Activity Workbook
Personal Banker — Learning Journey Study Block 1
Participant name:
Salary ID:
Introduction
1
Completing this Workbook .............................................................................. 1
1 Use business technology
2
2 Contribute to health and safety of self and others
3
3 Resolve disputes
5
4 Professional practice
7
Study Block 1 — Training History Evidence Checklist
9
Learning log
10
Introduction ................................................................................................... 10
Instructions — Example Only ....................................................................... 11
Learning log .................................................................................................. 12
Manager Report — Study Block 1
13
Manager Declaration
14
Prior to your scheduled Kaplan Assessor visit/call
14
Participant Declaration
14
Assessment Outcome
15
Participant Activity Workbook — Learning Journey Study Block 1
1
Introduction
To be granted the (FNS41011) Certificate IV in Banking Services, you need to demonstrate the
skills and knowledge requirements covered by the qualification. This will be done by providing
satisfactory evidence of the training you have completed on Westpac’s eAcademy, discussions
with your Kaplan trainer and through the completion of the activities contained within this
Activity Workbook.
Completing this Workbook
All activities within this workbook are to be completed.
As a general rule each activity will require a brief explanation of your understanding of the topic.
Bullet points are acceptable where appropriate. If additional space is required to fully answer
the activity you may attach additional pages to the back of this workbook, however please
reference the activity within the original space provided. Where possible open this workbook as
a word document and type your responses in the boxes provided.
You may be required to research and/or speak with colleagues to adequately answer each of
the questions.
Attach your eAcademy Training History Report showing successful completion of the required
training to the back of this workbook and sign where indicated.
Assessment
Kaplan will:
●
assess your competency based on:
– the level of detail in your answers
– your understanding of the content
– your eAcademy Training History Report
●
provide feedback if the evidence you have provided is insufficient or does not demonstrate
competency.
© Kaplan Education Pty Ltd. All rights reserved.
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
2
FNS41011 Certificate IV in Banking Services
1
Use business technology
1.1
At your branch, who is responsible for identifying and replacing technology consumables
such as printer cartridges, printer paper, letterhead etc?
1.2
At your branch, who can carry out or arrange routine maintenance or repairs on equipment
such as your printer, fax machine, scanner etc. if there is an issue with the equipment?
1.3
If you identify an equipment fault, what steps would you take to fix the issue?
Participant Activity Workbook_v3_December 2014
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
Participant Activity Workbook — Learning Journey Study Block 1
2
3
Contribute to health and safety of self and others
2.1
Answer the following two questions to demonstrate your understanding of what to do if you
identify a hazard, incident or emergency in your branch.
(a)
What procedures do you follow for raising Workplace Health and Safety (WHS)
issues or concerns?
(b)
Where on the Westpac Intranet would you locate WHS forms/reports if you needed
to report an issue/incident?
2.2
Who is the designated person for raising issues or reporting concerns at your branch?
2.3
How have you contributed to workplace meetings, inspections or other WHS activities?
2.4
Name the current WHS legislation affecting your workplace?
© Kaplan Education Pty Ltd. All rights reserved.
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
4
FNS41011 Certificate IV in Banking Services
2.5
List three (3) of Westpac’s responsibilities as an employer under current WHS legislation?
●
●
●
2.6
List three (3) of your responsibilities as an employee under current WHS legislation?
●
●
●
Participant Activity Workbook_v3_December 2014
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
Participant Activity Workbook — Learning Journey Study Block 1
3
5
Resolve disputes
3.1
What are Westpac’s policies and procedures in relation to resolving customer
complaints/disputes?
3.2
Think of a time when you handled a customer dispute/complaint and use this example to
answer the following questions.
(a)
What procedures did you follow to identify the problem?
(b)
What procedures did you follow to investigate the dispute/complaint further and
determine the action to be taken?
(c)
How did you resolve this dispute/complaint?
(d)
What procedures or guidelines did you follow to record this dispute?
© Kaplan Education Pty Ltd. All rights reserved.
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
6
FNS41011 Certificate IV in Banking Services
(e)
3.3
How did you finalise the dispute/complaint?
Where disputes are referred to the Financial Services Ombudsman and a binding
determination requiring action by Westpac is made what responsibilities does Westpac have in
upholding this determination?
Information on the Financial Services Ombudsman Dispute handling process in detail can be
found at:
<http://www.fos.org.au/resolving-disputes/dispute-handling-process-in-detail/>.
Participant Activity Workbook_v3_December 2014
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
Participant Activity Workbook — Learning Journey Study Block 1
4
7
Professional practice
4.1
Identify how the two areas of the financial services industry listed below impact your role.
Financial services industry
How does it impact your role?
Financial Planning
Investments
4.2
List two (2) external forces impacting on the financial services industry and
explain how they affect your role? For example, economic climate.
