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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Determine client needs
   • Collect comprehensive information on clients using appropriate means and in compliance with guidelines
   • Review records regularly to ensure information is current and maintain complete records of risks assessed and action taken
   • Monitor effectiveness of guidelines and adjust as required
2. Establish communication with clients
   • Apply service guidelines to determine level of client contact required
   • Formalise communication where interests of organisation and client need to be protected
   • Establish regular communication within guidelines and based on client needs
3. Identify and review information
   • Identify and gather categories of information relevant to service provided
   • Monitor business environment to identify need to amend information services, and establish mechanisms to select and filter information efficiently
   • Determine and maintain information relevant to client requirements on an ongoing basis

Performance Evidence

Evidence of the ability to:

apply a systematic approach to collecting and analysing client information and data

review and monitor client records and data to determine client contact required and monitor risk

contact clients regularly using effective communication skills and channels, considering any special requirements and/or business needs

monitor effectiveness of organisational guidelines.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

describe financial services industry developments and trends relevant to client needs and the business

describe key features of industry compliance requirements for client services

describe the industry market position relative to the product and line of business

explain key requirements of organisational or industry policy regarding client information management and communication

explain organisational policy and procedures regarding client information management and communication.

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