Required skills

welldeveloped communication skills to

establish key relationships with clients and ascertain their service needs using questioning and active listening as required

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

administrative skills to maintain the currency and accuracy of documents held including application forms customer advice records customer information brochures and ensuring the quality of the record keeping system and compliance with regulatory requirements

numeracy and IT skills for

maintaining client records to meet the requirements of codes of practice

accessing and using appropriate software such as spreadsheets and databases

using internet information

welldeveloped literacy skills to read write edit and proofread documents to ensure clarity of meaning accuracy and consistency of information

selfmanagement skills for complying with ethical legal and procedural requirements

learning skills to maintain knowledge of changes to legislation and requirements

organisational and time management skills to sequence tasks meet timelines and arrange meetings

Required knowledge

relevant industry legislation and regulations

personal and other factors that may affect the clients needs

relevant industry codes of practice

principles and techniques of effective communication

principles and techniques of negotiation

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

maintain and use comprehensive knowledge of the financial services industry industry regulations codes of practice products and services provided by an organisation

use high level communication interpersonal negotiation sales and marketing skills

apply strategic planning and performance monitoring

recognise 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

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

Key relationships definition will vary from organisation to organisation but will generally include one or more of the following:

Changing market conditions may include:

Client profiles may include:

Appropriate training may include:

Administrative and research arrangements may include:

Legislative and regulatory requirements may include:

Procedures for representatives to report may include:

Key Performance Indicators (KPIs) may include: