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:

Access information in order to respond to client enquiries in a financial services environment

SAQA US ID	UNIT STANDARD TITLE
9302	Access information in order to respond to client enquiries in a financial services environment
ORIGINATOR
SGB GET/FET Language and Communication
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 04 - Communication Studies and Language			Language
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular-Fundamental	Level 3	NQF Level 03	2
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2004-12-02	2007-12-02	SAQA 1657/04
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2008-12-02		2011-12-02

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 attend to client queries either face to face or telephonically. It introduces reading skills necessary to speedily locate information on an electronic database or other media in order to attend to a client`s request.

The qualifying learner is capable of:

Using an electronic information system to access information.

Skimming, scanning and reading for detail within a financial services environment.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

There is open access to this unit standard. Learners should be competent in Communication and Mathematical Literacy at level 2.

UNIT STANDARD RANGE

The typical scope of this unit standard is:

1. Electronic and other documents include call centre systems, Internet, electronic data bases, printed policy documents, policies, application forms, brochures and other promotional materials.
2. Technical terminology refers to terms used in the industry in general and the sub field in particular.
3. Identifying information requires the learner to locate or recognise information explicitly stated in the text itself.
4. Information is inferred when a learner uses the ideas and information explicitly stated in a text, his/her intuition and personal experience to establish the exact nature of a client`s query. Inference requires thinking that goes beyond what is actually stated.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Use an electronic information system to access information in a financial service environment.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Information provided by a trainer/mentor is compared for adequacy to own knowledge of an information system and questions are asked to supplement training information in terms of system constraints and the security level of the user.

ASSESSMENT CRITERION 2

2. A decision is made on the information system to be accessed based on a client's needs.

ASSESSMENT CRITERION 3

3. The keyboard or input device is used accurately and quickly to navigate into the selected system.

ASSESSMENT CRITERION 4

4. The different screens available to the user are named and an indication is given of the kind of information available on each.

ASSESSMENT CRITERION 5

5. A client query is matched to the appropriate screen in order to access information.

SPECIFIC OUTCOME 2

Skim electronic and other documents for general information.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Parts of the text that could potentially answer a client's query are located in electronic or other documents.

ASSESSMENT CRITERION 2

2. A general idea of the information is obtained by skimming and scrolling through the contents of the text.

ASSESSMENT CRITERION 3

3. A decision is made as to whether there is sufficient detail to answer the query.

ASSESSMENT CRITERION 4

4. The information is conveyed in own words and in a way that is understood by the client.

SPECIFIC OUTCOME 3

Scan electronic and other documents for technical information.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Keywords and/or technical terminology are identified in a client query in order to scan for specific information.

ASSESSMENT CRITERION 2

2. Keywords and/or technical terminology are inferred from a client query in order to scan for specific information.

ASSESSMENT CRITERION 3

3. The text is scanned for the keywords and/or technical terminology.

ASSESSMENT CRITERION 4

4. The most appropriate option is selected to obtain the answer to the query.

SPECIFIC OUTCOME 4

Read an electronic or other document to interpret and convey the details.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Available information is assessed in terms of whether it answers the client's need adequately.

ASSESSMENT CRITERION 2

2. Answers to complex or specific queries are obtained by reading electronic or other documents for detail and accessing other reference material where necessary.

ASSESSMENT CRITERION 3

3. The information in the text is processed and an answer is formulated to the client's query.

ASSESSMENT CRITERION 4

4. Complex and unusual information that is not easily interpreted is discussed in a team to determine appropriate action.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

This unit standard will be internally assessed by the provider and moderated by a moderator registered by INSQA or a relevant accredited ETQA. The mechanisms and requirements for moderation are contained in the document obtainable from INSQA: INSQA framework for assessment and moderation.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems in which responses show that responsible decisions using critical and creative thinking have been made in answering client queries.

UNIT STANDARD CCFO WORKING

Work effectively with others as a member of a team in order to interpret complex and unusual information.

UNIT STANDARD CCFO ORGANISING

Organise and manage his/her own learning activities responsibly and effectively in finding information to respond to a client`s query.

UNIT STANDARD CCFO COLLECTING

Collect, organise and critically evaluate information from a variety of technical texts in order to respond to a client`s query.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively in reading for information and orally analysing and responding to a client`s query.

