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 QUALIFICATION: 

Occupational Certificate: Bank Customer Services Clerk 
SAQA QUAL ID QUALIFICATION TITLE
101710  Occupational Certificate: Bank Customer Services Clerk 
ORIGINATOR
Development Quality Partner - QCTO 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
-   OQSF - Occupational Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
Occupational Certificate  Field 03 - Business, Commerce and Management Studies  Finance, Economics and Accounting 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  51  Not Applicable  NQF Level 04  Regular-ELOAC 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Reregistered  EXCO 0425/24  2018-07-01  2025-12-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2026-12-30   2029-12-30  

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 qualification does not replace any other qualification and is not replaced by any other qualification. 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Purpose:
The purpose of this qualification is to prepare a learner to operate as a Bank Customer Services Clerk. A Bank Customer Services Clerk is the first port of call for customers entering the bank. They direct customers to the right department. They render a range of bank services (like releasing cards and cheque books; producing copies of bank statements; processing a request to stop payment on a cheque or debit order; verifying documents; reversing payments etc.). They also receive and deal with customer queries and complaints, manage queues, walk the floor to identify problems, assist with all types of queries either face-to-face and telephonically. In addition, they promote banking products and services, minimise risk and work towards achieving customer satisfaction. All these activities are performed within a banking regulatory framework.

A qualified learner will be able to:
  • Complete and processing banking services.
  • Achieve customer satisfaction.
  • Minimise risk in a banking environment.

    Rationale:
    The Bank Customer Services Clerk occupation has become very popular as banks compete to provide excellent customer services in order to retain and expand their customer base. The occupation has taken on a much more meaningful role in the bank and often the customer services clerk is the first port of call for clients visiting the bank. In addition, this occupation has acquired a status above that of a bank teller and in some banks bank tellers become customer services clerks as a part of their upward mobility. Currently, banks and some private providers are training customer services clerks using some unit standards from the existing Levels 2 - 5 banking qualifications. These qualifications are:
  • National Certificate: Banking at Level 2 (ID 20183).
  • National Certificate: Banking at Level 3 (ID 20184).
  • FETC: Banking at Level 4 (ID 20185).
  • National Certificate: Banking at Level 5 (ID 61589).

    The existing banking qualifications at Levels 2 - 4 of the NQF do not have any core unit standards. Learners are expected to complete the fundamental unit standards and then choose from the electives those standards suitable to the career they wish to pursue. The range of electives in each of these qualifications covers a very large number of disparate banking competencies. It is difficult to identify what occupations in the banking sector the learners who go through these qualifications will enter. These qualifications do not directly produce bank tellers per se. It needs to be emphasised that banks require a national standard for the bank teller occupation.

    This qualification is focussed on bank customer services clerk competencies. Typical learners are school leavers, FET college graduates or workers who have been employed in the banking industry. Banks have different career pathways for those who enter their training programmes. Some start the learners off with a bank customer services clerk and then onto higher internal organisational tiers. The common trend is that the customer services clerks could move into supervisory positions, based on both experience and further qualifications.

    The customer services clerks' occupation, being one of the most central occupations in a bank, will contribute to the development of society by providing learners with significant opportunities. Learners will also benefit by completing other banking occupational qualifications being developed. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Recognition of Prior Learning:
    RPL for access to the external integrated summative assessment: Accredited providers and approved workplaces must apply the internal assessment criteria specified in the related curriculum document to establish and confirm prior learning. Accredited providers and workplaces must confirm prior learning by issuing a statement of result or certifying a work experience record.

    RPL for access to the qualification: Accredited providers and approved workplaces may recognise prior learning against the relevant access requirements.

    Entry Requirements:
  • Level 4 Qualification with Mathematical Literacy. 
    		•

    RECOGNISE PREVIOUS LEARNING? 
    Y 

    QUALIFICATION RULES 
    This qualification is made up of the following compulsory Knowledge and Practical Skill Modules:
    Knowledge Modules:
  • 421102001-KM-01, Workplace fundamentals, Level 4, 3 Credits.
  • 421102001-KM-02, The banking industry and banking rules and regulations, Level 4, 4 Credits.
  • 421102001-KM-03, Customer service and satisfaction, Level 4, 3 Credits.
  • 421102001-KM-04, Banking products and services, Level 4, 4 Credits.
  • 421102001-KM-05, Security at banks, Level 4, 2 Credits.
    Total number of credits for Knowledge Modules: 16.

    Practical Skill Modules:
  • 421102001-PM-01, Complete and process banking services, Level 4, 8 Credits.
  • 421102001-PM-02, Achieve customer satisfaction, Level 4, 4 Credits.
  • 421102001-PM-03, Minimise risk in a banking environment, Level 4, 2 Credits.
    Total number of credits for Practical Skill Modules: 14.

    This qualification also requires the following Work Experience Modules:
  • 421102001-WM-01, Completion and processing of services across all banking channels, Level 4, 9 Credits.
  • 421102001-WM-02, Processes to achieve customer satisfaction, Level 4, 6 Credits.
  • 421102001-WM-03, Processes to minimise risk to client and the bank, Level 4, 5 Credits.
  • 421102001-WM-04, Meeting processes, Level 4, 1 Credit.
    Total number of credits for Work Experience Modules: 21. 
    		•

    EXIT LEVEL OUTCOMES 
    1. The ability to provide the correct answers to a range of questions formulated so as to assess factual, conceptual and procedural knowledge for a Bank Customer Services Clerk.
    2. The ability to render bank services across all banking channels.
    3. The ability to handle difficult customers. 

    ASSOCIATED ASSESSMENT CRITERIA 
    Associated Assessment Criteria for Exit Level Outcome 1:
  • The importance of communication, the skills required to communicate with diverse people and the barriers to communication are discussed.
  • The regulatory framework relevant to a bank customer services clerk and the Code of Banking Practice (CoBP) is explained and applied.
  • The importance of ethical behaviour and confidentiality in the banking environment is discussed.
  • The concept and limits of contractual capacity and the legal requirements pertaining to contractual capacity are explained.
  • The means of identification and the authenticity features of identification documents are identified and described and ways to deal with anomalies are explained.
  • The types of products and services are identified and their features and benefits are explained.
  • Supporting documents for account maintenance are identified and described.
  • The dynamics of bank robberies are described and the risks and contingency plans associated with robberies are explained.
  • The types of emergency situations are identified and ways to deal with them are explained.
  • Ways of dealing with suspicious behaviour and petty crimes are explained.
  • Ways of interacting with, and managing customers, especially difficult ones, are described.
  • Problem solving techniques required in a bank customer services clerk environment are discussed.
  • The concept of emotional intelligence that would assist a bank customer services clerk in their interaction with colleagues and customers is explained.
  • Techniques to manage conflict situations likely to be encountered by a bank customer services clerk are explained.

    Associated Assessment Criteria for Exit Level Outcome 2:
  • The contractual capacity of the customer is established and confirmed (account maintenance).
  • Services common across all banks are rendered in accordance with bank protocols.
  • The features and benefits of common products and services are explained to customer.
  • Supporting documents to facilitate rendering of banking services are requested and received from customer.
  • Risks are identified and minimised through rendering of services according to bank protocols.

    Associated Assessment Criteria for Exit Level Outcome 3:
  • Listening skills are applied to establish customer's problems.
  • Customer is calmed or situation is defused to ensure resolution to the satisfaction of all parties.
  • Communication with customer is appropriate and enhances rapport.
  • Appropriate questions are asked to elicit information or clarify the nature of the problem.
  • Problems that are beyond the scope of a bank customer services clerk are escalated to relevant personnel.

    Integrated Assessment:
    Integrated Formative Assessment:
    The skills development provider will use the curriculum to guide them on the stipulated internal assessment criteria and weighting. They will also apply the scope of practical skills and applied knowledge as stipulated by the internal assessment criteria. This formative assessment leads to entrance into the integrated external summative assessment.

    Integrated Summative Assessment:
    An external integrated summative assessment, conducted through the relevant QCTO Assessment Quality Partner is required for the issuing of this qualification. The external integrated summative assessment will focus on the Exit Level Outcomes and Associated Assessment Criteria. The external assessment model requires that the external assessment will be conducted through a combination of written assessment and practical tasks at an accredited assessment centre. The written examination will be concluded at an accredited assessment centre and marked by registered assessors. Practical tasks will also be assessed by registered assessors. The combination of the written and practical assessment will be conducted over a period of one day. 
    		•

    INTERNATIONAL COMPARABILITY 
    The following countries were chosen for the review not only in terms of the similarity of their banking systems to the South African banking system but also because of availability of information:
  • United Kingdom.
  • New Zealand.
  • Australia.
  • United States.

    United Kingdom:
    The NVQ Certificate in Customer Service at Level 2 is for frontline service providers who deliver high levels of service to customers. The qualification is jointly certificated by Best Practice and Edexcel. Course duration: 3-6 months.

