Assessor Resource

FNSCUS502A
Monitor client requirements

Assessment tool

Version 1.0
Issue Date: May 2024


This unit may apply to job roles in any sector of the financial services industry.

This unit describes the performance outcomes, skills and knowledge required to collect and analyse client information and use it as the basis for determining the level of contact required and to monitor and maintain the quality of the service provided.

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

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

Employability Skills

This unit contains employability skills.



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.

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, methodical 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

consider and adapt to any special needs of clients, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the financial services 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 an integrated financial software system and data.

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 or role plays

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports.

Guidance information for assessment

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.

Required skills

well-developed communication skills to:

determine client needs, using questioning and active listening as required

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

research and analysis to access, interpret and manage client information

problem solving skills to address client monitoring issues

judgement skills for forming recommendations in operational situations

IT skills for accessing and using specialised contact databases and using internet information

well-developed literacy skills for:

reading and interpreting documentation from a variety of sources and recording, gathering and consolidating information

drafting information for clients

learning skills to maintain knowledge of industry products and operating environment

organisational skills, including monitoring client information and planning and sequencing work

Required knowledge

financial services industry developments and trends

industry compliance requirements

industry market position relative to product and line of business

organisation or industry policy wording

organisation policy and procedures

relevant common law, legal systems and procedures

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.

Information may include:

nature of the relationship with the business

personal data

products or services provided to the client.

Appropriate means to obtain client information may include:

attending regular meetings

monitoring client advice

reviewing press clippings and media items.

Records may include:

case files

minutes of meetings

notes

videos.

Communication can be through

client bulletin

email

facsimile

letter

personal contact

telephone.

Regular communication may vary:

annually

daily

monthly

weekly.

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
Comprehensive information on clients is collected by appropriate means and reviewed in compliance with guidelines and comprehensive records maintained of risks assessed and action taken 
Records are regularly reviewed to ensure information is current 
Effectiveness of guidelines is monitored and adjusted as required 
Service guidelines are applied to determine level of client contact required 
Communication is formalised where the interests of the organisation and client need to be protected and focused on an ongoing review of client requirements 
Regular communication is established within guidelines and based on client needs 
Categories of information relevant to service provided are identified and gathered 
Business environment is monitored to identify the need to amend information services, and mechanisms to select and filter information in an efficient manner are established 
Information relevant to client requirements is determined and maintained on an ongoing basis 

Forms

Assessment Cover Sheet

FNSCUS502A - Monitor client requirements
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

FNSCUS502A - Monitor client requirements

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: