Required skills

welldeveloped 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

welldeveloped 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 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

Information may include:

Appropriate means to obtain client information may include:

Records may include:

Communication can be through

Regular communication may vary: