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  Passed the End Date -
    Status was "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  Passed the End Date -
    Status was "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  Passed the End Date -
    Status was "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  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  W&RSETA 
    Elective  48783   National Certificate: Financial Services  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  INSETA 
    Elective  93997   National Certificate: Contact Centre and Business Process Outsourcing Support  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2023-07-30  As per Learning Programmes recorded against this Qual 
    Elective  83946   National Certificate: Management  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2023-07-30  As per Learning Programmes recorded against this Qual 
    Elective  49649   Further Education and Training Certificate: Long-term Insurance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  INSETA 
    Elective  49356   Further Education and Training Certificate: Medical Claims Assessing  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  INSETA 
    Elective  66609   Further Education and Training Certificate: Retail Insurance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  66610   Further Education and Training Certificate: Short Term Insurance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2023-07-30  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  Passed the End Date -
    Status was "Reregistered" 
    2023-06-30  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. African Resources & Financial Training (Pty) Ltd 
    2. ARANDA LEARNERSHIP COLLEGE PTY LTD 
    3. ATTI IT SOLUTIONS (Bloemfontei 
    4. BRC Solutions (Pty) Ltd 
    5. Careers IT 
    6. CKP Development Agency (Pty) Ltd 
    7. CTU Training Solutions 
    8. De Vries Management & Training Services cc 
    9. Deloitte 
    10. ECONO FOODS PTY(Ltd) 
    11. Edutel Wholesale & Retail Academy 
    12. Epitome Villa (Pty)Ltd 
    13. Faisit (Pty) Ltd 
    14. Futurekids SA (Fochville) 
    15. Gemini Training And Development Pty Ltd 
    16. Inclusive Training Initiatives Pty Ltd 
    17. Information Technology Resource Centre 
    18. MASSTORES PTY LTD T/A MAKRO 
    19. MBOWA COLLEGE PTY LTD 
    20. NCC - Vereeniging 
    21. Nolwazi Stem Education for The 
    22. NWK Beperk 
    23. On the Ball College Pty ltd 
    24. Owl Business Training PTY LTD 
    25. Phekgole Trading Enterprise 
    26. Pretoria Technical College 
    27. Ray Strodl Consulting (Pty) Ltd 
    28. Richfield Graduate Institute of Technology Pty Ltd 
    29. Ripple Effect 4 (Pty) Ltd 
    30. Rostec Technical FET College (Pty) Ltd 
    31. Success Christian Training Cen 
    32. Suidwes Beleggings Eiendoms Beperk 
    33. The Graduate Institute of Financial Sciences (Pty) Ltd 
    34. The Institute of Health Risk Managers (Pty) Ltd 
    35. Tshwane College of Commerce an 
    36. VKB LANDBOU (PTY) LTD 
    37. Working Solution International 



    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.