Required skills

welldeveloped communication skills to

establish client financial service requirements using questioning and active listening as required

deal effectively with client complaints

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

research and analysis to access interpret and manage information on client needs and match to products and services

problem solving skills to address client issues

judgement skills for forming recommendations in operational situations

IT skills for accessing and using specialised contact databases client and product information systems and using internet information

welldeveloped literacy skills for

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

drafting reports and maintaining records

learning skills to maintain knowledge of industry products and operating environment

organisational skills including coordinating activities across an organisation monitoring client satisfaction and planning and sequencing work

Required knowledge

financial product sales techniques

organisation policies and procedures for dealing with clients and recording information

quality client service techniques and tools

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

develop an awareness of the clients financial situation and obtain accurate knowledge of the clients risk profile

determine client expectations and requirements with respect to stock or portfolio advice

empathise and build rapport with clients by offering thorough and ongoing assistance with all enquiries and requests for service

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 financial services product information

access to an client contact and information 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

verbal or written questioning on underpinning knowledge and skills

setting and reviewing business simulations or scenarios

evaluating samples of work

accessing and validating third party reports

Guidance information for assessment

Client special needs may include:

Client contact categorisation may include:

Client financial position may include:

Relevant information may include:

Relevant legislation and codes of practice may include:

Organisation policy and guidelines may include:

Client documentation may include: