QUALIFICATION SUMMARY

Employability Skill

Industry/enterprise requirements for this qualification include:

Communication

conducting research to collect and analyse information and present in report form

having the ability to question, clarify and evaluate information

investigating and negotiating to resolve disputes

liaising with internal and external personnel with an ability to 'read' verbal and non-verbal body language

using a range of techniques and sales skills to elicit feedback from customers

using specialist language in written and oral communication

writing in a range of styles to suit different audiences

Teamwork

receiving feedback on performance

referring matters to nominated person as required

working as a member of a team and applying knowledge of one's own role to achieve team goals

Problem Solving

collecting, comparing and contrasting data in order to create reports

investigating skills to provide information to assist with the determination of entitlements for persons where estates are to be finalised

using problem solving tools and techniques to balance and reconcile amounts

Initiative and Enterprise

contributing to solutions to workplace challenges

contributing to the designing and preparation of reports to effectively present workplace information

identifying cross-selling opportunities

Planning and Organising

contributing to the planning process by researching and validating information relating to estates

planning work considering resources, time and other constraints

processing routine documents and maintaining files, managing information, and scheduling and coordinating competing tasks

undertaking contingency planning and risk management to meet client needs within area of responsibility

Self-management

managing own time and priorities and dealing with contingencies

operating within codes of ethics, codes of professional conduct, legislation and regulations

taking responsibility as required by work role and ensuring all organisational policies and procedures are followed

Learning

acquiring and applying knowledge of services and organisational policies and procedures

asking questions to clarify instructions

seeking advice on technical issues

using on-line help and manuals to solve basic technology problems

Technology

using electronic communication devices and processes such as internet, software packages and email, to produce written correspondence and reports

using technology to assist the management of information and to assist the planning process