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Evidence Guide: FNSSUP504 - Provide advanced customer service to superannuation clients

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

FNSSUP504 - Provide advanced customer service to superannuation clients

What evidence can you provide to prove your understanding of each of the following citeria?

Establish relationship with clients

  1. Use most appropriate method of communication to establish nature of client enquiry
  2. Access client records as required
  3. Inform clients of role of organisation
  4. Explain to clients the relationship of superannuation organisation to other financial services
  5. Explain to clients the role and limits of authority of representative
  6. Identify clients with special needs and take appropriate action or make referral
  7. Maintain client confidentiality in accordance with organisational procedures, legislation and industry codes of practice
Use most appropriate method of communication to establish nature of client enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access client records as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform clients of role of organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain to clients the relationship of superannuation organisation to other financial services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain to clients the role and limits of authority of representative

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify clients with special needs and take appropriate action or make referral

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain client confidentiality in accordance with organisational procedures, legislation and industry codes of practice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform clients of superannuation process

  1. Explain government regulations and requirements for superannuation to clients
  2. Outline processes and options for fund administration to clients
  3. Identify features and benefits of different types of funds and explain to clients
Explain government regulations and requirements for superannuation to clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Outline processes and options for fund administration to clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify features and benefits of different types of funds and explain to clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain superannuation products and options offered by organisation or specific fund

  1. Outline to clients the features, benefits and implications of products offered by organisation, or specific fund offered by organisation
  2. Explain to clients the ancillary benefits, facilities and options available in organisation, or specific fund offered by organisation
  3. Explain to clients the fees and charges associated with organisation’s funds or products
  4. Discuss procedures for complaint handling and resolution with clients
Outline to clients the features, benefits and implications of products offered by organisation, or specific fund offered by organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain to clients the ancillary benefits, facilities and options available in organisation, or specific fund offered by organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain to clients the fees and charges associated with organisation’s funds or products

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss procedures for complaint handling and resolution with clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist with enquiries

  1. Explain conditions associated with being a member of a fund
  2. Explain procedure for and implications of membership changes to clients
  3. Check client understanding of conditions and procedures
  4. Implement client requests for membership changes
Explain conditions associated with being a member of a fund

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain procedure for and implications of membership changes to clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check client understanding of conditions and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement client requests for membership changes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify areas of advice outside authority area

  1. Identify limits of authority to provide information to clients using organisational guidelines
  2. Identify clients requiring advice outside authority area
  3. Identify organisation’s specialist services resources and/or contacts
  4. Advise clients to seek specialist services advice to assist with planning-related enquiries and decisions
Identify limits of authority to provide information to clients using organisational guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify clients requiring advice outside authority area

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify organisation’s specialist services resources and/or contacts

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise clients to seek specialist services advice to assist with planning-related enquiries and decisions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide and/or record necessary documentation where required

  1. Provide clients with organisation’s information materials according to their information needs
  2. Use other organisational information resources to provide product and/or service and/or referral related information to clients if required
  3. Create and/or update client records where necessary
  4. File client documentation, information and histories in format and location readily accessible to other appropriate personnel
Provide clients with organisation’s information materials according to their information needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use other organisational information resources to provide product and/or service and/or referral related information to clients if required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create and/or update client records where necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

File client documentation, information and histories in format and location readily accessible to other appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish relationship with clients

1.1 Use most appropriate method of communication to establish nature of client enquiry

1.2 Access client records as required

1.3 Inform clients of role of organisation

1.4 Explain to clients the relationship of superannuation organisation to other financial services

1.5 Explain to clients the role and limits of authority of representative

1.6 Identify clients with special needs and take appropriate action or make referral

1.7 Maintain client confidentiality in accordance with organisational procedures, legislation and industry codes of practice

2. Inform clients of superannuation process

2.1 Explain government regulations and requirements for superannuation to clients

2.2 Outline processes and options for fund administration to clients

2.3 Identify features and benefits of different types of funds and explain to clients

3. Explain superannuation products and options offered by organisation or specific fund

3.1 Outline to clients the features, benefits and implications of products offered by organisation, or specific fund offered by organisation

