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: 

Contact a bank customer in the event of a possible loss 
SAQA US ID UNIT STANDARD TITLE
7142  Contact a bank customer in the event of a possible loss 
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 
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 
Persons credited with this unit standard will be able to contact a customer about a potential loss and advise the customer accordingly. 

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

UNIT STANDARD RANGE 
Range Statements

Accreditation Criteria 1.1: Including but not limited to telephone numbers, employer details, address details.

Accreditation Criteria 1.2: Including but not limited to tracing copies of deposits paid into the customer's accounts, tracing family members, contacting a credit bureau.

Accreditation Criteria 2.1: Including but not limited to telephone, registered letter. 

UNIT STANDARD OUTCOME HEADER 
Obtain the customer contact information 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Obtain the customer contact information. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. The relevant bank system is accessed to obtain customer information according to the bank's procedures. 
ASSESSMENT CRITERION RANGE 
Including but not limited to telephone numbers, employer details, address details
 

ASSESSMENT CRITERION 2 
2. All possible avenues for making customer contact are explored according to the bank's procedures. 
ASSESSMENT CRITERION RANGE 
Including but not limited to tracing copies of deposits paid into the customer's accounts, tracing family members, contacting a credit bureau.
 

SPECIFIC OUTCOME 2 
Advise the customer of a potential loss. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Customer contact information is used to make contact with the customer according to the bank's procedures. 
ASSESSMENT CRITERION RANGE 
Including but not limited to telephone, registered letter.
 

ASSESSMENT CRITERION 2 
2. The nature and extent of the loss is disclosed in line with bank's policy. 

ASSESSMENT CRITERION 3 
3. The customer is advised about the action required according to the Code of Banking Practice. 

ASSESSMENT CRITERION 4 
4. Customer contact is recorded promptly and accurately as required by the bank. 

ASSESSMENT CRITERION 5 
5. The necessary information is forwarded to the relevant parties as required by the bank. 


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 
Embedded Knowledge
  • an understanding of all relevant banking policies and procedures.
  • an understanding of the workflow.
  • operating and computer systems knowledge sufficient to locate
    the necessary information and complete the task.
  • an understanding of operational risk.
  • relevant security precautions. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    To identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made when customer contact information is used to make contact with the customer according to the bank's procedures. 

    UNIT STANDARD CCFO WORKING 
    To work effectively with others as a member of a team, group, organisation and community when the necessary information is forwarded to the relevant parties as required by the bank. 

    UNIT STANDARD CCFO ORGANISING 
    To organise and manage oneself and one's activities responsibly and effectively when customer contact is recorded promptly and accurately as required by the bank. 

    UNIT STANDARD CCFO COLLECTING 
    To collect, organise and critically evaluate information when all possible avenues for making customer contact are explored according to the bank's procedures. 

    UNIT STANDARD CCFO COMMUNICATING 
    To communicate effectively using visual, mathematical and language skills in the modes of oral and written presentations when the customer is advised about the action required according to the Code of Banking Practice. 

    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:

    All procedures must meet recognised codes of practice as well as obligations required under current legislation within South Africa and within the normal parameters of the defined job/task. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  20184   National Certificate: Banking  Level 3  NQF Level 03  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.
     
    NONE 



    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.