Elements and Performance Criteria
- Discuss and confirm with client arrangements for ongoing service
- Prepare ongoing service options for presentation to client and recommend most appropriate option
- Ensure prepared options include provision for best practice in ongoing service delivery in terms of frequency of contact, quality and thoroughness of assessment against performance targets in financial plan
- Clearly define and agree on areas and targets to be reviewed and allocation of responsibilities
- Agree on ongoing standard of service with client, including quality parameters, reporting frequency and arrangements for reviews and client initiated changes
- Explain and confirm fees and charges for ongoing service with client, including costs of service needs outside requirements of agreement
- Ensure agreement for ongoing service is signed by client
- Establish procedures for providing ongoing service
- Identify and brief personnel to implement each action in ongoing service arrangements
- Identify and follow internal and external documentation requirements
- Diarise key revision dates and establish client contact arrangements
- Develop procedures for client to request unscheduled reviews
- Establish monitoring procedures for critical timings and priorities
- Undertake and/or supervise monitoring of financial plan
- Establish arrangements for monitoring ongoing performance of financial plan
- Monitor quality of ongoing client service
- Ensure representative provides quality ongoing service that meets industry best practice, and organisational and regulatory requirements
- Ensure representative issues instructions to internal and external personnel as per plan requirements
- Check and follow up lodgement of documentation to ensure plan timings are met
- Ensure representative obtains fees and charges, and processes according to organisational and legislative requirements
- Establish clear arrangements for client to contact representative at any time with concerns and queries
- Establish long-term professional relationship with client