Unit of competency Outline
Date retreived
23/07/2026 6:21 PM AWST
23/07/2026 6:21 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage services in a Business Transaction Centre
Manage services in a Business Transaction Centre
Unit of competency
National Code
FNSBNK502A
FNSBNK502A
State Code
D4067
D4067
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
07/03/2012
Field of Education
081101 - Banking And Finance
Original Release Date
07/03/2012
Nominal Hours
60
Description
This unit describes the performance outcomes, skills and knowledge required to provide leadership in, and management of, Business (and Rural) Transaction Centres (BTCs and RTCs) in regional and remote Australia and covers service design, staff support and management, setting performance targets, reporting and liaison with local communities.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Manage the centre's community relations
- 1.1. The role and purpose of the Business (and Rural) Transaction Centre (BTC and RTC) in providing services to the local community and its relationship to the organisation in which it is hosted are recognised and communicated to staff, customers and community groups
- 1.2. The reporting, decision making and communication needs of the centre's community-based committee are supported in an effective and timely manner
- 1.3. Processes are established and implemented to determine and monitor the range of products and services required by the local community
2. Manage the centre's external relationships
- 2.1. Funding proposals are prepared for submission to the Commonwealth government in a form and timeframe which meets the funding bodies requirements
- 2.2. Sustainable business relationships with external agencies supported by the centre are managed in an effective manner
- 2.3. Reports specified in funding agreement contracts are prepared and submitted in the required forms and timeframes
- 2.4. Communication and reporting processes with agencies supported through the centre are conducted to agreed standards
3. Manage the delivery of services
- 3.1. Processes are established, implemented and monitored to ensure compliance with the legislative and regulatory environment relevant to centres
- 3.2. Budgets and operational plans are developed, implemented and monitored in line with agreed organisational procedures
- 3.3. Performance indicators for service provision are determined and monitored and feedback from staff about service provision and process improvements is sought and responses made
- 3.4. Facilities, support systems and resources required for the delivery of services are identified and managed effectively
- 3.5. Training strategies to ensure staff are able to provide the required products and services are identified and their implementation managed effectively
4. Lead centre staff
- 4.1. Instructions and directions given to team members are in line with Stated performance indicators and identified needs including that communication is clear, unambiguous and concise
- 4.2. The efforts and contributions of individuals to meeting centre goals are encouraged, valued and rewarded
- 4.3. Regular team and individual appraisals are conducted
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Business (and Rural) Transaction Centres (BTC and RTC) are:
developed to meet local needs and conditions and are managed by a local committee
funded by the Commonwealth government to ensure communities, particularly in business and regional areas, have local access to a range of key services.
The range of products and services offered by the centre may include:
Centrelink enquiries and communications
deposits and withdrawals from accounts held with a variety of financial institutions
distribution of application forms
In addition to these transaction-based services, BTCs and RTCs may also offer:
internet access and training
library services
local government information and services
Medicare premium payments, claims and information
office space for visiting professionals
payment of bills from a range of commercial and government agencies
payment of credit card balances
secretarial and copying services.
External agencies include
Australia Post
Centrelink
commercial organisations
financial institutions
Giropost
local councils
Medicare
road traffic authorities
utilities
Veterans' Affairs.
The legislative and regulatory environment relevant to centres includes the:
anti-hawking provisions of the Corporations Act
Electronic Funds Transfer (EFT) Code of Conduct legislation
equal employment opportunity and anti-discrimination legislation
Financial Services Reform (FSR) legislation
industrial relations and employment legislation
National Privacy Principles (NPP) legislation
occupational health and safety (OHS) legislation
relevant employment awards.
Performance indicators may include:
budget targets
customer numbers and growth
customer satisfaction rates
error rates for transactions
level of services offered and growth
number of transactions processed in a given time period.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Business (and Rural) Transaction Centres (BTC and RTC) are:
developed to meet local needs and conditions and are managed by a local committee
funded by the Commonwealth government to ensure communities, particularly in business and regional areas, have local access to a range of key services.
The range of products and services offered by the centre may include:
Centrelink enquiries and communications
deposits and withdrawals from accounts held with a variety of financial institutions
distribution of application forms
In addition to these transaction-based services, BTCs and RTCs may also offer:
internet access and training
library services
local government information and services
Medicare premium payments, claims and information
office space for visiting professionals
payment of bills from a range of commercial and government agencies
payment of credit card balances
secretarial and copying services.
External agencies include
Australia Post
Centrelink
commercial organisations
financial institutions
Giropost
local councils
Medicare
road traffic authorities
utilities
Veterans' Affairs.
The legislative and regulatory environment relevant to centres includes the:
anti-hawking provisions of the Corporations Act
Electronic Funds Transfer (EFT) Code of Conduct legislation
equal employment opportunity and anti-discrimination legislation
Financial Services Reform (FSR) legislation
industrial relations and employment legislation
National Privacy Principles (NPP) legislation
occupational health and safety (OHS) legislation
relevant employment awards.
Performance indicators may include:
budget targets
customer numbers and growth
customer satisfaction rates
error rates for transactions
level of services offered and growth
number of transactions processed in a given time period.
EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
manage the provision of a wide range of information, advice and transaction processing services for a wide range of agencies such as:
local government councils
road traffic authorities
financial institutions
Medicare
Centrelink
liaise and consult at a high level with community members, groups and external agencies
plan and report for a centre
lead a centre team.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to financial services product information
access to organisational information systems and data
access to organisational policies, procedures and process documentation.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
setting and reviewing workplace projects and business simulations or scenarios
evaluating samples of work
accessing and validating third party reports.
Guidance information for assessment
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
manage the provision of a wide range of information, advice and transaction processing services for a wide range of agencies such as:
local government councils
road traffic authorities
financial institutions
Medicare
Centrelink
liaise and consult at a high level with community members, groups and external agencies
plan and report for a centre
lead a centre team.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to financial services product information
access to organisational information systems and data
access to organisational policies, procedures and process documentation.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
setting and reviewing workplace projects and business simulations or scenarios
evaluating samples of work
accessing and validating third party reports.
Guidance information for assessment
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C9636 | FNSBANK502B | Manage services in a Rural Transaction Centre | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUQ64 | FNSBNK502 | Manage services in a Business Transaction Centre | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S725 | FNS50910 | Diploma of Banking Services Management | Qualification |
| D725 | FNS51811 | Diploma of Financial Services | Qualification |