ࡱ> #`  bjbj5G5G 5W-W-AE 0 8889L ;0 4 A Ap|A|A|ACTCD9;;;;;;$(h_9 oG|CC"oGoG_ |A|A$KKKoG |A |A9KoG9KK a|AA _EU89HN4Dx49(:I$:ha: a"DDKdElE"D"D"D__Jd"D"D"D4oGoGoGoG0 Ċ0 0 0 0  Working in the Financial Services Industry Assessment Task Cover Sheet Students Name:Employer: Please complete and check all shaded sections before mailing to the College. Make sure this cover sheet is securely attached to your Assessment Task. Please (() the type of submission (Full Submission Partial Submission Resubmission Course You Are Enrolled in (() C3 Financial ServicesFNSICIND301AFNSICGEN301AFNSICGEN303AFNSICGEN302AC3 Financial ServicesFNSICGEN301AFNSICGEN302A & Mercantile AgentsFNSICGEN303AFNSICGEN302Apartial FNSICIND401AC4 Financial ServicesFNSICGEN301AFNSICGEN302A &partial FNSICIND401A Participant Declaration: I declare that the material contained in this Assessment Task is my own work. XStudents Signature: / / Supervisors Declaration: I verify that the material provided in the attached Assessment Task is the original work of the participant. XSupervisors Signature: Supervisors Name:  / /Please complete the Work-skills Verification Checklists College Use: Comments Code: Assessment Result: % Competent % Competence not yet demonstrated Work-skills Verification Checklists (required for Traineeship enrolments)Part A The Financial Services SectorPart B Employee ObligationsPart C Legislation Part D CommunicationPart E Workplace TechnologyPart F Self Management and Team Work  Assessed By: Signature:Assessed By: Name: / / Workplace Skills VerificationStudents: Please self-assess your skills in the listed areas on the following checklist. Trainees please have your workplace supervisor complete the Checklist to provide their view on whether you have demonstrated the required skills. If either of you feel you have not yet acquired the skills and would like assistance please contact the College. Work Skills ChecklistStudentSupervisorEmployee consistently follows the organisations policies, procedures, legislation and follows reasonable directions((Employee behaves in a non-discriminatory manner((Employee accesses and updates customer information in line with the organisations policies and procedures((Employee prioritises their work load and completes work tasks on time((Employee asks for assistance and clarification when required.((Employee effectively uses a range of communication skills when dealing with team members and others((Employees work meets the organisations expectations for accuracy, efficiency, honesty and customer service((Employee knows their own job requirements and responsibilities((Employee assists other team members to achieve workplace outcomes((Employee has the ability to adapt to changes in the workplace((Employee can demonstrate efficient use of the following workplace equipment: Computers; Fax Machine; Photocopier; Printers and Telephones. Please list other equipment used proficiently. ( ( (((Organisational procedures including password procedures are followed when entering, changing or removing computer data((Work is planned to maximise effectiveness of technology and to minimise waste of resources and time((Employee contributes positively to the team and works with others to achieve workplace outcomes(( Checklist continued on next page Work Skills ChecklistEmployeeSupervisorProblems preventing achievement of work goals are identified and actioned((Employee contributes to group decision making((Individual responsibilities are identified and carried out as required((Improvements in workplace systems or practices are identified and bought to the attention of supervisors((Employee has a basic knowledge of the organisations conflict resolution policy((I verify that I have reviewed the answers to Parts A - F and agree that organisational policies and procedures are correctly detailed.(( Supervisors Name:Supervisors SignatureDate:Contact Day Time Ph:Students Name:Students Signature: Assessment Task Part A - The Financial Services Sector Refer to Section 1 in the Workbook to assist you in answering these questions  If this is your first Module - Fax this page back to the College on (02) 4225 1400 as soon as you have completed it so that we know you have started your course. Name: Employer: Your College of Training Manager:  Q1. Describe the type of financial services organisation you work for and list its key products: Type of Financial Services Organisation: Key Products:   Q2. Identify 3 competitors to your employer: Competitor 1: Competitor 2: Competitor 3: Q3. Give an example of a financial services company that is of the type of organisation listed, and the types of products it would offer: Superannuation: Credit Union: General Insurance Company: Bank: Mortgage or Finance Broker: Credit Reporting Agency: Building Society: Once you have answered the above questions Fax this part of the Assessment Task back to the College on 02 4225 1400 if this is your first Module. Keep the original for submission with the rest of the Tasks. Assessment Task Part B - Employee Obligations Refer to Section 2 in the Workbook to assist you in answering these questions  Q4. Summarise your organisations policies on the areas listed below, and demonstrate your understanding of these policies by giving an example of what you are meant to do or not do because of this policy. If your organisation