    The South African qualification shares many of the units listed below.
    Units (Mandatory and optional):
  • Communicate using customer service language.
  • Follow the rules to deliver customer service.
  • Communicate effectively with customers.
  • Give customers a positive impression of yourself and your organisation.
  • Promote additional services or products to customers.
  • Process information about customers.
  • Live up to the customer service promise.
  • Make customer service personal.
  • Go the extra mile in customer service.
  • Deal with customers face-to-face.
  • Deal with incoming telephone calls from customers.
  • Make telephone calls to customers.
  • Deliver reliable customer service.
  • Deliver customer service on your customers' premises.
  • Recognise diversity when delivering customer service.
  • Resolve customer service problems.
  • Deliver customer service to difficult customers.
  • Develop customer relationships.
  • Support customer service improvements.
  • Develop personal performance through delivering customer service.
  • Support customers using on-line services.
  • Buddy a colleague to develop their customer service skills.
  • Support customers using self-service technology.

    The NVQ Diploma in Customer Service at Level 3 certificated by Edexcel consists of the following. Course duration: 6-9 months, Credits 42.
    Units (Mandatory and optional):
  • Demonstrate understanding of customer service.
  • Demonstrate understanding of rules that impact on customer service improvements.
  • Deal with customers in writing or electronically.
  • Use customer service as a competitive tool.
  • Organise the promotion of additional services or products to customers.
  • Build a customer service knowledge set.
  • Deliver customer service using service partnerships.
  • Organise the delivery of reliable customer service.
  • Improve the customer relationship.
  • Monitor and solve customer service problems.
  • Apply risk assessment to customer service.
  • Process customer service complaints.
  • Work with others to improve customer service.
  • Promote continuous improvement.
  • Develop you own and others' customer service skills.
  • Lead a team to improve customer service.
  • Gather, analyse and interpret customer feedback.
  • Monitor the quality of customer service transactions.

    City and Guilds also offer two Customer Service qualifications (Levels 2 and 3) whish share some competencies with this South African qualification. It must be noted that a UK Level 2 is equivalent to South African Level 3.

    Level 2 will suit you if the learner has some experience in customer service and is able to handle more difficult customers. The learner is looking to improve his or her own skills and become more involved in making improvements to their team's level of customer service.

    Units:
  • Communicate using customer service language.
  • Follow the rules to deliver customer service.
  • Impression and image group.
  • Delivery group.
  • Handling problems group.
  • Development and improvement group.
  • Maintain a positive and customer-friendly attitude.
  • Promote additional services or products to customers.
  • Deal with customers using bespoke software.
  • Deliver customer service using service partnerships.
  • Monitor and solve customer service problems.
  • Apply risk assessment to customer service.
  • Lead a team to improve customer service.
  • Gather, analyse and interpret customer feedback.

    At Level 3, the learner is able to respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping in their implementation.
    Units:
  • Demonstrate understanding of customer service.
  • Demonstrate understanding of the rules that impact on improvements in customer service.
  • Impression and image group.
  • Delivery group.
  • Handling problems group.
  • Development and improvement group.
  • Champion customer service.
  • Make customer service personal.
  • Plan, organise and control customer service operations.
  • Deliver seamless customer service with a team.
  • Process customer service complaints.
  • Handle referred customer complaints.
  • Develop a customer service strategy for a part of an organisation.
  • Manage a customer service award programme.

    Scottish Qualification Authority:
    On the Scottish Qualifications Authority (SQA) under Unit Title: Functions of the Banking Sector, the following standards are set out in this part of the specification. Some of the outcomes resonate with the Bank Customer Services Clerk qualification.

    Outcome:
    Explain the role and function of banks and financial services organisations in the UK and international financial sectors.

    Performance Criteria:
  • Descriptions of the historical role and function of UK banks are accurate.
  • Important changes in banking structure are correctly identified.
  • The explanation of the role and function of UK banks at the present time is accurate.
  • The explanation of the role and function of banks in the international sector at the present time is accurate.
  • The explanation of the role and function of financial services organisations offering banking facilities is accurate.

    Outcome:
    Describe the services offered by UK High Street banks and financial services organisations to personal and corporate customers.

    Performance Criteria:
  • Safe-keeping facilities are accurately described.
  • Electronic and telephone banking systems are explained clearly and correctly.
  • Travel facilities are identified correctly in terms of customer needs.
  • Executor and trustee facilities offered by banks are accurately described.
  • Facilities offered by financial services organisations competing for banking business are accurately described.

    Then in a module entitled Introduction to Banking Practice the following unit is found:
  • Explaining the main functions of banks and their operation.

    Outcomes:
  • Explain the relationship between banks and their customers.
  • Explain the operation of bank accounts.
  • Explain the operation of the cheque system.
  • Explain the operation of plastic card and electronic banking systems.
  • Explain bank lending procedures, products and security requirements.

    Outcome:
    Explain the relationship between banks and their customers.

    Performance Criteria:
  • The types of bank customers are described accurately.
  • The duties and responsibilities of the banker and the customer are explained correctly.
  • The Code of Banking Practice is described correctly.

