Occupatinal Qualificatin Dcument Occupatinal Cde Qualificatin Title NQF Level 411102 Back Office Prcess Cnsultant (Cash Office Clerk) 2 Name Email Phne Lg Develpment Quality Partner Assessment Quality Partner W&RSETA imarrian@wrseta.rg.za 012-6229500 W&RSETA imarrian@wrseta.rg.za 012-6229500 DQP Representative Signature Date 411102001 Occupatinal Certificate: Back Office Prcess Cnsultant (Cash Office Clerk) (Cash Office Clerk) Page 1 f 10
QUALIFICATION DETAILS Qualificatin Title: Occupatinal Certificate: Back Office Prcess Cnsultant (Cash Office Clerk) Occupatinal Cde: 411102 Curriculum Cde: 411102001 Quality Assuring Bdy: Quality Cuncil fr Trades and Occupatins (QCTO) Sub Framewrk: Occupatinal Qualificatins Sub-Framewrk Field: Field 11 - Services Subfield: Whlesale and Retail NQF Level: 2 Credits: 30 Originatr/Develpment Quality Partner (DQP): W&RSETA Originating Prvider/Assessment Quality Partner (AQP): W&RSETA Qualificatin Type: Occupatinal Certificate Registered qualificatins and r learning prgrammes t be replaced: Nne RATIONALE The rle f the Back Office Prcess Cnsultant (Cash Office Clerk), in the Whlesale and Retail sectr, is critical t the functining f a whlesale and retail utlet. This psitin influences the flw f all the relevant back ffice prcesses in a whlesale r retail envirnment. Feedback frm the Whlesale and Retail sectr have identified the psitin f Back Office Prcess Cnsultant (Cash Office Clerk) t be a scarce skill. With regards t annual capturing f ATR/WSP s it became apparent that all the functins pertaining t this rle, culd nt successfully be reprted n, due t the lack f tasks n the OFO. Meaning that s many activities which are being actined n a daily basis culd nt be reprted. Stakehlders agreed, that the qualificatin fr the Back Office Prcess Cnsultant (Cash Office Clerk) will be in line with OFO cde 411102 instead f 523102 as cemented in the cntent f the ccupatinal purpse. There is an immense need t have a qualificatin that nt nly addresses the skill needs f the Back Office Prcess Cnsultant (Cash Office Clerk), but a qualificatin that a Back Office Prcess Cnsultant (Cash Office Clerk) wh wants t learn mre cmplex back ffice prcess tasks. This qualificatin will be great t serve as entry level t btain a Supervisr (wrking in a back ffice) qualificatin which will fit int the career path develpment f learners wh wuld want t embark n attaining this qualificatin. 411102001 Occupatinal Certificate: Back Office Prcess Cnsultant (Cash Office Clerk) (Cash Office Clerk) Page 2 f 10
This qualificatin will further add value t learners wh cmpleted the Cash Office qualificatin prir t ding the Back Office Prcess Cnsultant (Cash Office Clerk) Qualificatin. The industry needs qualified peple wh will be able t sustain their rles as Back Office Prcess Cnsultants (Cash Office Clerk). The need fr this qualificatin is vital and is evident by high staff turn figures in different industries due t the fact that peple emplyed in these rles are nt receiving the crrect skills and cmpetencies t fulfil this rle. The Whlesale & Retail sectr has identified the Back Office Prcess Cnsultant (Cash Office Clerk) Qualificatin as ne critical fr develpment. This has been supprted by stakehlders in the regins thrugh their participatin in the stakehlder frums which are attended mnthly by a variety f whlesale and retail stakehlders. The representative individuals wh wuld benefit frm this qualificatin wuld include the Back Office Prcess Cnsultants in retail r whlesale stres. This qualificatin will nt nly impact n the learners wh cmpletes this qualificatin, but will als impact n sciety and the ecnmy. Whlesale and retail businesses will be able t functin mre effectively with trained staff members wh have the knwledge, skills and wrk experience t perate prductively and effectively, that meets business requirements and reduces lsses due t negligence. Businesses will further benefit with trained peple in a manner that prmtes service excellence. The prcessing f back ffice transactins in rder t balance pint f sale transactins, daily takings and prepare depsits, requisitin and cntrl change, flats and petty cash in rder t fulfil business and custmer requirements, in a whlesale r retail business, represents healthier incme generated by a whlesale r retail business. Skilled emplyees wh are able t increase incme and imprve the image f the business will cntribute t the prfitability f these businesses. This will mean reducing unemplyment levels in the Suth African ecnmy. This qualificatin des nt replace any current full qualificatin. The industry feels that the qualificatin will serve t equip qualifying learners with the fundamental knwledge, skills and attitude necessary t: Cash up and cnslidate multiple tills (Pint f Sale) Depsit takings in a retail envirnment Cntrl flat, change and petty cash 411102001 Occupatinal Certificate: Back Office Prcess Cnsultant (Cash Office Clerk) (Cash Office Clerk) Page 3 f 10
