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: 

Respond to customer requests in a banking environment 
SAQA US ID UNIT STANDARD TITLE
7219  Respond to customer requests 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 4  NQF Level 04 
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 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 who process customer requests. A person credited with this unit standard will be able to update customer profile information on database, process the customer's instruction to stop payment on a cheque or debit order and process customer stop order instructions. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Open 

UNIT STANDARD RANGE 
Update profile information, process stop payment and stop order instructions. 

UNIT STANDARD OUTCOME HEADER 
Update customer profile information 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Update customer profile information. 
OUTCOME RANGE 
Individual and commercial customers. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. The request to change information is verified and authenticated in accordance with company specific requirements. 
ASSESSMENT CRITERION RANGE 
Identification, Signature verification.
 

ASSESSMENT CRITERION 2 
2. All supporting documentary evidence is scrutinised for authenticity and certified copies are filed in accordance with company specific requirements. 
ASSESSMENT CRITERION RANGE 
Marriage certificates, Identity documents, salary advices etc.
 

ASSESSMENT CRITERION 3 
3. The customer details are captured accurately and as per customer instructions and company specific requirements. 

ASSESSMENT CRITERION 4 
4. The updates are confirmed either with the customer directly or against the customers authentic instruction. 

ASSESSMENT CRITERION 5 
5. All additional information on other products the customer may have with the bank is updated accurately. 

SPECIFIC OUTCOME 2 
Process a request to stop payment on a cheque or debit order. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. The customer's instruction is verified and the date and time of the instruction is recorded in accordance with company specific requirements. 

ASSESSMENT CRITERION 2 
2. All precautionary company specfic measures are taken before the instruction is actioned. 
ASSESSMENT CRITERION RANGE 
Identification, verification of signatures, checking account record.
 

ASSESSMENT CRITERION 3 
3. The customer is advised of his/her obligations in respect of the stopped debit order instructions. 
ASSESSMENT CRITERION RANGE 
Obligation relates to: informing the service provider, checking account to ensure that debit order not resubmitted with a different amount, the expiry date of the instruction.
 

ASSESSMENT CRITERION 4 
4. The data is captured accurately and in accordance with company specific requirements. 

ASSESSMENT CRITERION 5 
5. The instruction is filed in accordance with company specific requirements. 

SPECIFIC OUTCOME 3 
Process stop order instructions. 
OUTCOME RANGE 
Application for new stop order, change details on existing stop order and cancel a stop order. Evidence is required for the full range. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. All precautionary company specific measures are taken before the instruction is actioned. 
ASSESSMENT CRITERION RANGE 
Identification, verification of signatures.
 

ASSESSMENT CRITERION 2 
2. The customer's application for a stop order is verified against authentic instruction. 
ASSESSMENT CRITERION RANGE 
Customer account details, full beneficiary details, date of transaction, frequency, reference details, signature and amount.
 

ASSESSMENT CRITERION 3 
3. The data is captured accurately. 

ASSESSMENT CRITERION 4 
4. All changes effected on existing stop orders are in accordance with the customers authentic instruction. 

ASSESSMENT CRITERION 5 
5. Stop orders are cancelled in accordance with the customers authentic instruction or managerial instruction. 


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 
Understanding of contractual capacity 


Critical Cross-field Outcomes (CCFO): 

UNIT STANDARD CCFO COLLECTING 
To collect and evaluate information critically when scrutinising supporting documentation; collating and updating all relevant customer information; and verifying customer identity. 

UNIT STANDARD CCFO SCIENCE 
To use technology effectively when capturing data in the computer system. 

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

UNIT STANDARD NOTES 
Legal Requirements:

Contractual capacity 

QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
  ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
Elective  20185   Further Education and Training Certificate: Banking  Level 4  NQF Level 04  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. Bidvest Bank 
3. Chartall Business College 
4. Cornerstone Performance Solutions (Pty) Ltd 
5. Felix Risk Training Consultants 
6. Firstrand Bank - Benmore 
7. Nedbank Ltd 
8. The Facilitation Workshop 



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.