    Outcome:
    Explain the operation of bank accounts.

    Performance criteria:
  • The features of bank accounts are described correctly.
  • The procedures for opening, closing and controlling accounts are explained clearly and precisely.
  • The effect of the death of a customer is explained accurately.

    Outcome:
    Explain the operation of the cheque system.

    Performance criteria:
  • The features of a cheque are described accurately.
  • The rights, duties and liabilities of the parties to a cheque are explained clearly and correctly.
  • The roles of the paying and collecting bankers are explained correctly.

    Outcome:
    Explain the operation of plastic cards and electronic banking systems.

    Performance criteria:
  • The methods of operation of cheque, credit and debit cards are explained accurately.
  • Electronic banking services are identified clearly.

    New Zealand:
    There is no specific bank customer services qualification in New Zealand but there is a Certificate in Retail (Customer Service and Sales Support) at Level 2 and a Certificate in Customer Service Skills at Level 3. The purpose of the latter is: "Successful students will gain a sound foundation of the knowledge and skills, including literacy and numeracy skills, required for frontline roles within the customer service industry. The qualification provides generic skills for frontline employees and can lead to further study.

    The National Certificate in Retail at Level 3 also has as one of its purposes to provide for those individuals who are working in entry level positions using retail and customer service skills, a credential that will support their career opportunities across a range of organisations in the retail sector.

    Australia:
    The Institute of Financial Services in Sydney, Australia offers a Certificate IV in Banking Services which consists of 6 modules which encompass 12 competencies. The modules in the Australian qualification resonate substantially with those in the South African qualification.

    Client Relationships:
  • Establish client relationship and analyse needs.
  • Develop, present and negotiate client solutions.
  • Resolve disputes.

    Customer Service Skills:
  • Implement customer service standards.
  • Co-ordinate implementation of customer service strategies.

    Sales Skills:
  • Sell financial products and services.

    Workplace Skills:
  • Use business technology.
  • Manage personal work priorities and professional development.

    Industry Knowledge:
  • Apply principles of professional practice to work in the financial services industry.
  • Develop and maintain in-depth knowledge of products and services used by an organisation or sector.

    Participating in OHS:
  • Participate in OHS processes.

    The Australian College of Commerce and Management also offers the Certificate IV in Banking Services with the following subjects. This qualification also overlaps significantly, though not entirely, with the South African qualification.
  • Multiple Information Systems.
  • Safety at Work.
  • Compliance.
  • Financial Products - savings or loans.
  • Customer Service for Supervisors.
  • Sales Solutions.
  • Professional Practices in Finance.

    The United States:
    The American Institute of Banking (AIB) Customer Service Representative Certificate addresses the knowledge and skills necessary to achieve superior performance in this important position within the bank.

    The learner must complete the following courses:
  • Banking Today.
  • Building and Retaining Customer Relationships.
  • Cross-Selling Deposit Products.
  • Dealing Effectively with Co-Workers.
  • Effective Client Referrals.
  • Ethical Issues for Bankers.
  • Introduction to Relationship Selling.
  • Regulatory Compliance for Customer Service Representatives.
  • Revitalizing Customer Service.
  • Telephone Etiquette.
  • Understanding Bank Products.

    Most customer service representative jobs require only a high school Diploma. However, due to employers demanding a higher skilled workforce, many customer service jobs now require an associate or Bachelor's Degree. Basic to intermediate computer knowledge and good interpersonal skills also are important qualities for people who wish to be successful in the field.
    Conclusion:
    This South African qualification resonates significantly with the bank customer service qualifications from the identified countries even though in some countries the qualifications are generic qualifications whose content is determined by the sector for which the learner is being trained. The UK qualifications best match the South African qualification. The competencies required by bank customer services representatives in the US are closely aligned with the competencies covered in the South African qualification. 
    		•

    ARTICULATION OPTIONS 
    Horizontal Articulation:
  • Further Education and Training Certificate: Banking at Level 4 (ID 00185).

    Vertical Articulation:
  • National Certificate in Banking at Level 5 (ID 61589). 
    		•

    MODERATION OPTIONS 
    N/A 

    CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    N/A 

    NOTES 
    Qualifying for external assessment:
  • In order to qualify for an external assessment, learners must provide proof of completion of all required standards by means of statements of results and work experience.

    Additional legal or physical entry requirements:
  • None.

    Criteria for the accreditation of providers:
  • Accreditation of providers will be done against the criteria as reflected in the relevant curriculum on the QCTO website.
  • The curriculum title and code is: Bank Customer Services Clerk: 421102001.

    This qualification encompasses the following trades as recorded on the NLRD:
  • None.

    Part Qualifications:
  • None. 
    		•

    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    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.