PURPOSE The purpse f this qualificatin is t prepare a learner t perate as a Cash Office Clerk. A Cash Office Clerk prcesses back ffice transactins in rder t balance Pint f Sale transactins, depsit daily takings and prepare depsits, requisitin and cntrl change, flats and petty cash in rder t fulfil business and custmer requirements. A qualified learner will be able t: Cash up and cnslidate multiple tills (Pint f Sale) (P.O.S) Depsit takings in a retail envirnment Cntrl flat and change RULES OF COMBINATION This qualificatin is made up f the fllwing cmpulsry Knwledge and Practical Skill Mdules: Knwledge Mdules: 411102001-KM-01, Cncepts f cashing up, (NQF Level 2), Credits 2 411102001-KM-02, Principles f cashing up, (NQF Level 2), Credits 2 411102001-KM-03, Principles f cnslidating daily takings, (NQF Level 2), Credits 2 411102001-KM-04, Principles f banking, (NQF Level 2), Credits 2 411102001-KM-05, Principles and cncepts f change cntrl, (NQF Level 2), Credits 2 Ttal number f credits fr Knwledge Mdules: 10 Practical Skill Mdules: 411102001- PM-01: Balance tills and recrd takings, (NQF Level 2), Credits 2 411102001- PM-02: Calculate the stre takings, (NQF Level 2), Credits 2 411102001- PM-03: Depsit the day s takings, (NQF Level 2), Credits 2 411102001- PM-04: Cntrl flat, change and petty cash, (NQF Level 2), Credits 2 Ttal number f credits fr Practical Skill Mdules: 8 This qualificatin als requires the fllwing Wrk Experience Mdules: 411102001-WM-01: Prcesses and prcedures fr balancing tills and recrding and reprting shrts and vers, (NQF Level 2), Credits 4 411102001-WM-02: Prcesses and prcedures fr balancing and depsiting takings, (NQF Level 2), Credits 4 411102001-WM-03: Prcesses and prcedures fr cntrlling flat, change cash and petty cash, (NQF Level 2), Credits 4 Ttal number f credits fr Wrk Experience Mdules: 12 411102001 Occupatinal Certificate: Back Office Prcess Cnsultant (Cash Office Clerk) (Cash Office Clerk) Page 4 f 10
ENTRY REQUIREMENTS Literacy and Numeracy skills at NQF Level 2 EXIT LEVEL OUTCOMES AND ASSOCIATED ASSESSMENT CRITERIA Exit Level Outcme 1 Cash up and cnslidate multiple tills (35%) Assciated Assessment Criteria The different payments are cunted and recrded in a way that is accurate and results in multiple tills being cashed up and cnslidated The shrts and vers are recrded in a way that is accurate and the reprting f the shrts and vers results in lsses being minimised The cash t be depsited is secured in a manner that minimise lsses accrding t the relevant plicies and prcedures f the stre Exit Level Outcme 2 Depsit takings (35%) Assciated Assessment Criteria The Bank requirements and prcedures fr depsiting takings are accurately identified and explained in a way that results in accurate depsits The cash t be depsited is prepared in a way that meets general bank requirements The cash depsited is apprpriate t the given scenari Flats are replenished and issued in a way that is apprpriate t the given scenaris. Exit Level Outcme 3 Cntrl flat, change and petty cash (30%) Assciated Assessment Criteria The change is rdered, replenished, secured and is accurate and I accrdance with standard plicies and prcedures The flat, change and petty cash dcumentatin is cmpleted and in accrdance standard perating prcedures and practices The change is recnciled in a way that results in flats being balanced 411102001 Occupatinal Certificate: Back Office Prcess Cnsultant (Cash Office Clerk) (Cash Office Clerk) Page 5 f 10
INTERNATIONAL COMPARABILITY An internet search revealed that there are n internatinal qualificatin precisely matching the Suth African Occupatin Cde: Back Office Prcess Cnsultant (Cash Office Clerk). Cash Office Clerks in a retail and whlesale envirnment all g thrugh structured training prgrammes at the retailer where they wrk. This is als pertaining t Suth African best practices. Hwever, n evidence was pertinent that these training prgrammes riginate frm natinal qualificatin, hwever the develpment f this qualificatin remains a significant need in Suth Africa. In rder t maintain their cmpetitive edge natinal retailers did nt share details f their training prgrammes, but this qualificatin was matched t what they did detail and t jb requirements and jb descriptins prvided frm the said internet search: NATIONAL RETAIL FEDERATION USA, SEATTLE, WA This prfessinal certificatin authenticates knwledge in PRINCIPAL RESPONSIBILITIES with reference t whlesale and retail disciplines, including: