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

Part B: Course Detail

Teaching Period: Term2 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

 

John Calabro

John.calabro@rmit.edu.au

 

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

 

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 portfolio and short answer activities. 

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

 

Week

 

Week Commencing

Topics

Assessment

Competencies Delivered

1

  8/07/2019

Introduction to the Course including:

·       Course requirements

·       Course support documents

·       CANVAS access to the course

·       Accuracy of enrolment

·       Assessment requirements

·       Reminder re Plagiarism

·       Reminder re Appeals

·       Extensions/Re submissions

·       Feedback in this course

·       Reminder re submission requirements

·       Getting help

 

 Manage banking and service strategy for small business customers

 

2

  17/07/2019

Develop Services for small business

 

 

Assessment Task 1. - Marketing Plan - made available

 

Manage banking and service strategy for small business customers

 

3

  22/07/2019

Develop Services for small business

 

Manage banking and service strategy for small business customers

 

4

 

29/07/2019  

 

Develop Services for small business

 

 Manage banking and service strategy for small business customers

 

5

 05/08/2019

Develop Services for small business

 

Assessment Task 1 - Due

 You will receive feedback in Week 8 and re submission in week 9

Manage banking and service strategy for small business customers

 

6

  12/08/2019

Manage small business customer service teams

  

 Manage banking and service strategy for small business customers

 

7

  19/08/2019

Manage small business customer service teams

 

 

Manage banking and service strategy for small business customers

 

8

  26/08/2019

Manage small business customer service teams

  

Manage banking and service strategy for small business customers

 

 

 

Mid semester break ( September 2-6th 2019 

 

 

9

  9/09/2019

Manage small business customer service teams

Assessment Task 2 is due 

Feedback in Week 10 

re submissions in week 11 if required

Manage banking and service strategy for small business customers

Task 2 Due 

 

 

 

10

  16/09/2019

Lead, support and develop business customer service teams

 

 Manage banking and service strategy for small business customers

 

11

  23/09/2019

Lead, support and develop business customer service teams

  

Manage banking and service strategy for small business customers

 

12

 30/09/2019

Lead, support and develop business customer service teams

 

 Manage banking and service strategy for small business customers

 

13

 07/10/19

Lead, support and develop business customer service teams

  

 Manage banking and service strategy for small business customers

 

14

 14/10/19

Evaluate and report outcomes

 

Assessment Task 3, Role Play - Branch Customer Visit.

 Feedback to be received by week 16

re submissions if required in week 17 

 Manage banking and service strategy for small business customers

 

 

 

 

 

 

15

 21/10/19

Evaluate and report outcomes

 

 Manage banking and service strategy for small business customers

 

16

 

 

 

 

 28/10/19

Develop and maintain your own knowledge and skills

 

 

 

 

 

 

17 

  04/11/19

Re submissions if required for Task 3 

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.


Learning Resources

Prescribed Texts


References


Other Resources

Learning Resources

 

Reading:

 


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

The assessments for this course have been designed to allow you to apply your learning and demonstrate competency in a variety of ways.

 

Assessment Task 1 - Product/Service Review Document and Marketing Plan - Report - (Due Date: Week 5)

 

For this assessment you will be asked to complete a  Report and a Product Marketing Plan. You will be required to work through the product review document to conduct an analysis on a product/service that you would like to recommend or improve upon an existing product/services.  You will then develop your marketing plan for the identified product/service you identified in your product review document.

 

Assessment Task 2, KPI workbook - Created your own KPI -  (Due Date: Week 9)

This is an individual student project, where you will be asked to work in teams to complete the KPI workbook and create own KPI. 

 

 Assessment Task 3, Role Play - Branch Customer Visit - (Due Date: Week 14) 

 

This assessment task requires you to participate in 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.

 

You must successfully complete all tasks to be deemed competent.


Assessment Matrix

Assessment Matrix

 

The assessment matrix that maps all the assessment is available on CANVAS (  https://rmit.instructure.com/courses/60870/assignments/344640) 

Other Information

 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 a 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.  You must submit your application within five working days after your assessment date or due date.

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 (Not satisfactory/Unsatisfactory) in a Course Assessment Task 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.

 

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:

https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/adjustments-to-assessment

 

Final Results

 

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.

 

The following grades are available for this course:

 

CA

Competency Achieved

 

NYC

Not Yet Competent

 

DNS

Did Not Submit for Assessment

 

 

Course Overview: Access Course Overview