Course Title: Manage banking and service strategy for small business customers
Part B: Course Detail
Teaching Period: Term1 2019
Course Code: BAFI5235C
Course Title: Manage banking and service strategy for small business customers
School: 650T Vocational Business Education
Campus: City Campus
Program: C5379 - Diploma of Financial Services
Course Contact: Callie Harvey
Course Contact Phone: +61 3 9925 5772
Course Contact Email: callie.harvey@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Course Coordinator
John Calabro
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.
Pre-requisites and Co-requisites
None
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.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
FNSBNK501 Manage banking and service strategy for small business customers |
Element: |
1. Develop services for small businesses |
Performance Criteria: |
1.1 Identify attributes, service needs and wants of small business customers as basis for tailoring communications and services 1.2 Analyse current usage patterns of institution’s small business customers and identify product and service options for them 1.3 Design new products and services tailored to small business customers, and negotiate their implementation in accordance with institution’s business rules and processes 1.4 Identify and plan campaigns targeted to small business portfolio in manner which meets institution’s standards and timeframes 1.5 Develop reward and recognition strategies to build customer loyalty and manage implementation |
Element: |
2. Manage small business customer service teams |
Performance Criteria: |
2.1 Effectively develop and communicate team and individual roles, responsibilities, goals and plans following appropriate consultations and in line with established processes and protocols of institution 2.2 Establish service standards and performance indicators to manage and support performance of customer service teams and their portfolios of customers 2.3 Monitor performance of staff within customer service teams and provide feedback as part of performance management processes of institution 2.4 Identify, implement and monitor processes to ensure effective communication with and within small business customer service teams 2.5 Plan, implement and monitor processes to resolve customer complaints |
Element: |
3. Lead, support and develop small business customer service teams |
Performance Criteria: |
3.1 Actively encourage staff to participate in and assume responsibility for team performance 3.2 Model high standards of personal performance, respect for team members and open communications, and provide staff with opportunity and support to identify and resolve problems 3.3 Provide feedback to staff to recognise effort and success, and provide information, advice and coaching as required in timely and effective manner |
Element: |
4. Evaluate and report outcomes |
Performance Criteria: |
4.1 Develop, implement and monitor strategies to support continuous improvement of small business customer service teams 4.2 Report against targets using standards, protocols and procedures, analyse exception or feedback reports and implement processes to rectify faults or capitalise on opportunities 4.3 Review product and service offering targeted to small business customer segment and recommend solutions for improvement in accordance with institution’s business rules and processes |
Learning Outcomes
Details of Learning Activities
Learning Outcomes
After completing this course, you will be able to:
- Develop services for small businesses
- Manage small business customer service teams
- Lead, support and develop small business customer service teams
- Evaluate and report outcomes
Learning Activities
A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.
The self-paced activities will be delivered thought the Canvas learning management system and include your contribution to discussion threads, project portfolios, quizzes and interactive sessions.
The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment.
We expect you to participate and contribute in all scheduled learning activities.
Teaching Schedule
Teaching Schedule
The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete this course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.
Nominal hours
- FNSBNK501 Manage banking and service strategy for small business customers - 60 Hours
Face to face delivery
3 hours per week for up to 16 weeks (allowing time for assessment submissions and corrections)
Self-Directed Learning
1 hour per week for up to 16 weeks per week
This course is separated into 5 key study topics, these are:
Week 1 – 4 Topic 1 – Develop Services for small business
Week 5 - 7 Topic 2 - Manage small business customer service teams
Week 8 - 11 Topic 3 - Lead, support and develop business customer service teams
Week 12 -13 Topic 4 - Evaluate and report outcomes
Week 14 Topic 5 - Develop and maintain your own knowledge and skills
Schedule- 2019
Week
|
Week Commencing |
Topics |
Assessment |
1 |
11/02/19 |
Introduction to the Course:
Topic One: Develop Services for Small Business |
|
2 |
18/02/19 |
Topic One: Develop Services for Small Business |
|
3 |
25/02/19 |
Topic One: Develop Services for Small Business |
|
4 |
04/03/19 |
Topic One: Develop Services for small business |
|
5 |
11/03/19 |
Topic One: Develop Services for small business |
|
6 |
18/03/19 |
Topic Two: Manage Small Business Customer Service Teams |
|
7 |
25/03/19 |
Topic Two: Manage Small Business Customer Service Teams |
Assessment Task 1 Due |
8 |
01/04/19 |
Topic Two: Manage Small Business Customer Service Teams |
|
9
|
08/04/19 | Topic Three: Lead, Support and Develop Business Customer Service Teams | |
|
Mid Semester Break (19 - 28 April 2019) | ||
10 |
29/4/19 |
Students to finalise Weekly Task to date and Assessment Task Two |
|
11 |
06/05/19 |
Students to finalise Weekly Task to date and Assessment Task Two |
Assessment Task 2 Due |
12 |
13/05/19 |
Topic Three: Lead, Support and Develop Business Customer Service Teams |
|
13 |
20/05/19 |
Topic Three: Lead, Support and Develop Business Customer Service Teams |
Assessment Task 3 Due (role play to be conducted in class) |
14 |
27/05/19 |
Topic Three: Lead, Support and Develop Business Customer Service Teams |
Assessment Task 3 Due (role play to be conducted in class) |
15 |
03/06/19 |
Topic Four: Evaluate and Report Outcomes |
|
16 |
10/06/19 |
Topic Five: Develop and Maintain Your Own Knowledge and Skills |
|
17 |
17/06/19 |
Resits |
Learning Resources
Prescribed Texts
References
Other Resources
Learning Resources
Reading:
- https://www.accc.gov.au/about-us/australian-competition-consumer-commission/legislation
- Swanston Banking Group Product Review Documents
- KPI Workbook
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
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.