Prcess all cash payments received, in pririty rder, n a daily basis at the directin f management. Input all payments efficiently and accurately int recrd keeping system. Maintain and rganize all pertinent back up infrmatin t substantiate payment pstings as necessary. Respnsible fr recnciling any discrepancies fund in balancing at a batch level r at the end f business. Prepare and balance daily bank depsits f cash payments. Review bankruptcy exceptin reprts and curt dckets received frm Lexis Nexis and/r incming mail, cnfirm bankruptcy infrmatin is crrectly input int NCO systems. Perfrm quality cntrl checks n all bankruptcy exceptin reprts r curt dckets accrding t client guidelines and pertinent legislatin. Prepare and prcess written crrespndences including but nt limited t letters, mems, and daily reprts. Prvide prmpt reslutin t custmer inquiries by prviding apprpriate and accurate infrmatin. Prvide administrative supprt t department, including but nt limited t cpying, faxing, and mailing crrespndence. Uphld cmpany plicies and client requirements. 411102001 Occupatinal Certificate: Back Office Prcess Cnsultant (Cash Office Clerk) (Cash Office Clerk) Page 6 f 10
Knwledge, understanding, and cmpliance with all applicable Federal, State, and Lcal laws and regulatins relating t jb duties. Knwledge, understanding, and cmpliance with NCO plicies and prcedures. Fllw up in a timely manner t ensure custmer satisfactin. Prvide feedback t management cncerning pssible prblems r areas f imprvement. Make recmmendatins t implement imprved prcesses. Perfrm ther duties as assigned by management. QUALIFICATIONS: High Schl Diplma r General Educatin Develpment (GED) certificate r equivalent relevant wrk experience desired. 1 year data entry experience required. 2 years data entry/ crprate envirnment experience preferred. Prficient persnal cmputer skills including Micrsft Office. 10-key strke skills. Excellent interpersnal, written, and ral cmmunicatin skills. Ability t maintain the highest level f cnfidentiality. Ability t wrk in a team fstered envirnment. Ability t wrk in a multi-tasked envirnment. Ability t priritize and rganize wrk. Ability t adapt t a flexible schedule. SAFEWAY - CASH OFFICE CLERK (15029) FRONT END SERVICE IN HOUSTON TEXAS UNITED STATES A day in the life f a Custmer Service Bth Manager as a Custmer Service Bth Manager, yu have a desire t wrk with ur valued custmers and prvide first-class custmer service while maintaining rganizatin and emplyee supervisin within the department. T truly be successful in the psitin, the individual will be able t handle multiple custmer requests and switch tasks frequently. In this rle yu are a leader and a prblem slver wh has the ability t pay clse attentin t detail. The pssibilities are endless if yu have a passin fr custmer service. ESSENTIAL JOB FUNCTIONS Prvide high-quality custmer service in accrdance with Safeway s custmer service standards and plicies and prcedures. Train, schedule, and supervise custmer service clerks t ensure ptimum staffing patterns in department. Speak with custmers calmly and prfessinally in rder t address and reslve cmplaints regarding sales, dissatisfactin with service r prducts, and ther prblems that may arise. Perfrm-s daily inventry and rder necessary supplies t maintain adequate inventry 411102001 Occupatinal Certificate: Back Office Prcess Cnsultant (Cash Office Clerk) (Cash Office Clerk) Page 7 f 10
Cnduct full department inventry each mnth in cmpliance with Safeway plicy. Mnitr inter-ffice mail and cmpany website daily fr updated infrmatin. Operate electrnic scanning cash register t ttal custmer s final bill. Receive payment fr custmer purchases. Hnur apprpriate discunts, cupns, etc. fr applicable purchases. Bag small items as needed. Operate machines t sell mney rders, ltt tickets, and transfer funds by wire. May perate cmputer t prvide prper UPS shipping infrmatin. May use cmputer t check custmer s pht finishing status. Prcess custmer returns, sell gift cards & ltt tickets, answer questins & handle ther transactins as needed. Cunts paper currency, cins, credit card receipts and checks, and ttals against print uts fr accuracy. Prepares depsit slips. Cllect cash frm checkers and prvide checkers with smaller bills fr change. Check cntents f cin changer machines and refill as needed. Balance and reset tills using the cash management cmputer system (Veribalance). Obtain apprval frm Check Services when called t a register t handle check declines. Cunt and verify funds in safe and prepare fr pick up by armured carrier. Answer telephne and page emplyees ver intercm. Operate cmputer t input numerical data. Prepare varius statistical reprts using cmputer. Maintain