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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Execute instructions to satisfy client requirements
   • Identify clients adequately, obtain client requirements and confirm instructions are given in good faith
   • Document client instructions promptly and accurately in accordance with organisational policy and guidelines, confidentiality requirements, and with relevant legislation or industry codes of practice
   • Action client instructions with relevant personnel or section in accordance with client requirements, organisational policy and guidelines, confidentiality requirements, and relevant legislation or industry codes of practice
2. Review and monitor implementation of client instructions
   • Review and monitor terms and conditions of agreed options and investment strategies for consistency with client instructions
   • Monitor and review implementation strategies and actions regularly to ensure compliance with client instructions
   • Update clients regularly on the implementation and administration of their agreed investment strategies and instructions to ensure no breaches of agreement or anomalies occur
   • Advise clients of changes to markets, legislative or organisational requirements or guidelines where appropriate
3. Provide additional/after sales service
   • Review client documentation and information periodically to determine areas and extent of additional after sales service that can be provided
   • Use identified marketing strategies to communicate potential additional after sales service to clients
   • Provide defined additional after sales service with client agreement
   • Identify and address areas of client dissatisfaction promptly in a professional and ethical manner, in accordance with organisational policy and guidelines, confidentiality requirements, and relevant legislation or industry codes of practice

Performance Evidence

Evidence of the ability to:

record and implement client instructions accurately in accordance with organisational, industry and legislative requirements

monitor and review implemented strategies against client instructions

provide after sales or additional service.

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

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Knowledge Evidence

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

explain the terms and conditions of financial product services offered by the organisation

explain the application of general sales and marketing techniques to provision of after sales service

describe key requirements of organisational policy and procedures relating to documenting client instructions

describe fraud detection and prevention procedures and practices relevant to implementing client instructions

describe the relevant financial association’s business rules

describe key requirements of relevant financial services industry legislation and codes of practice

describe the relevance of the following to reviewing and monitoring client instructions:

key characteristics of local and international financial markets and investments

current economic climate and outlook to the financial services industry

influence of tax factors on financial services clients.

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