SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Investigate banking-related claims on behalf of the branch 
SAQA US ID UNIT STANDARD TITLE
114751  Investigate banking-related claims on behalf of the branch 
ORIGINATOR
SGB Banking and Micro Finance 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
BANKSETA - Banking Sector Education and Training Authority 
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Finance, Economics and Accounting 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
7141  Investigate banking-related claims on behalf of the branch  Level 3  NQF Level 03  10   

PURPOSE OF THE UNIT STANDARD 
This Unit Standard is for those people who have the responsibility of investigating branch related claims.

Persons credited with this unit standard will be able to:
  • Record and investigate potential claims
  • Report the potential loss to the relevant authorities
  • Deal with the approval or declining of the claim. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners accessing this Unit Standard are competent in:
  • Communications at NQF Level 2
  • Mathematical Literacy at NQF Level 2. 

  • UNIT STANDARD RANGE 
  • Banking related claims include unauthorised debits, disputes over charges, claims relating to interest or ATMs, instructions not actioned, processing errors.
  • Necessary information is copy of original cheques, copy of statement, copy of customer's affidavit, customer account details, ATM reports, ATM videos, retrieval and printing of electronic images, operator detail, tally totals, clearing envelope, amounts and dates of credits or customer detail, EBT and ACB details. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Record and investigate the potential claim. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The claim is recorded as required by the bank. 

    ASSESSMENT CRITERION 2 
    The details of the transactions leading to the claim are investigated as required by the bank. 

    ASSESSMENT CRITERION 3 
    All necessary information is obtained as required by the bank. 

    ASSESSMENT CRITERION 4 
    The customer is advised according to the bank's policy to report the incident to the police and to take the necessary steps to minimise the loss. 

    SPECIFIC OUTCOME 2 
    Report the potential loss to the relevant authorities. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    A decision is taken according to the bank's policy about the liability for the potential loss. 

    ASSESSMENT CRITERION 2 
    The appropriate authorities to be notified are identified in line with the bank's guidelines. 

    ASSESSMENT CRITERION 3 
    A recommendation is made about whether the customer should be refunded, based on the information collected. 

    ASSESSMENT CRITERION 4 
    The recommendation and documentation are submitted to the relevant authorities as required by the bank. 

    SPECIFIC OUTCOME 3 
    Process the approval/decline of the claim. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The relevant approval/decline documentation is obtained according to the bank's procedures. 

    ASSESSMENT CRITERION 2 
    The customer is advised of the decision taken according to the Code of Banking Practice. 

    ASSESSMENT CRITERION 3 
    The customer is refunded according to the bank's procedures. 

    ASSESSMENT CRITERION 4 
    Entries are prepared and processed according to the bank's procedures. 

    ASSESSMENT CRITERION 5 
    Details of the claim and investigation are recorded according to bank's procedures. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. Anyone assessing a learner against this Unit Standard must be registered as an assessor with the relevant ETQA, or with an ETQA that has a Memorandum of Understanding with the relevant ETQA

    2. Any institution offering learning that will enable achievement of this Unit Standard or assessing this Unit Standard must be accredited as a provider with the relevant ETQA, or with an ETQA that has a Memorandum of Understanding with the relevant ETQA.

    3. Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

    Therefore anyone wishing to be assessed against this Unit Standard may apply to be assessed by any assessment agency, assessor or provider institution, which is accredited by the relevant ETQA. or by an ETQA that has a Memorandum of Understanding with the relevant ETQA. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    All relevant banking policies and procedures.
  • Workflow.
  • Operating and computer systems to locate the necessary information and complete the task.
  • Operational risk.
  • Relevant security precautions.
  • Stationery required by the Code of Banking Practice. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO COLLECTING 
    Collect, organise and critically evaluate information when a recommendation is made about whether the customer should be refunded, based on the information collected. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and language skills in the modes of oral and written presentations when details of the claim and investigation are recorded according to bank's procedures. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Contribute to the full personal development of each learner and the social and economic development of society at large, by making it the underlying intention of any programme of learning to make an individual aware of the importance of:
  • Reflecting on exploring a variety of strategies to learn more effectively;
  • Participating as responsible citizens in the life of local, national and global communities;
  • Being culturally and aesthetically sensitive across a range of social contexts;
  • Exploring education and career opportunities; and
  • Developing entrepreneurial opportunities. When the customer is advised according to the bank's policy to report the incident to the police and to take the necessary steps to minimise the loss. 

  • UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    As from the date of registration of this unit standard, it replaces unit standard 7141 which was "Investigate banking-related claims on behalf of the branch", 10 credits, NQF Level 3.

    Legal Requirements

    All procedures must meet recognised codes of practice as well as obligations required under current legislation within South Africa and within the normal parameters of the defined job/task.

    Terminology
  • ATM = Automated Teller Machine 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  20184   National Certificate: Banking  Level 3  NQF Level 03  Reregistered  2023-06-30  BANKSETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. Absa Learning & Development 
    2. Compuscan Academy 
    3. ILUBALETHU PROJECTS 
    4. Nedbank Ltd 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.