cleanliness f ffice, strage area and assist in maintaining cleanliness f frnt area f stre. Replace stck in display areas near custmer service area as needed. Adhere t unifrm and grming plicy as defined within cmpany plicy. SUPERVISORY RESPONSIBILITIES Custmer Service Clerks JOB QUALIFICATIONS The fllwing describes the general qualificatins and physical, sensry and mental abilities nrmally assciated with perfrming the essential jb functins f this psitin: Ability t fllw cmpany custmer service prcedures. Demnstrated prir custmer service skills r related experience Basic arithmetic skills Ability t use machines fr cunting mney, wire transfer prcessing & lttery Ability t prblem-slve and handle stressful, smetimes cmplex, situatins. Excellent custmer service skills Ability t understand and fllw instructins, and ability t read, retain and cmprehend guidelines, plicies and prcedures applicable t the psitin 411102001 Occupatinal Certificate: Back Office Prcess Cnsultant (Cash Office Clerk) (Cash Office Clerk) Page 8 f 10
Ability t multi-task and wrk in a fast-paced envirnment Ability t wrk independently as well as within a large team Self-mtivated and driven t increase knwledge f Safeway prducts and share that knwledge with Safeway custmers Ability t prvide regular and predictable attendance. (Safeway emplyees may be scheduled t wrk early mrnings, evenings, weekends and hlidays, and schedules may vary n a weekly basis) Ability t cmply with wrkplace cnduct standards Desired: Prir Clerk experience Desired: Prir Management experience This needed Suth African Back Office Prcess Cnsultant (Cash Office Clerk) Qualificatin cvers all the abve aspects f all the abve qualificatins and jb requirements and will allw a qualified learner t qualify fr emplyment in any f these cuntries and fits the needs and requirements f the industry in Suth Africa. INTEGRATED ASSESSMENT Integrated frmative assessment: The skills develpment prvider will use the curriculum t guide them n the stipulated internal assessment criteria and weighting. They will als apply the scpe f practical skills and applied knwledge as stipulated by the internal assessment criteria. This frmative assessment leads t entrance int the integrated external summative assessment. Integrated summative assessment: An external integrated summative assessment, cnducted thrugh the relevant QCTO Assessment Quality Partner is required fr the issuing f this qualificatin. The external integrated summative assessment will fcus n the exit level utcmes and assciated assessment criteria. The external assessment will cnsist f a cmbinatin f a written assessment (paper r n-line) and the assessment f evidence prduced during the wrkplace experience. The evidence prduced during the wrkplace experience will be assessed by an assessr registered with the W&RSETA AQP at an apprved assessment site. The written assessment will be cnducted ver a perid f three (3) hurs at an apprved assessment site. 411102001 Occupatinal Certificate: Back Office Prcess Cnsultant (Cash Office Clerk) (Cash Office Clerk) Page 9 f 10
RECOGNITION OF PRIOR LEARNING RPL fr access t the external integrated summative assessment: Accredited prviders and apprved wrkplaces must apply the internal assessment criteria specified in the related curriculum dcument t establish and cnfirm prir learning. Accredited prviders and wrkplaces must cnfirm prir learning by issuing a statement f result r certifying a wrk experience recrd. RPL fr access t the qualificatin: Accredited prviders and apprved wrkplaces may recgnise prir learning against the relevant access requirements. ARTICULATION Vertical articulatin is pssible t ther qualificatins within the whlesale and retail envirnment relating t the fllwing ccupatins: Retail Stre Manager. Hrizntal articulatin is pssible t ther qualificatins within the whlesale and retail envirnment relating t the fllwing ccupatins: Cash ut Operatr. NOTES Qualifying fr external assessment: In rder t qualify fr an external assessment, learners must prvide prf f cmpletin f all required mdules by means f statements f results and the wrk experience lgbk. Fundatinal learning is applicable at this level. Additinal legal r physical entry requirements: Nne Criteria fr the accreditatin f prviders Accreditatin f prviders will be dne against the criteria as reflected in the relevant curriculum n the QCTO website. The curriculum title and cde is: 411102001 Back Office Prcess Cnsultant (Cash Office Clerk) (Cash Office Clerk) This qualificatin encmpasses the fllwing trades as recrded n the NLRD: Nne Part Qualificatins Nne 411102001 Occupatinal Certificate: Back Office Prcess Cnsultant (Cash Office Clerk) (Cash Office Clerk) Page 10 f 10