does not have a written policy in these areas agree with your supervisor on the expectations for each one. If you are self-employed what policy would you put in place if you hired an employee. A. Employee Honesty Policy Summary:    Example of what I need to do to meet this policy requirement:     B. Use of Company Property Policy Summary:    Example of what I need to do to meet this policy requirement    C. Personal Presentation Policy Summary:   Example of what I need to do to meet this policy requirement:    Q5. Identify three other policies or procedures that exist in your workplace and give examples of how they affect the way you do your job. The policies or procedures may be written or unwritten ones. 1. Policy / Procedure: How it affects your job:    2. Policy / Procedure: How it affects your job:    3. Policy / Procedure: How it affects your job:    Q6. How would you address the following situations to be consistent with your organisations policy: A. You are asked by a close friend to look up their ex-spouses details as they are currently in the middle of a custody battle and are desperate to prove that their ex-spouse is lying.         B. Your mother has been involved in a car accident. She tells you the name of the person who caused the accident. You think they are a client and your mum wants you to check your information to see if they are insured like they said they were.         Assessment Task Part C - Legislation in the Finance Sector Refer to Section 3 in the Workbook to assist you in answering these questions  Q7. Match the legislation with the correct description: 1.Occupational Health & SafetyA. This law was enacted to regulate how personal information was dealt with. It is intended to protect the personal information gathered from being abused.2. Consumer Credit CodeB. A law that outlines legal rights of people against unequal treatment.3. Privacy ActC. A voluntary code that defines the rights and responsibilities for financial institutions and their customers in relation to Electronic Funds Transfer4. EFT Code D. Governs all credit transactions taking place in Australia.5. DiscriminationE. This prohibits advertising and conduct from being false and misleading to consumers and from using harassing or coercive sales or collections tactics6. Trade Practices ActF. A law that requires a workplace to be safe and defines what standards the workplace must meet.  Q8.There are discrimination laws in each state. True or False Q9. When dealing with customers in the finance sector, the same Discrimination laws apply as in employment situations. True or False Q10. Give two examples of how Legislation affects your job role 1. Legislation: How it affects your job role:    2. Legislation: How it affects your job role:    Q11. Look up your organisations Privacy Statement. Identify some key points and explain how these impact your customers? If you are self-employed write a Privacy Statement that would comply with the National Privacy Principles.         Q12. Where would you go to find out about changes to legislation that affect you?   Assessment Task Part D - Communication Refer to Section 4 in the Workbook to assist you in answering these questions  Q13. List three personal nonverbal communication or body language actions that you can use to show customers and work colleagues that you are actively listening? 1.  2. 3. Q14. List three personal nonverbal communication or body language actions that may show you that a customer is happy with what you are saying. 1. 2. 3. Q15. List three personal nonverbal communication or body language actions that may show you that a customer is NOT happy with what you are saying. 1. 2. 3. Q16. Give three examples of questions that you ask to obtain more information from your customers: 1.  2.  3.  Q17. What is the ABCD to good memo and letter writing: A B C D Q18. What is the main method used in your organisation to communicate to staff any changes to procedures and products? If you are a sole operator, how would you ensure any new employees you hired were aware of changes to procedures and products?    Q19. Refer to the material on how to write good memos or emails. Draft an email or memo to be sent to other team members or potential new employees explaining to them what being culturally inclusive at work means. Be sure to give examples and proof read it to ensure it clearly communicates your message in a professional business like manner.        Q20. What is your organisations policy on how conflict between two work colleagues would be resolved? If you are a sole operator how would you approach a situation where two new employees were not getting on?    Assessment Task Part E - Workplace Technology Refer to Section 5 in the Workbook to assist you in answering these questions Q21. Identify 3 items of office technology or equipment that you use to perform your work duties and complete the following questions for each: 1. Equipment or Technology:  a) How does it assist you meet your job requirements?  b) What problems go wrong with it?  c) what do you do to prevent or fix those problems?   2. Equipment or Technology:  a) How does it assist you meet your job requirements?  b) What problems go wrong with it?  c) what do you do to prevent or fix those problems?   3. Equipment or Technology:  a) How does it assist you meet your job requirements?  