Assessor Resource

FNSCUS402
Resolve disputes

Assessment tool

Version 1.0
Issue Date: May 2024


This unit describes the skills and knowledge required to investigate, negotiate and resolve disputes between financial services customers and organisations.

It applies to individuals in any sector of the financial services industry who work with others as part of a formal internal dispute resolution process.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Establish that dispute exists

1.1 Identify all information relating to original problem and clarify grounds for dispute

1.2 Contact all parties to identify and clarify disputed issues and confirm that customer has a legitimate dispute, or that initial complaint has not already been settled to customer’s satisfaction

1.3 Ensure that organisational operating procedures have been followed and all information relevant to dispute resolution process is provided to customer

1.4 Obtain additional information from relevant parties as required and manage information exchange appropriately

1.5 Inform customer of organisation’s obligations, procedures and timeframes where existence of genuine dispute is established

2. Investigate dispute and determine action to be taken

2.1 Collect all information from prior dealings with customer and undertake further investigations if necessary

2.2 Inform customer of progress and advise of any delays

2.3 Determine resolution action with consideration of facts, legislation, organisational policy and procedures and industry codes of practice, and inform appropriate personnel of action to be taken

3. Negotiate and resolve dispute

3.1 Inform customer of decision, including reasons if appropriate, and negotiate with claimant or representative if required

3.2 Resolve dispute effectively and in a timely manner, aiming to reduce need for litigation or formal conciliation services

3.3 Respect rights of customer in all dispute settlement procedures and refer any unresolved disputes to formal conciliation services

4. Finalise dispute

4.1 Record dispute resolution process outcomes and advise all parties affected by the decision clearly and promptly on the outcome and their rights to review of the decision

4.2 Prepare relevant documentation for unresolved disputes which have been referred to formal conciliation services according to legislation, regulations and codes of practice

4.3 Act on decisions of external dispute resolution as required

4.4 Complete all documentation in accordance with legislation and organisational procedures

Evidence of the ability to:

identify, investigate and obtain all relevant information relating to the dispute

apply dispute resolution and negotiation techniques effectively

settle disputes in the financial services industry in line with organisational policy and procedures, and relevant industry and legislative requirements.

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:

outline the possible grounds for dispute

explain current industry compliance requirements and dispute settling procedures and requirements

describe current organisational policy and procedures

identify and explain key requirements of legislation relevant to dispute resolution

explain effective negotiation principles and dispute resolution practices

outline the role and process for referring disputes to formal conciliation.

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, technology, software and consumables

financial services product information

information about workplace disputes.

Assessors must satisfy NVR/AQTF assessor requirements.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Establish that dispute exists

1.1 Identify all information relating to original problem and clarify grounds for dispute

1.2 Contact all parties to identify and clarify disputed issues and confirm that customer has a legitimate dispute, or that initial complaint has not already been settled to customer’s satisfaction

1.3 Ensure that organisational operating procedures have been followed and all information relevant to dispute resolution process is provided to customer

1.4 Obtain additional information from relevant parties as required and manage information exchange appropriately

1.5 Inform customer of organisation’s obligations, procedures and timeframes where existence of genuine dispute is established

2. Investigate dispute and determine action to be taken

2.1 Collect all information from prior dealings with customer and undertake further investigations if necessary

2.2 Inform customer of progress and advise of any delays

2.3 Determine resolution action with consideration of facts, legislation, organisational policy and procedures and industry codes of practice, and inform appropriate personnel of action to be taken

3. Negotiate and resolve dispute

3.1 Inform customer of decision, including reasons if appropriate, and negotiate with claimant or representative if required

3.2 Resolve dispute effectively and in a timely manner, aiming to reduce need for litigation or formal conciliation services

3.3 Respect rights of customer in all dispute settlement procedures and refer any unresolved disputes to formal conciliation services

4. Finalise dispute

4.1 Record dispute resolution process outcomes and advise all parties affected by the decision clearly and promptly on the outcome and their rights to review of the decision

4.2 Prepare relevant documentation for unresolved disputes which have been referred to formal conciliation services according to legislation, regulations and codes of practice

4.3 Act on decisions of external dispute resolution as required

4.4 Complete all documentation in accordance with legislation and organisational procedures

Evidence of the ability to:

identify, investigate and obtain all relevant information relating to the dispute

apply dispute resolution and negotiation techniques effectively

settle disputes in the financial services industry in line with organisational policy and procedures, and relevant industry and legislative requirements.

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:

outline the possible grounds for dispute

explain current industry compliance requirements and dispute settling procedures and requirements

describe current organisational policy and procedures

identify and explain key requirements of legislation relevant to dispute resolution

explain effective negotiation principles and dispute resolution practices

outline the role and process for referring disputes to formal conciliation.

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, technology, software and consumables

financial services product information

information about workplace disputes.

Assessors must satisfy NVR/AQTF assessor requirements.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify all information relating to original problem and clarify grounds for dispute 
Contact all parties to identify and clarify disputed issues and confirm that customer has a legitimate dispute, or that initial complaint has not already been settled to customer’s satisfaction 
Ensure that organisational operating procedures have been followed and all information relevant to dispute resolution process is provided to customer 
Obtain additional information from relevant parties as required and manage information exchange appropriately 
Inform customer of organisation’s obligations, procedures and timeframes where existence of genuine dispute is established 
Collect all information from prior dealings with customer and undertake further investigations if necessary 
Inform customer of progress and advise of any delays 
Determine resolution action with consideration of facts, legislation, organisational policy and procedures and industry codes of practice, and inform appropriate personnel of action to be taken 
Inform customer of decision, including reasons if appropriate, and negotiate with claimant or representative if required 
Resolve dispute effectively and in a timely manner, aiming to reduce need for litigation or formal conciliation services 
Respect rights of customer in all dispute settlement procedures and refer any unresolved disputes to formal conciliation services 
Record dispute resolution process outcomes and advise all parties affected by the decision clearly and promptly on the outcome and their rights to review of the decision 
Prepare relevant documentation for unresolved disputes which have been referred to formal conciliation services according to legislation, regulations and codes of practice 
Act on decisions of external dispute resolution as required 
Complete all documentation in accordance with legislation and organisational procedures 

Forms

Assessment Cover Sheet

FNSCUS402 - Resolve disputes
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

FNSCUS402 - Resolve disputes

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: