This unit requires the application of specific brokerage service standards, usually every 3 to 6 months, to monitor changes not only in the client's risk situation but also in insurance products and markets that may negatively and positively impact the client. These protocols include researching client data to determine the level of broker-client contact and monitoring required. The unit may be applied within organisations of various sizes and across a range of customer bases. |
ELEMENT | PERFORMANCE CRITERIA |
1. Establish communication protocols with client | 1.1. Brokerage service guidelines are applied to determine level of client contact required 1.2. Communication format is formalised between client and broker 1.3. Effectiveness of protocols is monitored, assessed and adjusted as required |
2. Identify and review information | 2.1. Information relevant to client requirements is determined 2.2. Mechanisms to select and filter information in an efficient manner are established |
3. Review client's business needs | 3.1. External environment is monitored and analysed against client program to monitor major change to level of risk exposure 3.2. Client records are regularly reviewed to ensure information is current 3.3. Comprehensive information on client is collected and reviewed in compliance with broking service protocols 3.4. Comprehensive records are maintained of risks assessed and action taken |
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Required skills |
communication skills to: determine and confirm information, using questioning and active listening techniques liaise with others, share information, listen and understand use language and concepts appropriate to cultural differences numeracy and IT skills to: perform calculations related to achieving required outcomes use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes access and update records electronically access web-based information services literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information research and analysis skills for accessing and interpreting relevant information effective interpersonal skills organisational skills, including the ability to plan and sequence work attention to detail in monitoring situations monitoring methods research methods negotiation skills administration methods |
Required knowledge |
common law, legal systems and procedures organisation or industry policy wording organisation policy and procedures industry compliance requirements industry developments and trends industry market position relative to product/line of business |
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. | |
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the ability to: apply a systematic, methodological approach to monitoring situations in the context of product market developments and industry trends pay close attention to detail in terms of personal needs and specifications of clients. |
Context of and specific resources for assessment | Assessment must ensure: competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment access to and the use of a range of common office equipment, technology, software and consumables access to organisation records access to organisational policies and procedures. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit: evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency observing processes and procedures in workplaces verbal or written questioning on underpinning knowledge and skills evaluating samples of work accessing and validating third party reports setting and reviewing workplace projects and business simulations or scenarios. |
Guidance information for assessment | |
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. | |
Level of client contact may vary: | annually daily monthly weekly. |
Communication can be through: | client bulletin facsimile letter personal contact telephone. |
Records may include: | case files minutes of meetings notes videos. |
Information on client may be obtained by: | attending regular meetings monitoring client advice reviewing press clippings and media items. |
Unit sector | Insurance broking |
Implement changes to broking client's insurance program | ||
This unit contains employability skills. |
Not applicable.