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Elements and Performance Criteria

1. Work within industry guidelines, procedures and legislation
   • Apply guidelines, procedures, legislation and codes of practice to financial services industry and determine effects on everyday work
   • Recognise and follow workplace procedures and instructions for environmentally sustainable work practices, and suggest any potential improvements to appropriate personnel
   • Carry out work tasks in accordance with specific organisational policy, guidelines and procedures
   • Undertake work tasks to meet organisation’s philosophy, values and objectives in relation to customer service, professional practice and ethical principles
   • Seek assistance from appropriate personnel to clarify application of guidelines, procedures and legislation, where necessary
2. Communicate in the workplace
   • Use effective listening and speaking skills in verbal communications
   • Respond to instructions or enquiries promptly and in accordance with organisational requirements
   • Ensure presentation of written information meets organisational standards of style, format and accuracy in line with financial services industry
   • Use communication to develop and maintain positive relationships, mutual trust and confidence
3. Work safely
   • Follow established safety procedures when conducting work
   • Identify designated persons to report queries and concerns about safety in the workplace
   • Take action to eliminate workplace hazards or reduce risk
   • Follow organisational procedures when responding to emergency incidents
4. Use workplace technology
   • Access relevant information management systems and databases according to organisational procedures
   • Use proprietary or organisational software effectively to develop workplace documents, input and extract data, and make calculations
5. Work in a team environment
   • Provide support to team members to ensure work group goals are met
   • Contribute constructively to work group goals and tasks
   • Share information relevant to work with group to ensure designated goals are met
   • Share opportunities for improvement of group activity with work group members

Performance Evidence

Evidence of the ability to:

access, interpret and comply with organisational policy and procedures

communicate effectively with others and act as an effective team member

use proprietary and industry-specific software effectively in day-to-day activities

accurately interpret and comply with relevant workplace legislation and codes of practice used in the financial services industry

effectively perform work within a quality customer service environment

follow workplace health and safety (WHS) and environmentally sustainable workplace practices.

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:

explain the key features of the financial services industry and the way it operates

explain the ethical principles that apply when working in the financial services industry

explain key features of organisational policy and procedures, and work practices

describe effective questioning and listening techniques

describe approaches to environmental and resource efficiency, and relevant procedures for own work area

identify key features of industry codes of practice and relevant legislation and statutory requirements that impact on the industry, including WHS and sustainable work practices

identify proprietary and/or organisational software that can be used to develop workplace documents, input and extract data, and make calculations.

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