Learning Journey Study Block 3

Personal Banking Advisor

Learning Journey Study Block 3 2 Certificate IV in Banking Services

Participant Activity Workbook_v1_April 2014 Participant Activity Workbook — Learning Journey Study Block 3 3

Introduction

To be granted the (FNS41011) Certificate IV in Banking Services you need to demonstrate the skills and knowledge requirements covered by the qualification. This will be done by providing satisfactory evidence of the training you have completed on Westpac’s eAcademy, discussions with your Kaplan Trainer and through the completion of the activities contained within this Activity Workbook.

Completing this workbook

All activities within this workbook are to be completed. As a general rule each activity will require a brief explanation of your understanding of the topic. Bullet points are acceptable where appropriate. If additional space is required to fully answer the activity feel free to attach additional pages to the back of this workbook, however please reference the activity within the original space provided. Attach your eAcademy Training History Report showing successful completion of the required training to the back of this workbook and sign where indicated.

Assessment Kaplan will: • assess your competency based on: – the level of detail in your answers – your understanding of the content – your eAcademy Training History Report – your eAcademy 100% Job Role Report • provide feedback if the evidence you have provided is insufficient or does not demonstrate competency.

1 Knowledge of products and services

1.1 Explain Westpac’s promotional strategy for products and services including how you access and apply them to business activities?

1.2 Within Westpac, who can you refer to for assistance, in relation to the promotional strategy?

1.3 Explain how the approach to selling products and services in a competitive marketplace are evaluated and effective approaches to meeting customer needs are determined?

1.4 What procedures do you follow for maintaining product knowledge?

1.5 Complete the following table relating to your selection of five (5) of Westpac’s products or services.

2 x client Product/Service Purpose 2 x benefit/features Cost characteristics

Flexi First Option Finance for Lowest variable interest rate Establishment First home buyers Home Loan the purchase fee $600 Add options on a pay as you Customers wanting a of a home choose basis no frill home loan product

2 Sell financial products and services

2.1 What procedures do you follow for identifying the needs of the customer?

2.2 What procedures do you follow for determining the suitability of the customer for the financial product or service?

2.3 What procedures do you follow for providing your customer with information about the product or service?

2.4 What procedures do you follow for confirming the sale and processing the documentation?

3 Implement a sales plan

3.1 What procedures do you follow for implementing promotional strategies, including timeframe requirements? For example, promotional strategies would be radio, television in branch promotions/campaigns. As a guide, relate this back to achieving your New Revenue sales targets.

3.2 What procedures do you follow for preparing distribution channels? For example mortgage brokers, existing clients etc.

3.3 What procedures do you follow for monitoring and reviewing your sales targets?

3.4 Describe how you will analyse your local geographical market to help achieve your new revenue sales targets

3.5 Implement a sales strategy including putting appropriate basic sales training in place, for a new Personal Banker at your branch that you will be mentoring to achieve their sales targets.

3.6 Evaluate and make necessary adjustments to ensure the success of your sales targets.

3.7 Use appropriate communication skills with your team to confirm sales planning requirements and share information. Provide an example of your team’s feedback and input.

3.8 Use Information Technology (IT) skills for accessing and using appropriate software. Advise what Westpac systems you use to monitor and analyse your sales plan.

Study Block 3 — Training History Evidence Checklist

Your eAcademy Training History Report must be attached to this Activity Workbook and must show successful completion and/or attendance to the following programs:

Training program Date completed/attended

Heart of the Conversation

Tier 2 Accreditation: Intune Practice

: Intune Perform

NCCP Modules

Account Servicing

Loan Documentation

Putting it all together

Sales Requirements

Mandatory assessments

Fraud Prevention

Introduction to Products

Code of Banking Practice – Consumer Lending

BT Super Fundamentals

BT Super for Life

BT Super for Life General Advice

eAcademy 100% Job Role Report

Participant declaration

I confirm that all evidence presented for assessment is my own work.

Participant’s name:

Participant’s signature:

Assessment outcome

I confirm that all evidence presented for assessment is my own work.  Competent  Not Yet Competent

Trainer comment/Feedback:

Trainer’s name:

Trainer’s signature:

Prior to your scheduled Kaplan Trainer visit/call Please scan and email to: Evidence required: • This Activity Workbook — completed and signed • eAcademy Training History Report.

Appendix A: Learning log

Applies only to new starter traineeships.

Introduction

Each Activity Workbook contains a learning log which is designed to record any training or industry experience that you receive while registered as a trainee. It shows evidence of activities and training that you participate in that is relevant to the industry that you are working in and the qualification you are undertaking. You are required to register the amount of any training and assessment time you participated in throughout the duration of your traineeship. Training and assessment time should include any professional development activity where you have the opportunity to build skills and knowledge required for your role on and off the job. This could include: • Completing assessment tasks • One-to-one coaching with your trainer, manager or others • Attendance at training courses • Online training • Buddying/coaching/mentoring activities • Job rotation • Team building • Research activities i.e. company policies and guidelines, industry and/or competitor information • Team meetings • Attending a workshop, seminar, conference • Asking and gaining insight/information from colleagues • Company induction not specific to the qualification- induction in the workplace. It is expected that you record an average of 12 hours per month (36 per 3 months). The more hours you can log, the more evidence there is for the knowledge and skills you have attained during your traineeship. You are responsible for your learning log to be completed on a regular basis and have it verified by your Manager at the due date of each Activity Workbook. Your Employer is to ensure that you are given adequate time to complete the learning log requirements as well as all work activities, training and completion of your Activity Workbook. Note: It is to be kept by you throughout your traineeship and produced when requested by either your Trainer or the Apprenticeship Centre.

Instructions — example only

You can log several activities for each day and different activities on different dates. Enter the time in a minimum of 15 minute blocks.

Date Description of learning/Training activity & key learning/s Start time End time Total time

5/2/14 Completion of a work station assessment checklist where I learnt 8 am 9.30 am 1.5 correct positioning of chair and computer screen placement

5/2/14 One-on-one coaching session with Manager to understand NPS 11 am 12.15 pm 1.25 system

8/2/14 Read latest internal communication on upcoming training 2 pm 2.15 pm 0.25

14/2/14 Team meeting to discuss performance review timelines and 4 pm 5.30 pm 1.5 individual activities that need to be completed

15/2/14 Partake in fire safety drill and emergency procedures 11 am 12.30 pm 1.5

21/2/14 Progress discussion and completion of meetings with Kaplan 8 am 9 am 1 Trainer

22/2/14 Computer system training upgrade to allow recording of 1 pm 1.30 pm 0.5 professional development activities

4/3/14 Research company WH&S policies 8.30 am 9 am 0.5

Learning log

Please insert additional rows as required.

Verification of learning log

Manager name: ______

Manager signature: ______

Participant signature: ______

Date: ______