External force
4.3
How does it impact your role?
Explain how the bodies of legislation listed below impact your role.
Legislation
How does it impact your role?
Future of Financial Advice
(FOFA)
Privacy Act
National Consumer Credit
Protection (NCCP)
4.4
Traditionally the term ‘bottom line’ has focused on the profit a company can make.
The concept of triple bottom line principles adds two more ‘bottom lines’; social and
environmental concerns. The three together are often paraphrased as ‘Profit, People, Planet’.
Coined in 1994 by John Elkington and later used in his 1997 book ‘Cannibals With Forks:
The Triple Bottom Line of 21st Century Business’ describing the separate financial, social and
environmental ‘bottom lines’ of companies.
A triple bottom line measures the company’s economic value, ‘people account’ —
which measures the company’s degree of social responsibility and the company’s ‘planet
account’ — which measures the company’s environmental responsibility. Elkington argued
that companies should prepare three bottom lines — the triple bottom line — instead of
focusing solely on its finances, thereby giving consideration to the company’s social, economic
and environmental impact.
Source: Investopedia <http://www.investopedia.com/terms/t/triple-bottom-line.asp>.
© Kaplan Education Pty Ltd. All rights reserved.
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
8
FNS41011 Certificate IV in Banking Services
Access Westpac’s Sustainability and Community internet site:
<http://www.westpac.com.au/about-westpac/sustainability-and-community>.
(a)
There are four (4) headings listed under Sustainability and Community. List these
in the space below:
●
●
●
●
Access the Many Rivers Microfinance page on the internet site:
<http://www.westpac.com.au/about-westpac/sustainability-and-community/ourcommunity/community-focus-areas/microfinance/many-rivers/>
(b)
Briefly describe Westpac’s relationship with Many Rivers Microfinance and which of
the Triple Bottom Line Principles (People, Profit, Planet) this meets.
Access the Responsible banking and investment page on the intranet site:
<http://www.westpac.com.au/about-westpac/sustainability-and-community/sustainabilityaction/responsible-banking-investment/>
(c)
Provide three (3) examples of how Westpac incorporates and support the triple
bottom line principles. Possible examples can be found under the site listed above.
●
●
●
Participant Activity Workbook_v3_December 2014
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
Participant Activity Workbook — Learning Journey Study Block 1
9
Study Block 1 —
Training History Evidence Checklist
Your eAcademy Training History Report must be attached to this Activity Workbook, as each of
the training programs below are required in adequately assessing you achievement of the
(FNS41011) Certificate IV in Banking Services.
You can access your Training History by logging into eAcademy and selecting the
Reporting tab>My reports>Learner – My Training History>Run.
You must show successful completion and/or attendance to the following programs:
eAcademy training program
Date completed/attended
Building Emergency Procedures
Disclosure — BB & NCP Personal Advice
Disclosure — General Insurance Personal Advice
Disclosure — Generic
Doing The Right Thing In Westpac
Health and Safety for Branches
Privacy Training Credit Module
Resolve Recover Delight
RG146 Tier 2 Personal Advice Accreditation
Spider@Westpac — Supervisor Operations
Your Health and Safety
Note: Dates recorded above should be reflected on your eAcademy Training History Report or
additional evidence of the training program completion must be provided, i.e. certificate of
attendance/completion.
© Kaplan Education Pty Ltd. All rights reserved.
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
10
FNS41011 Certificate IV in Banking Services
Learning log
Introduction
Each Activity Workbook contains a learning log which is designed to record any training or
industry experience that you receive while registered in the Best Banker Program. It shows
evidence of activities and training that you participate in that is relevant to the industry that you
are working in and the qualification you are undertaking.
You are required to register the amount of any training and assessment time you participated in
throughout the duration of your course.
Training and assessment time should include any professional development activity where you
have the opportunity to build skills and knowledge required for your role on and off the job. This
could include:
●
Completing assessment tasks
●
One-to-one coaching with your trainer, manager or others
●
Attendance at training courses
●
Online training
●
Buddying/coaching/mentoring activities
●
Job rotation
●
Team building
●
Research activities i.e. company policies and guidelines, industry and/or competitor
information
●
Team meetings
●
Attending a workshop, seminar, conference
●
Asking and gaining insight/information from colleagues
●
Company induction not specific to the qualification — induction in the workplace.
It is expected that you record an average of 12 hours per month (24 per 2 months for your
first Study Block). The more hours you can log, the more evidence there is for the knowledge
and skills you have attained during your program.
You are responsible for your learning log to be completed on a regular basis and have it verified
by your Manager at the due date of each Activity Workbook.
Your employer is to ensure that you are given adequate time to complete the learning log
requirements as well as all work activities, training and completion of your Activity Workbook.
Note: It is to be kept by you throughout your training and produced when requested by either
your Assessor or other government entities such as the Apprenticeship Centre.
