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:

Provide customer service in a banking environment

SAQA US ID	UNIT STANDARD TITLE
7175	Provide customer service in a banking environment
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	3
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "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 does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD

This unit standard is intended for people dealing with customers. A person credited with this unit standard will be able to present a positive image to customers, respond to customers in an appropriate manner under varying circumstances and provide additional information and promote banking products and services.

UNIT STANDARD OUTCOME HEADER

Present a positive image to customers

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Present a positive image to customers.

OUTCOME NOTES

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. The workstation is maintained in a neat and tidy manner.

ASSESSMENT CRITERION 2

2. Equipment and supplies used in transactions with customers are consistently available, up to date and in good working order.

ASSESSMENT CRITERION 3

3. Personal appearance is consistent with company specific guidelines.

SPECIFIC OUTCOME 2

Respond to customers in an appropriate manner under varying circumstances.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. All customers are promptly responded to according to company service guidelines.

ASSESSMENT CRITERION 2

2. Contact with the customer is established and maintained throughout the transaction process.

ASSESSMENT CRITERION 3

3. All customers are responded to in accordance with company specific customer service guidelines.

SPECIFIC OUTCOME 3

Provide additional information and promote banking products and services.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Customer enquiries are responded to in accordance with their requirements.

ASSESSMENT CRITERION 2

2. Products and services are promoted in accordance with company specific requirements.

ASSESSMENT CRITERION 3

3. Customers are directed to the appropriate product experts in accordance with the customer needs.

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

knowledge of the equipment and supplies required to perform the job effectively;

knowledge of the company's policy relating to dress code and appearance;

knowledge of the company's service guidelines;

knowledge of the various cultures in the area and how best to deal with each;

knowledge of the company's products / services;

knowledge of the various departments and their responsibility / expertise in the company

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

To identify and solve problems when assessing customer needs and directing them to appropriate product experts.

UNIT STANDARD CCFO ORGANISING

To organise and manage self and activities by keeping the workstation in a neat and tidy manner; ensuring that equipment and suppliers are always available and in good working order.

UNIT STANDARD CCFO COMMUNICATING

To communicate effectively when promoting products and services.

REREGISTRATION HISTORY

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

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	59365	National Certificate: Freight Forwarding and Customs Compliance	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	TETA
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.	Aldabri 106 Institute for Quality Pty Ltd
2.	AUK MARINE AND MINING
3.	BPL Academy
4.	Centre for Logistics Excellence (Pty) Ltd
5.	Circleway College
6.	Clearline Consulting Pty Ltd
7.	DB Schenker Logistics Campus MEA Pty Ltd
8.	Dee-Bravo Training Centre
9.	Diversity technology Training Institute
10.	Fachs Business Consulting and Training
11.	Full Output
12.	Global Maritime Learning Solutions Empowered (PTY)
13.	Global Maritime Legal Solutions Pty Ltd
14.	Innovative Shared Services
15.	KDS Centre for Skills Development and Training Pty Ltd
16.	Learning Exchange Pty (Ltd)
17.	Maritime Business Institute
18.	Metro Minds
19.	Ncameni Kasizane Skills Development PTY LTD
20.	NOSA LOGISTICS PTY LTD
21.	Ntshingila Group
22.	Octomate Education Pty Ltd
23.	Open Learning Group
24.	P and R Development and Training (Pty) Ltd
25.	Quantum Leap College Pty Ltd
26.	Riverwalk Trading 151 CC trading as Culhane Consulting
27.	Robertsons Cargo Consultancy
28.	Robertsons Cargo Consultancy (Pty) Ltd
29.	Royal Impression Academy
30.	SA Maritime School and Transport College
31.	School of Shipping
32.	SIGNA ACADEMY (PTY) LTD
33.	Sobabini Group Pty Ltd
34.	Trainers Without Borders
35.	Training Consultant and SD College
36.	Velile Supply Chain Consulting