Required skills

welldeveloped communication skills to

establish client financial service requirements 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 information on client instructions and match to products and services

problem solving skills to address client needs

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 client reports and recording instructions

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

characteristics of local and international financial markets and investments

current economic climate and outlook

financial product service terms and conditions

fraud detection and prevention procedures and practises

general sales and marketing techniques

organisation policy procedures and requirements

relevant financial associations business rules

relevant financial services industry legislation and codes of practice

tax factors impacting on financial services clients

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

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

monitor and review implemented strategies against client instructions and provide after sales 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 a client 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

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

Guidance information for assessment

Clients may include:

Instructions given are in good faith may include:

Client instructions should include:

Documentation may include:

Additional after sales service may include:

Organisation policy and guidelines may include:

Relevant legislation or industry codes of practice may include