UNIT STANDARD CCFO SCIENCE

Reflect on and explore a variety of strategies to learn more effectively in discussing the interpretation of electronic and other documents to determine appropriate action.

UNIT STANDARD CCFO DEMONSTRATING

Be culturally and aesthetically sensitive across a range of social contexts in responding to client queries.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Fundamental	49089	National Certificate: Financial Services	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	INSETA
Fundamental	48494	National Certificate: Financial Services Management	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2012-06-30	INSETA
Fundamental	23154	National Certificate: Grain Handling Processes	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	AgriSETA
Fundamental	20177	National Certificate: Insurance	Level 3	NQF Level 03	Passed the End Date - Status was "Registered"	2004-10-10	Was INSETA until Last Date for Achievement
Fundamental	48764	National Certificate: Wholesale and Retail Sales Practice	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2008-10-22	Was W&RSETA until Last Date for Achievement
Fundamental	48854	Further Education and Training Certificate: Fundraising	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Fundamental	24294	Further Education and Training Certificate: Information Technology: Systems Development	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2010-01-23	Was MICTS until Last Date for Achievement
Fundamental	20638	National Certificate: Collective Investment Schemes	Level 4	NQF Level 04	Passed the End Date - Status was "Registered"	2004-12-05	INSETA
Fundamental	48493	National Certificate: Financial Services: Wealth Management	Level 4	NQF Level 04	Passed the End Date - Status was "Registered"	2007-02-11	Was INSETA until Last Date for Achievement
Fundamental	20639	National Certificate: Healthcare Benefits Administration: Claims Assessing	Level 4	NQF Level 04	Passed the End Date - Status was "Registered"	2004-12-05	INSETA
Fundamental	24293	National Certificate: Information Technology: Technical Support	Level 4	Level TBA: Pre-2009 was L4	Passed the End Date - Status was "Reregistered"	2010-01-23	Was MICTS until Last Date for Achievement
Fundamental	20774	National Certificate: Insurance: Long Term: Risk Assessment	Level 4	NQF Level 04	Passed the End Date - Status was "Registered"	2004-12-05	Was INSETA until Last Date for Achievement
Fundamental	21796	National Certificate: Short Term Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Registered"	2005-06-12	Was INSETA until Last Date for Achievement
Fundamental	49396	National Certificate: Wholesale and Retail Credit Control	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2008-10-22	Was W&RSETA until Last Date for Achievement
Fundamental	49397	National Certificate: Wholesale and Retail Operations Supervision	Level 4	Level TBA: Pre-2009 was L4	Passed the End Date - Status was "Reregistered"	2023-06-30	W&RSETA
Elective	48783	National Certificate: Financial Services	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2023-06-30	INSETA
Elective	93997	National Certificate: Contact Centre and Business Process Outsourcing Support	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-07-30	As per Learning Programmes recorded against this Qual
Elective	83946	National Certificate: Management	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-07-30	As per Learning Programmes recorded against this Qual
Elective	49649	Further Education and Training Certificate: Long-term Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	INSETA
Elective	49356	Further Education and Training Certificate: Medical Claims Assessing	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	INSETA
Elective	66609	Further Education and Training Certificate: Retail Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	66610	Further Education and Training Certificate: Short Term Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-07-30	As per Learning Programmes recorded against this Qual
Elective	57613	Further Education and Training Certificate: Short-Term Risk Management	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2012-06-30	INSETA
Elective	66613	Further Education and Training Certificate: Wealth Management	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	20773	National Certificate: Long Term Insurance	Level 4	NQF Level 04	Passed the End Date - Status was "Registered"	2004-12-05	INSETA

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.	ARANDA LEARNERSHIP COLLEGE PTY LTD
2.	Careers IT
3.	CTU Training Solutions
4.	Deloitte
5.	Epitome Villa (Pty)Ltd
6.	Futurekids SA (Fochville)
7.	Gemini Training And Development Pty Ltd
8.	Information Technology Resource Centre
9.	MBOWA COLLEGE PTY LTD
10.	NCC - Vereeniging
11.	Nolwazi Stem Education for The
12.	NWK Beperk
13.	On the Ball College Pty ltd
14.	Pretoria Technical College
15.	Richfield Graduate Institute of Technology Pty Ltd
16.	Rostec Technical FET College (Pty) Ltd
17.	Suidwes Beleggings Eiendoms Beperk
18.	VKB LANDBOU (PTY) LTD
19.	Working Solution International