Help customers to apply for a retail organisation's credit card and associated insurance products

This standard is about helping customers apply for your retail organisation's own credit card and any associated insurance products offered. Your retail organisation must ensure it complies with financial regulations and relevant legislation, including mis-selling and data protection throughout the application process. Customer service skills are also an important aspect of this standard, including treating customers with courtesy and tact.

This standard is for staff who are responsible for helping customers apply for workplace credit cards and associated insurance products.
When you have completed this standard you will be able to demonstrate your understanding of and ability to:

• Help customers to apply for a retail organisation's credit card and associated insurance products

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1. meet relevant legislation requirements and your workplace procedures when helping customers to apply for a credit card and associated insurance products and giving information about the process
2. allow customers to access the application document in their own time to review its contents, make it clear that they are welcome to do so and follow relevant legislation and your workplace procedures when giving review access
3. follow your workplace procedures to ask customers for proof of identity and check that suitable proof is provided
4. keep customers' personal data secure throughout the application process following your workplace procedures and relevant legislation
5. process applications in line with the procedures agreed between your workplace and the insurer
6. follow your workplace procedures and relevant legislation to confirm clearly to customers the decision, their credit limit, the Annual Percentage Rate that applies, any discounts that apply to purchases and any balance transfer options from other cards, where an application is accepted
7. follow your workplace procedures and relevant legislation to enable accounts to be set up for customers whose applications have been accepted
8. follow your workplace procedures to explain to customers where an application is declined and how they can enquire about the reasons
9. follow your workplace procedures to deal with technical problems when they occur with the application system or equipment and report promptly to the correct person any problems not within your authority
10. ensure you follow all relevant legislation and your workplace procedures to avoid mis-selling of credit cards and associated insurance products

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1. the relevant legislation and your workplace requirements for helping customers apply for a credit card and associated insurance products and the information that needs to be given about the application process
2. why customers may wish to review application documents in their own time to study in detail and why this is to be welcomed
3. your workplace procedure for giving customers access to review the application documents
4. why customers must prove their identity, what proof can be accepted and how they are validated in line with relevant legislation and your workplace procedures
5. why customers' personal data must be kept secure during the application process and how to do this inline with relevant legislation and your workplace procedures
6. the procedures agreed between your workplace and the insurer for processing applications
7. the procedures to follow when an application is accepted
8. how to treat customers with courtesy and tact when their applications have been declined
9. why the possible reasons for customers' applications being declined must not be speculated upon
10. the contact details that can be given to customers who want to enquire further about declined applications
11. how to use the application system and equipment and how to deal with technical problems that may occur with these
12. what the relevant legislation and your workplace procedures are to avoid mis-selling of credit cards and associated insurance products

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3

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2030

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Current

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Original

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Skillsmart Retail

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SSR.C272

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Retail and Commercial Enterprise, Retailing and Wholesaling, Sales and Customer Services Occupations, Sales Assistants and Retail Cashiers

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7111

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Retailing; retailers; helps; helping; assists; assisting; applies; applying; policies; policy

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