NZQA Expiring unit standard
24763 version 2
Page 1 of 4
Title
Maintain customer relationships in the financial services industry
Level
4
Credits
3
Purpose
People credited with this unit standard are able to, in the
financial services industry:
– maintain records of customer interaction;
– provide ongoing sales;
– maintain regular communication with customers; and
– offer additional benefits to customers.
Classification
Financial Services > Financial Services - Relationship
Management
Available grade
Achieved
Explanatory notes
1
This unit standard has been based on the Australian unit of competency
FNSICCUS402B, Maintain customer relationships available at http://ntis.gov.au. This
is supported and endorsed by the Australian standard setting body Innovation and
Business Services Australia and ETITO (ElectroTechnology Industry Training
Organisation).
2
Assessment against this unit standard may be on job, or off job in a simulated work
environment or a combination of these within the financial services industry context.
3
References
New Zealand Bill of Rights Act 1990;
Consumer Guarantees Act 1993;
Credit Contracts and Consumer Finance Act 2003;
Fair Trading Act 1986;
Human Rights Act 1993;
Privacy Act 1993;
Securities Act 1978;
Securities Markets Act 1988;
Trustee Act 1956;
Trustee Amendment Act 1988;
industry codes of practice;
and all subsequent amendments and replacements.
4
All activities must comply with any policies, procedures, and requirements of the
organisations involved; the standards of relevant professional bodies including codes
of ethics; and any relevant legislative and/or regulatory requirements.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
5
24763 version 2
Page 2 of 4
Range – evidence relating to a minimum of three customers is required to cover a
representative range of needs and products.
Outcomes and evidence requirements
Outcome 1
Maintain records of customer interactions in the financial services industry.
Evidence requirements
1.1
Details of customer interactions are recorded and additional information
gathered and checked with existing records in accordance with organisational
procedures and relevant legislation.
1.2
Records of customer interactions are kept up-to-date and maintained in
accordance with organisational procedures and relevant legislation.
Outcome 2
Provide ongoing sales service in the financial services industry.
Evidence requirements
2.1
Previous interactions with customers are reviewed and evaluated for
performance improvement opportunities.
Range
2.2
Steps are taken to determine customer satisfaction with the financial product
and/or service provided in accordance with organisational procedures.
Range
2.3
includes but is not limited to – any problems are resolved, any
areas outside of personal authorities are referred to relevant
personnel.
may include but is not limited to – customer mail questionnaire,
phone questionnaire or survey, follow-up phone calls.
Feedback from evaluation and customer satisfaction is documented and used to
plan future service in accordance with organisational procedures.
Range
may include but is not limited to – information on areas where
problems occur is provided to management.
Outcome 3
Maintain regular communication with customers in the financial services industry.
Evidence requirements
3.1
Communication plan is developed in accordance with customer needs,
organisational procedures and industry codes of practice.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
3.2
24763 version 2
Page 3 of 4
Effective regular communication is established with customers in accordance
with customer needs, organisational procedures and industry codes of practice.
Outcome 4
Offer additional benefits to customers in the financial services industry.
Evidence requirements
4.1
Additional benefits are offered to customers based on analysis of customer
records and changes in financial circumstances and are in accordance with
organisational requirements.
4.2
Opportunities for relationship marketing, cross-product marketing or additional
financial product and/or service marketing opportunities are identified and acted
upon in accordance with customer needs, organisational procedures and
industry codes of practice.
includes but is not limited to – referral to relevant personnel if
outside of personal authorities.
Range
4.3
Responses to customer requests are designed to maximise customer retention
and satisfaction, are within personal authorities and are in accordance with
industry codes of practice.
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
20 June 2008
31 December 2017
Review
2
18 June 2014
31 December 2017
Consent and Moderation Requirements (CMR) reference
0003
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
24763 version 2
Page 4 of 4
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016