Application
This unit describes the skills and knowledge required to receive applications for complex superannuation benefit payment or insurance claims, and ensure correct funds are allocated to members. Conditions would include claims for death, total and permanent disability (TPD), income protection, terminal illness payment and situations of severe financial hardship.
It applies to individuals who use specialised industry knowledge and analytical skills to evaluate and process complex information and data following defined procedures.
Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.
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. Receive applications for benefit payment and/or insurance claims | 1.1 Identify benefit types to determine appropriate steps for processing benefit 1.2 Acknowledge and receipt applications for superannuation benefit payment and/or insurance claim received via post or electronic means 1.3 Document receipt according to organisational procedures 1.4 Check applications and/or claims and organisational documents to ensure information is complete and correct 1.5 Check applications for eligibility 1.6 Verify signature on application with original documents |
2. Identify and manage application and/or claim errors | 2.1 Identify errors and incomplete applications and/or claims 2.2 Action incomplete or incorrect applications and/or claims according to organisational requirements 2.3 Prepare applications and/or claims for processing when required information is obtained |
3. Assess and process applications for benefits and insurance claims | 3.1 Check applications against conditions identified in trust deed and organisational procedures 3.2 Source additional information as required from relevant personnel 3.3 Check trust deed for defined beneficiaries and communicate with possible beneficiaries as necessary 3.4 Calculate benefit to include additional fees, charges and/or other factors, using computer system 3.5 Check information, including taxation and calculation results for integrity 3.6 Issue rollover documentation to members, Australian Taxation Office (ATO) and rollover funds, as required 3.7 Process application in accordance with conditions identified in trust deed, relevant legislation and organisational procedures 3.8 Pay benefit following organisational procedures if there is no objection from possible beneficiaries |
4. Provide member communications | 4.1 Provide statements and claim correspondence according to organisational guidelines and compliance requirements 4.2 Document processes and outcomes of application and/or claim in member files 4.3 Provide instruction for complaints to members as required 4.4 Maintain positive relations with clients |
Evidence of Performance
Evidence of the ability to:
process complex superannuation or insurance claims in accordance with conditions contained in the trust deed and organisational requirements
manage applications and claim errors
identify, source and interpret required information to process benefits for lump sum payments, death claims and disablement claims
calculate payments including taxation requirements as required
assess and determine benefit entitlements for death and disablement claims using computer programs.
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 the key features of organisational policy, objectives and procedures relating to processing complex superannuation benefit or insurance claims
identify features and differences between payment types
describe documentation requirements for processing death and disability payments
outline the steps and procedures for:
assessing claims and calculating and processing payments
monitoring pension and annuity payments
outline the taxation requirements for:
death
deductions for payments
income protection
total and permanent disablement benefits
terminal illness benefit
financial hardship payment.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the superannuation field of work and include access to:
common office equipment, technology, software and consumables
organisational financial records
organisational policy and procedures.
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. 1.4-1.6, 2.1, 3.1, 3.3, 3.6 | Analyses and consolidates complex information and data from a range of sources against defined criteria and eligibility requirements Thoroughly checks information and data for accuracy, completeness and authenticity |
Writing | 1.2, 1.3, 3.2, 3.3, 4.1-4.4 | Accurately records information and data using correct spelling and terminology Prepares organisational documents and correspondence using language and concepts appropriate for the audience |
Oral Communication | 3.2, 3.3, 4.3, 4.4 | Participates effectively in verbal exchanges, using active listening and questioning, to share, convey and clarify information with a range of people |
Numeracy | 2.1, 2.3, 3.1, 3.4-3.8 | Performs mathematical calculations to analyse complex financial data and requirements, and to process payments and calculate taxation |
Navigate the world of work | 1.3, 2.2, 3.1, 3.6, 3.7, 4.1 | Takes personal responsibility for following explicit and implicit policies, procedures and legislative requirements Identifies and acts on issues that contravene relevant policies, procedures and legal requirements |
Interact with others | 3.2, 3.3, 4.3, 4.4 | Cooperates with others and contributes to work practices where joint outcomes are expected and deadlines are to be met Uses a range of strategies and reads verbal and non-verbal signals to establish a sense of connection and build rapport with clients and workmates |
Get the work done | 1.1, 1.4, 1.5, 2.1-2.3, 3.1-3.8 | Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes Accepts responsibility for addressing less predictable problems and initiates standard procedures in response, applying problem-solving processes in determining a solution Makes routine decisions and implements standard procedures for routine tasks, using formal decision-making processes for more complex and non-routine situations Uses a range of digitally based technologies to enter, access or update information to achieve required outcomes |
Sectors
Superannuation