Participant Activity Workbook_v3_December 2014
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
Participant Activity Workbook — Learning Journey Study Block 1
11
Instructions — Example Only
You can log several activities for each day and different activities on different dates.
Enter the time in a minimum of 15 minute blocks.
Date
Description of learning/Training activity & key learning/s
Start time
End time
Total time
Daily
Team meetings including discussion of sales focus and
compliance updates 30min/day x 20 days
9.00 am
9.30 am
10.00
Weekly
Read weekly updates 30min/week x 4 weeks
8.30 am
9.00 am
2.00
Monthly
One-on-one coaching session with Manager x 1 month
11.00 am
12.00 pm
1.00
Monthly
One-on-one coaching with FP/LBB/HFM x 1 month
10.00 am
11.00 am
1.00
Monthly
Live observation of customer conversations with BM x 1
month
9.30 am
10.00 am
0.50
22/8/14
Specialist presentation – BT Super
4.30 pm
5.30 pm
1.0
4/9/14
eAcademy module – MyBank conversation
4.00 pm
5.00 pm
1.00
8/9/14
Learn new Internet Banking Procedures and demonstrate for
customer
2.00 pm
2.30 pm
0.5
10/9/14
MyBank Conversation Workshop
8.30 am
5.30 pm
8.0
15/9/14 to
17/9/14
Complete Best Banker Activity Workbook
8.00 am
9.00 am
3.0
20/9/14
Best Banker Conference call with Kaplan Trainer
11.00 am
12.00 pm
1.0
© Kaplan Education Pty Ltd. All rights reserved.
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
12
FNS41011 Certificate IV in Banking Services
Learning log
Date
Description of learning/Training activity & key learning/s
Participant Activity Workbook_v3_December 2014
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
Start time
End time
Total time
Participant Activity Workbook — Learning Journey Study Block 1
13
Manager Report — Study Block 1
Each Activity Workbook contains a manager report which is required to be completed by your
manager. This report allows your manager to contribute to the competency process.
Units of competency being reviewed:
●
BSBOHS201A
Participate in OHS processes
●
FNSCUS402A
Resolve Disputes.
Manager Guide: The Kaplan Trainer/Assessor will make a decision of competency outcome
based on work submitted by the participant. As the participants workplace supervisor
we appreciate your contribution towards the competency decision. To support this decision
we ask you to complete the following observation checklist.
For each question, you should certify ‘Yes’ only if you have observed the participant display
these behaviours in the workplace. Where you indicate ‘Yes’ you are confirming the participant
has completed the tasks as described.
Participant name:
I have observed this participant…
Yes
No
Working safely in accordance with Westpac safety procedures
Implement work safety requirements to Westpac standards
Participate in WHS consultative processes e.g. complete WHS check list and/or meetings
Manage complaints and disputes as relevant to their role
Ask questions and establish that a dispute/complaint exists
Investigate the dispute/complaint and determine the action to be taken
Resolve dispute/complaint within Westpac procedures
Finalise dispute/complaint within Westpac procedures
Comments:
© Kaplan Education Pty Ltd. All rights reserved.
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
14
FNS41011 Certificate IV in Banking Services
Manager Declaration
By signing this declaration I confirm:
●
I have reviewed the participants learning log and verify that it is accurate and complete.
●
I have completed the Manager Report in full and understand my role in the process of
obtaining this report.
●
I, as the third party, have agreed to participate in the evidence gathering process and
understand when and how to collect the evidence.
Manager’s name:
Manager’s signature:
Date:
Prior to your scheduled Kaplan Assessor
visit/call
Please scan and email to your Kaplan Assessor evidence of:


Your Activity Workbook, including:
–
Your completed learning log
–
Your completed Manager Report
–
Your completed Training Evidence Checklist
–
Your completed Manager & Participant Declarations
Your eAcademy Training History Report print out — showing all Study Block 1 learning
complete.
Participant Declaration
By signing this declaration I confirm:
●
That all evidence for this assessment is present and is my own work
●
That I have reviewed the Manager Report and I agree with the competency outcome.
Participant’s name:
Participant’s signature:
Participant Activity Workbook_v3_December 2014
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry
Date:
Participant Activity Workbook — Learning Journey Study Block 1
15
Assessment Outcome
I confirm that all evidence for this assessment is present and I have deemed the assessment:
Satisfactory
Not Yet Satisfactory
Assessor’s name:
Assessor’s signature:
Date:
Note: Feedback on your Activity Workbook will be provided by your Assessor at your scheduled
visit/call.
© Kaplan Education Pty Ltd. All rights reserved.
BSBWOR204A Use business technology * BSBOHS201A Participate in OHS processes * FNSCUS402A Resolve Disputes
FNSINC401A Apply principles of professional practice to work in the financial services industry