SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Administer requests to re-issue credit cards in a banking environment

SAQA US ID	UNIT STANDARD TITLE
7169	Administer requests to re-issue credit cards in a banking environment
ORIGINATOR
SGB Financial Services
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
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	31
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2003-12-03	2004-08-11	SAQA 1351/03
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2005-08-11		2008-08-11

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 is replaced by:

US ID	Unit Standard Title	Pre-2009 NQF Level	NQF Level	Credits	Replacement Status
114767	Administer requests to re-issue credit and debit cards in a banking environment	Level 3	NQF Level 03	8

PURPOSE OF THE UNIT STANDARD

This unit standard is for people who are responsible for administering requests to re-issue Visa and/or MasterCards. People credited with this unit standard are able to validate the request, to handle notifications of lost/stolen cards and to process requests for duplicate cards.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Open

UNIT STANDARD RANGE

Include the issuing of new cards and/or duplicate cards.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Validate requests to re-issue credit cards.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Requests are obtained and recorded as per company specifications.

ASSESSMENT CRITERION RANGE

Include, but not limited to requests received from branches or directly from customers via fax, telephone and mail; and system generated requests.

ASSESSMENT CRITERION 2

2. The viability to re-issue the card is verified and confirmed in accordance with company and Visa and MasterCard regulations.

ASSESSMENT CRITERION RANGE

Include, but not limited to accurate customer details e.g. name, address and status of card account e.g. within credit limit.

ASSESSMENT CRITERION 3

3. Required actions to effect the request are determined and actioned as per company specifications.

SPECIFIC OUTCOME 2

Handle notifications of lost and/or stolen cards.

OUTCOME RANGE

Visa and MasterCards

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Notifications of lost/stolen cards are recorded as per company specifications.

ASSESSMENT CRITERION RANGE

Notifications may initiate from, but are not limited to clients, branches, internal departments e.g. call centres and system generated reports/lists.

ASSESSMENT CRITERION 2

2. A lost/stolen status is imposed on card record and evidence regarding the incident is recorded as per Visa and MasterCard Rules.

ASSESSMENT CRITERION RANGE

Include, but not limited to time, place, last valid transaction and reason code.

ASSESSMENT CRITERION 3

3. Requests for emergency card replacements are recorded and actioned according to Visa and MasterCard rules.

ASSESSMENT CRITERION RANGE

Internationally replacement and delivery of cards by Visa and MasterCard.

ASSESSMENT CRITERION 4

4. Delivery instructions are recorded as per customer instructions.

ASSESSMENT CRITERION RANGE

Include, but not limited to registered mail, for collection at issuing point or a specified outlet/branch.

ASSESSMENT CRITERION 5

5. New card account is generated and instruction to issue and emboss plastic is given in accordance with company specifications.

ASSESSMENT CRITERION 6

6. Cost incurred in re-issuing the card is recovered as per company specifications.

SPECIFIC OUTCOME 3

Process requests for duplicate cards.

OUTCOME RANGE

Damaged cards, change of expiry date, name change, incorrect embossing and expired cards not automatically re-issued.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Request is recorded as per company specifications.

ASSESSMENT CRITERION RANGE

Requests may initiate from, but are not limited to clients, branches, internal departments e.g. call centres and system generated reports/lists.

ASSESSMENT CRITERION 2

2. Card record is verified and updated according to changed details.

ASSESSMENT CRITERION 3

3. Requests for emergency card replacements are recorded and actioned according to Visa and MasterCard rules.

ASSESSMENT CRITERION RANGE

Internationally replacement and delivery of cards by Visa and MasterCard.

ASSESSMENT CRITERION 4

4. Delivery instructions are recorded as per customer instructions.

ASSESSMENT CRITERION RANGE

Include, but not limited to registered mail, for collection at issuing point or a specified outlet/branch.

ASSESSMENT CRITERION 5

5. Instruction to issue and emboss plastic is given in accordance with company specifications.

ASSESSMENT CRITERION 6

6. Cost incurred in replacing the card is recovered as per company specifications.

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

Learners are able to:

Operate company specific card system to capture, locate and extract information and to complete the task at hand.
Interpret and apply the Visa and Master Card rules and regulations regarding the re-issuing of cards.
Evaluate the circumstances of a request and to act appropriately on perceived "risk/fraud" requests.
Interpret and apply InterBank Local Rules in performing the specific outcomes.
Value the importance of adhering to rules and regulations.
Ensure the effective flow of information by organising their activities responsibly and effectively.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

The learner is able to identify and solve problems when verifying the viability to re-issue a card; ensuring decisions regarding re-issuing are based on valid and complete information.

UNIT STANDARD CCFO WORKING

The learner is able to work effectively with others when handling requests for emergency card replacements, ensuring the timeous and accurate re-issuing of cards.

UNIT STANDARD CCFO ORGANISING

The learner is able to organise and manage his/her activities responsibly and effectively, when administering requests to re-issue credit cards, ensuring the timeuos processing of requests and delivery of cards to clients.

UNIT STANDARD CCFO COLLECTING

The learner is able to collect, organise and critically evaluate information when handling notifications of lost and/or stolen cards, ensuring the prevention of fraudulent transactions.

UNIT STANDARD CCFO SCIENCE

The learner is able to use technology effectively when capturing, updating and extracting information, ensuring complete and accurate information is available on systems.

UNIT STANDARD CCFO DEMONSTRATING

The learner is able to demonstrate an understanding of the relationship between internal departments, clients and other companies and the importance of networking to effectively administer requests to re-issue credit cards.

UNIT STANDARD NOTES

This unit standard has been replaced by unit standard 114767, which is "Administer requests to re-issue credit and debit cards in a banking environment", 8 credits and NQF level 3 as from 11 Aug 2004.

Legal Requirements:

InterBank Local Rules
Visa and MasterCard Rules and Regulations.

Assessment against unit standard:

Assessment practices against this unit standard should meet the requirements of established assessment principles, such as validity, reliability and fairness. Assessment activities and tools, which are appropriate to the context in which learners are working, should be used. The assessment should ensure that all the specific outcomes, critical cross-field outcomes, and essential embedded knowledge are assessed. Learners are required to demonstrate that they can perform the specific outcomes with understanding and reflexivity and, where applicable, within all the situations and circumstances defined by the range statement(s).

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	Passed the End Date - Status was "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.

1.	Fachs Business Consulting and Training
2.	Octomate Education Pty Ltd
3.	SIGNA ACADEMY (PTY) LTD
4.	Standard Bank Personal and Business Banking
5.	Trainers Without Borders