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 
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  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  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  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  Reregistered  2023-06-30  W&RSETA 
    Elective  48783   National Certificate: Financial Services  Level 2  NQF Level 02  Reregistered  2023-06-30  INSETA 
    Elective  93997   National Certificate: Contact Centre and Business Process Outsourcing Support  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  83946   National Certificate: Management  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  49649   Further Education and Training Certificate: Long-term Insurance  Level 4  NQF Level 04  Reregistered  2023-06-30  INSETA 
    Elective  49356   Further Education and Training Certificate: Medical Claims Assessing  Level 4  NQF Level 04  Reregistered  2023-06-30  INSETA 
    Elective  66609   Further Education and Training Certificate: Retail Insurance  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  66610   Further Education and Training Certificate: Short Term Insurance  Level 4  NQF Level 04  Reregistered  2021-06-30  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  Reregistered  2021-06-30  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. Aboutlearning Pty Ltd 
    2. ACADEMY BUSINESS SCHOOL 
    3. ACADEMY OF LEARNING JHB CENTRAL 
    4. Afedile M Learning Centre (Pty) Ltd 
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    6. ALCARI 233 CC T/A ALCARI (Eversdal)(TP) 
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    8. Arise Business Centre 
    9. ATTI IT SOLUTIONS BLOEMFONTEIN 
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    12. BATOHI CONSULTING T/A EUREKA TALENT SOLUTIONS 
    13. BC TRAINING ACADEMY 
    14. Blitz Skills Developers 
    15. Boston Technology Campus (Pty) Ltd 
    16. BRC Solutions (Pty) Ltd 
    17. Broadband College of Technology 
    18. Bytes People Solutions A Division of Altron TMT (Pty) Ltd 
    19. C&L SKILLS MANAGEMENT CC 
    20. Careers IT (Pty) Ltd 
    21. CBM TRAINING PTY LTD 
    22. CENTRAL BUSINESS ACADEMY PTY LTD 
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    25. College of Production Technology 
    26. Commerce and Computer College of South Africa 
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    30. CUSTOMER CENTRIC SOLUTIONS PTY LTD 
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    36. Deloitte 
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    41. EDU- OPTIONS ACADEMY 
    42. Edutel Wholesale & Retail Academy 
    43. EJW Financial Services (Pty) Ltd 
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    53. IMSIMBI TRAINING PTY LTD 
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    56. Invuya Institute of Learning (Pty) Ltd 
    57. iSolve Business Solutions (Pty) Ltd 
    58. Jonda Learning Academy 
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    60. Khuphulanani Training Institute (Pty) Ltd 
    61. Konani Training and Development Institute 
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    64. M-cot Corporate Training 
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    68. Modise Computer College 
    69. MONTSONYANA STAFFING SERVICES 
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    71. National Computer College Carletonville 
    72. National Computer College Cc 
    73. NET2G Technologies (Pty) Ltd t/a IT SCHOOL 
    74. Ngubeni Corporation 
    75. Northlink College - Protea Campus 
    76. NWK Beperk 
    77. O'Keeffe & Swartz Consultants (Pty) Ltd 
    78. Octomate (Pty) Ltd 
    79. Old Mutual Life Assurance Company South Africa 
    80. On the Ball College Pty ltd 
    81. OSCAR MADLALA CONSULTING AND PROJECTS CC 
    82. Outsurance Insurance Company Ltd 
    83. PEOPLE SOLUTIONS 
    84. PRODUCTION MANAGEMENT INSTITUTE OF SOUTHERN AFRICA PTY LTD 
    85. QUALITY SOLUTIONS 
    86. Quantum Career Development (PTY) LTD 
    87. QUANTUM SKILLS 
    88. Ray Strodl Consulting (Pty) Ltd 
    89. Ripple Effect 4 (Pty) Ltd 
    90. Rivoni Training N Communications 
    91. Sanlam Life Insurance Ltd 
    92. Sanlam Life Insurance Ltd. 
    93. SIGNA ACADEMY PTY LTD 
    94. SILVER SOLUTIONS CC 1360 
    95. Smart Byte Training Cc 
    96. SMART THINKERS SKILLS 
    97. Springfield Training (Pty) Ltd 
    98. Suidwes Beleggings Eiendoms Beperk 
    99. Technology Corporate Management (Pty) Ltd 
    100. The Institute of Health Risk Managers (Pty) Ltd 
    101. Titan Trade Technologies (Pty) Ltd 
    102. Torque Technical Computer Training (Pty) Ltd 
    103. Tshimedzwa Development Centre (Pty) Ltd 
    104. Umfolozi FET College - Central Office 
    105. Victory Ticket 580 cc 
    106. VKB LANDBOU (PTY) LTD 
    107. Woolworths Pty Ltd 
    108. Xtensive ICT Academy (Pty) Ltd 



    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.