Unit of competency Outline

Date retreived
21/07/2026 11:51 PM AWST

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Align banking products with the needs of small business customers

Align banking products with the needs of small business customers

Unit of competency
National Code
FNSBNK412
State Code
OED11
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
15/06/2022
View on TGA
State Implementation and Classification
Approved Date
07/12/2022
Field of Education
081199 - Banking, Finance And Related Fields, N.e.c.
Original Release Date
07/12/2022
Nominal Hours
60
Description
This unit describes the skills and knowledge required to diagnose small business customer needs and identify, match and communicate banking products and services to reflect these requirements.The unit applies to individuals who provide specialised knowledge and/or diagnose and problem solve to recommend customised solutions for a diverse range of clients.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Identify and forecast small business customer needs
  • 1.1 Conduct segmentation analysis of small business market, and identify and analyse operating environments of small business segments
  • 1.2 Identify and analyse impact of small business segment environment on their current and future banking needs
  • 1.3 Track and monitor needs of small business customer
  • 1.4 Analyse results of marketing and communications campaigns targeted to small businesses and identify successful strategies
2. Identify product and service options for small business customers
  • 2.1 Analyse current customer usage patterns of small business customer categories
  • 2.2 Identify products and services used by segments of small business customers and analyse their benefits
  • 2.3 Design new products and services, tailored to small business customer segments, and negotiate their implementation according to organisational policies and procedures
3. Communicate product and service benefits to small business customers
  • 3.1 Identify and analyse preferred and optimum communication strategies and vehicles to provide information to small business segments
  • 3.2 Plan and implement communications campaigns to match products and services to identified small business segments
  • 3.3 Plan and monitor strategies to support routine and ongoing communications with small business segments
  • 3.4 Brief and coach customer service staff on purpose of communication campaigns
4. Manage performance of products, services and communications for small business customers
  • 4.1 Identify, communicate and monitor performance indicators, and analyse reports against targets using standard protocols and procedures
  • 4.2 Rectify faults or capitalise on opportunities by analysing exception or feedback reports
  • 4.3 Develop, implement and monitor strategies to support continuous improvement of small business products, services and communications
No information
No information
Replaces
State Code National Code Title Type
AUQ60 FNSBNK402 Align banking products with the needs of small business customers Unit of competency