Application
This unit describes the skills and knowledge required to collect and analyse client information, use it as the basis for determining the level of contact required and monitor and maintain the quality of the service provided.
It applies to individuals who may use a range of specialised and managerial techniques to plan, monitor and review their work in any sector of the financial services industry.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Determine client needs | 1.1 Collect comprehensive information on clients using appropriate means and in compliance with guidelines 1.2 Review records regularly to ensure information is current and maintain complete records of risks assessed and action taken 1.3 Monitor effectiveness of guidelines and adjust as required |
2. Establish communication with clients | 2.1 Apply service guidelines to determine level of client contact required 2.2 Formalise communication where interests of organisation and client need to be protected 2.3 Establish regular communication within guidelines and based on client needs |
3. Identify and review information | 3.1 Identify and gather categories of information relevant to service provided 3.2 Monitor business environment to identify need to amend information services, and establish mechanisms to select and filter information efficiently 3.3 Determine and maintain information relevant to client requirements on an ongoing basis |
Evidence of Performance
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.
Evidence of Knowledge
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.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
common office equipment and consumables
an integrated financial software system and data.
Assessors must satisfy NVR/AQTF assessor requirements.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1-1.3, 2.1, 3.1- 3.3 | Identifies and interprets information from a range of sources and assesses it for compliance and relevance Monitors and reviews information on a regular basis for accuracy and for its effectiveness in meeting client and organisational needs |
Writing | 1.1, 1.2, 1.3, 2.2, 2.3, 3.2 | Uses a range of text types to accurately document and convey logically structured, relevant information |
Oral Communication | 1.1, 2.2, 3.3 | Clearly explains detailed information using language, tone and pace appropriate to audience Initiates effective spoken interactions using appropriate listening and questioning techniques to establish and identify client needs |
Navigate the world of work | 1.1, 1.3, 2.1, 2.3 | Observes compliance requirements in relation to client requirements |
Interact with others | 1.1, 2.2, 2.3, 3.3 | Selects and uses appropriate conventions and protocols when communicating with clients to build rapport, seek clarification or share information |
Get the work done | 1.1-1.3, 2.1, 2.3, 3.1-3.3 | Accepts responsibility for planning, prioritising and sequencing tasks and workload Monitors and reviews client information systems and processes to inform decisions about the need for modifications or improvements Uses problem-solving processes to address client monitoring issues Uses digital technologies and tools to access, store and share information |
Sectors
Customer service