Assessment Tasks
Assessment Tasks
Assessment Task 1 - Product/Service Review Document and Marketing Plan - Report - Due Date: Week 7 -
For this assessment you will be asked to complete the following project over two stages:
Stage 1 Product Review Document.
The Task
This is an individual student project, which is to be the students own work submitted. However, students can work in teams to conduct the research and documentation. Students are to work through the product review document to conduct an analysis on a product/service that the student would like to recommend or improve upon an existing product/service.
What
Complete the product review document, the students must;
Step 1. Identify a product or service they would like to improve or develop.
Step 2. Work through the Product Review Document to guide you through the analysis
Step 3. Finalise a recommendation report on your product or service
Note:
When completing the Product Review document consider the:
- Usage patterns of small business customers
- What would make banking easier for the small business banker
- Legislative and regulative impact/considerations as required
Where
This delivery of the sub-assessment task will be conducted within class timetables. However, it is expected that the majority of this assessment preparation will be completed outside of class
Stage 2 - Product Marketing Plan
The Task
Develop your marketing plan for the identified product/service you identified in your product review document.
What
Complete a marketing plan for the product of service the student has identified. The plan must include:
- Objectives;
- Product;
- Market;
- Competition;
- Target/s; and
- Action Plan.
Where
Time will be allowed for the sub-assessment task within class timetables. However, it is expected that the majority of this assessment preparation will be completed outside of class
Assessment Task 2, KPI workbook - Created your own KPI - Due Date: Week 11 -
The Task
This is an individual student project, which is to be the students own work submitted. However, students can work in teams to complete the KPI workbook and but must create their own KPI.
What
Complete the KPI workbook, which is available on the Canvas system. Teacher can provide support and guidance.
Where
Time will be allowed for the sub-assessment task within class timetables. However, it is expected that the majority of this assessment preparation will be completed outside of class
Assessment Task 3, Role Play -Bank Branch Visit - Due Date: Week 14
The Task
This is a role play (With other students and/or RMIT staff). The role play will focus on knowledge and skills gained in the topics covered in this course, to this point.
What
Utilising the work you have done developing KPI’s and following the coaching process covered you are to observe a customer service interaction with-in the SBG branch and document your feedback.
Where
This delivery of this task will be conducted within class timetables. However, it is expected that preparation will also be completed outside of class.
Assessment Matrix
Assessment Matrix
The assessment matrix that maps all the assessment is available on CANVAS
Other Information
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the risk management field of work and include access to:
- office equipment, technology, software and consumables
- financial services product information
- organisational policy, procedures and process documentation.
RMIT - Specific Conditions
- This is an individual task, however, you are required to get information, feedback and ideas from your assessor and work colleagues to help complete the tools
- This is intended as a written assessment. Please make arrangements with your assessor as soon as possible if you are eligible for special allowance or allowable adjustment to this assessment (e.g. verbal assessment or additional time).
- You are allowed to seek clarification or guidance from your Assessor about this assessment task
- You must submit your work online via the Learning Management System
- You will be assessed as satisfactory or not satisfactory.
- Please refer to the Course Guide for information regarding re-submissions.
- You can appeal the assessment decision according to the RMIT Assessment Policy and Procedures
- You must submit all documents listed in the instructions and marking criteria. Your assessor will assess the documentation you provide. They will contact you if any information is missing and you will have 24 hours to provide the missing documentation for assessment
Feedback
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.
Submission Requirements
You should:
- Ensure that you submit assessments on or before the due date.
- Always retain a copy of your assessment tasks. (hard copy and soft copy)
- When you submit work for assessment at RMIT University you need to use the Assessment task document that includes a declaration and statement of authorship.
- Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers.
Late Submission Procedures
You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.
If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.
More Information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/extensions-of-time-for-submission-of-assessable-work
Where an extension of greater than seven days is needed, you must apply for Special Consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.
More Information:https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/special-consideration
Resubmissions (VET Programs):
If you are found to be unsuccessful in a particular Course Assessment Task (or you do not submit/attend) you will be allowed one resubmission. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission.
If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.
Grading & re-submissions
Successful re-submissions will contribute a CAG only (Competency Achieved Grading) result to your overall grade for the course.
Adjustments to Assessment
In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:
Marking Guide (Competency):
You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.
You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.
Marking Guide (Grading)
After achieving competency we then grade your performance in the unit and you will achieve one of the following grades:
Final Grades table:
Final Grades table:
CHD |
Competent with High Distinction |
CDI |
Competent with Distinction |
CC |
Competent with Credit |
CAG |
Competency Achieved – Graded |
CA |
Competency Achieved – Not Graded |
NYC |
Not Yet Competent |
DNS |
Did Not Submit for assessment
|
Course Overview: Access Course Overview