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 THAT HAS PASSED THE END DATE:

Investigate banking-related claims on behalf of the branch

SAQA US ID	UNIT STANDARD TITLE
7141	Investigate banking-related claims on behalf of the branch
ORIGINATOR
SGB Financial Services
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
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	10
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2003-12-03	2004-08-11	SAQA 1351/03
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2005-08-11		2008-08-11

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 is replaced by:

US ID	Unit Standard Title	Pre-2009 NQF Level	NQF Level	Credits	Replacement Status
114751	Investigate banking-related claims on behalf of the branch	Level 3	NQF Level 03	8

PURPOSE OF THE UNIT STANDARD

Persons credited with this unit standard will be able to investigate potential claims, report the potential loss to the relevant authorities and then deal with the approval or decline of the claim.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Open

UNIT STANDARD RANGE

Unauthorised debits, disputes over charges, claims relating to interest or ATMs, instructions not actioned, processing errors.

UNIT STANDARD OUTCOME HEADER

Investigate the potential claim.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Investigate the potential claim.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

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

ASSESSMENT CRITERION 2

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

ASSESSMENT CRITERION 3

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

ASSESSMENT CRITERION RANGE

Including but not limited to 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.

ASSESSMENT CRITERION 4

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

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

ASSESSMENT CRITERION 2

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

ASSESSMENT CRITERION 3

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

ASSESSMENT CRITERION 4

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

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

ASSESSMENT CRITERION 2

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

ASSESSMENT CRITERION 3

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

ASSESSMENT CRITERION 4

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

ASSESSMENT CRITERION 5

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.

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.

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.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

an understanding of all relevant banking policies and procedures.

an understanding of the workflow.

operating and computer systems knowledge sufficient to locate the necessary information and complete the task.

an understanding of operational risk.

relevant security precautions.

knowledge of stationery required by the Code of Banking Practice

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO COLLECTING

To 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

To 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

To 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 NOTES

This unit standard has been replaced by 114751, which is "Investigate banking-related claims on behalf of the branch ", 8 credits, NQF Level 3, as from 11 August 2004.

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	Passed the End Date - Status was "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.	Fachs Business Consulting and Training
2.	Octomate Education Pty Ltd
3.	SIGNA ACADEMY (PTY) LTD
4.	Standard Bank Personal and Business Banking
5.	Trainers Without Borders