b) What problems go wrong with it?  c) what do you do to prevent or fix those problems?  Q22. At ABC Financial Institution each branch has a fax machine. It is used to receive customer requests such as loan applications, as well as urgent messages from head office. Gayle is responsible for checking that the fax machine has enough paper. However at least three times a week the fax machine runs out and the branch staff only find out when a customer or head office person calls to ask why they havent replied to a fax. If you are Gayle, what proactive steps will you take to prevent future problems. Identify at least 3 things you can do. 1. 2. 3.  Q23. Identify a piece of office equipment where you need assistance to conduct the necessary maintenance or you are required to arrange for someone else to someone else to carry it out. Technology / Equipment: Reasons why you would seek assistance or refer:   Q24. Find 2 examples of manuals, training notes, or on-line help systems that would assist you in solving problems with equipment or software at work 1.   2.   Q25. Annie works for ABC Financial Services in a customer sales and service role. She is very good with customers, having terrific communication and rapport skills. However, she refuses to learn the new computer system. As a result she is always making data input errors and in some cases doesnt load important information because she doesnt know how to. You are her work colleague what steps would you take to help her develop her skills and confidence. Identify at least 3 things you could do. 1 2 3 Q26. Attach a print out showing an example of how you have updated or entered details into your computer system. Please black out any private details. Attached ( YES ( NO Q27. List the computer programs that you have at work and what they are used for, and what methods there are for navigating or moving around that program: 1. Program Use: Navigation: ( Mouse ( Keyboard ( Menu ( Other: 2 Program Use: Navigation: ( Mouse ( Keyboard ( Menu ( Other: 3 Program Use: Navigation: ( Mouse ( Keyboard ( Menu ( Other: Q28. Mike at ABC Financial Services is always forgetting his passwords to the computer system. As a result he is always breaking policy on logging his computer off when he is away from it. He has also started walking up to the computers of other staff and using them under their passwords, which is also against policy Explain to Mike 3 reasons why ABC Finance would have these policies in place: 1.  2.  3.  Q29. At your ABC Finance branch your printer has unexpectedly developed a technical problem which will take a week to get fixed. Identify 3 possible solutions to get you by until it is fixed. 1.  2.  3.  Q30. Write a paragraph explaining how having the technology you have assists you with achieving your work goals. Give examples.         Assessment Task Part F - Self Management and Team Work Refer to Sections 6 & 7 in the Workbook to assist you in answering these questions  Q31. What does SMARTT, in the context of SMARTT Goals, stand for? S M A R T T Q32. List three goals of your team and then give an example of how you contribute to your teams goals: Team Goal 1: How you contribute to the goal:   Team Goal 2. How you contribute to the goal:   Team Goal 3. How you contribute to the goal:   Q34. What activities can you undertake to ensure your knowledge and skills in relation to your job role are kept up to date?     Q35.Identify three aspects you can improve on in your time management.        Q36. List two or more obstacles that occur in your workplace that can stop or slow the team achieving its daily or weekly goals: 1.   2.   Q37. You feel that one of your fellow work colleagues who you have previously worked well with has not been pulling their weight. As a result you are not meeting your targets. What would you do in this situation. Refer to any people or policies in your organisation that would be useful to refer to, to get advice or assistance. Sole operators may answer this question in the context of having a supplier that they rely upon how would you act to improve the situation (short of not working with them any further).       Q38. Document some examples of tasks or jobs that other staff members, partners, clients or suppliers have that impact your role. Then identify the implications for you if these tasks/jobs are late or not done. Task that impacts your job role: Implications if this is late or not done:   Task that impacts your job role: Implications if this is late or not done:   Q39. Identify something about the way that work is done in your team that can be improved. Draft an email or memo to your fellow staff members about your suggestion. Explain your suggestion and the possible benefits clearly, and seek their comments or input. If you are unable to identify an improvement then either identify a problem and explain it and seek their suggestions, or comment on a recently implemented improvement and outline what the benefit has been to the workplace. For sole operators address this question in the context of seeking suggestions or help from a trusted colleague. Attachment: ( Copy of Email OR ( Memo Q40. Identify some future training needs for yourself and how the training will benefit yourself or the organisation you work for. 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