Elements and Performance Criteria
- Classify service requests
- Customer's enquiry is received and acknowledged to enable delivery of service in accordance with organisation operating procedures and legislative requirements
- Customer information is gathered to enable appropriate action to be taken
- Appropriate action is taken upon first contact and records are updated according to organisation procedures and legislative requirements
- Customer is advised on action taken in a timely manner, in the appropriate form and style and in an unambiguous way
- Check application form for completion
- Conduct environmental scan
- Appropriate sources of further information are identified to enable the efficient collection of further data
- Confidentiality of the parties involved from which further information is obtained is protected
- All further information is obtained within specified timeframes
- Information is assessed to determine predominant activity
- Any issues are clarified with the client
- Industry classification is assigned
- Enter data into system to calculate premium
- Information is accurately cross-checked to verify input data
- Information is clearly and accurately recorded on register following organisation procedures and within legislative requirements
- Policy information is sent to relevant parties within timeframes to comply with legislation and organisation communication procedures