3.2 Explain to clients the ancillary benefits, facilities and options available in organisation, or specific fund offered by organisation

3.3 Explain to clients the fees and charges associated with organisation’s funds or products

3.4 Discuss procedures for complaint handling and resolution with clients

4. Assist with enquiries

4.1 Explain conditions associated with being a member of a fund

4.2 Explain procedure for and implications of membership changes to clients

4.3 Check client understanding of conditions and procedures

4.4 Implement client requests for membership changes

5. Identify areas of advice outside authority area

5.1 Identify limits of authority to provide information to clients using organisational guidelines

5.2 Identify clients requiring advice outside authority area

5.3 Identify organisation’s specialist services resources and/or contacts

5.4 Advise clients to seek specialist services advice to assist with planning-related enquiries and decisions

6. Provide and/or record necessary documentation where required

6.1 Provide clients with organisation’s information materials according to their information needs

6.2 Use other organisational information resources to provide product and/or service and/or referral related information to clients if required

6.3 Create and/or update client records where necessary

6.4 File client documentation, information and histories in format and location readily accessible to other appropriate personnel

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish relationship with clients

1.1 Use most appropriate method of communication to establish nature of client enquiry

1.2 Access client records as required

1.3 Inform clients of role of organisation

1.4 Explain to clients the relationship of superannuation organisation to other financial services

1.5 Explain to clients the role and limits of authority of representative

1.6 Identify clients with special needs and take appropriate action or make referral

1.7 Maintain client confidentiality in accordance with organisational procedures, legislation and industry codes of practice

2. Inform clients of superannuation process

2.1 Explain government regulations and requirements for superannuation to clients

2.2 Outline processes and options for fund administration to clients

2.3 Identify features and benefits of different types of funds and explain to clients

3. Explain superannuation products and options offered by organisation or specific fund

3.1 Outline to clients the features, benefits and implications of products offered by organisation, or specific fund offered by organisation

3.2 Explain to clients the ancillary benefits, facilities and options available in organisation, or specific fund offered by organisation

3.3 Explain to clients the fees and charges associated with organisation’s funds or products

3.4 Discuss procedures for complaint handling and resolution with clients

4. Assist with enquiries

4.1 Explain conditions associated with being a member of a fund

4.2 Explain procedure for and implications of membership changes to clients

4.3 Check client understanding of conditions and procedures

4.4 Implement client requests for membership changes

5. Identify areas of advice outside authority area

5.1 Identify limits of authority to provide information to clients using organisational guidelines

5.2 Identify clients requiring advice outside authority area

5.3 Identify organisation’s specialist services resources and/or contacts

5.4 Advise clients to seek specialist services advice to assist with planning-related enquiries and decisions

6. Provide and/or record necessary documentation where required

6.1 Provide clients with organisation’s information materials according to their information needs

6.2 Use other organisational information resources to provide product and/or service and/or referral related information to clients if required

6.3 Create and/or update client records where necessary

6.4 File client documentation, information and histories in format and location readily accessible to other appropriate personnel

Evidence of the ability to:

establish relationship with clients

inform clients of the superannuation process and products, and respond to queries

refer clients to other organisations or service providers outside areas of authority

comply with all record and documentation requirements

comply with role and advisory capacity limits.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe the main features of different types of funds

describe the key characteristics and structure of a superannuation product

explain a range of superannuation features and concepts, including:

preservation rules

benefit payments and expenses

rollovers

retirement income stream products and associated risks

investment strategies within superannuation funds

restrictions on investment strategies

franking credits

capital gains tax (CGT) treatment

tax deductions

death benefits processes

outline the structure of superannuation plans management and administration of superannuation products

outline organisational policy and procedures, and complaints handling processes

outline the process for:

dealing with employer and employee contributions

fee structures/administration and management costs

outline key features of relevant legal principles and legislation relating to:

corporations

Australian Securities and Investments Commission (ASIC)

privacy

financial services reform

codes of practice

outline the roles played by intermediaries and issuers

explain the role of the representative.