customer service teams

4. Evaluate and report outcomes

Learning Outcomes

Overview of Assessment

In order to achieve competency in this unit, you must provide

Performance evidence

Evidence of the ability to:

  • undertake high level planning and human resource development to manage services for small business customers
  • establish and monitor team performance measures and provide feedback and coaching as required
  • clearly articulate role and team requirements, and organisational policy and procedures to support performance
  • effectively manage a team of small business customer service officers
  • review and report on product and service offerings, including the development of appropriate solutions.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • analyse and describe the key characteristics of customer motivations, needs and wants
  • analyse the key features of and discuss issues relating to the small business market segment
  • compare and contrast the benefits and applications of a range of financial products and services
  • describe the key features of legislation and regulation relevant to:
    • financial services
    • company law
    • competition and consumers
  • outline the key features of organisational systems, policy, procedures and protocols related to managing services for small business customers
  • analyse and discuss the key principles of business management
  • analyse and discuss the key principles of human resource management.

Assessment conditions

 Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the banking field of work and include access to:

  • office equipment, technology, software and consumables
  • financial services product information
  • organisational policy, procedures and process documentation.


Feedback will be provided throughout the semester in class and/or online discussions.  You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.