Elements and Performance Criteria
- Discuss and confirm with client arrangements for ongoing service
- Ongoing service options are prepared for presentation to client and most appropriate option recommended
- Prepared options include provision for best practice in ongoing service delivery in terms of frequency of contact, quality and thoroughness of assessment against performance targets in the financial plan
- Areas and targets to be reviewed and allocation of responsibilities are clearly defined and agreed upon
- Ongoing standard of service is agreed with client including quality parameters, reporting frequency and arrangements for reviews and client initiated changes
- Fees and charges for ongoing service are explained and confirmed with client including the costs of service needs outside the requirements of the agreement
- An agreement for ongoing service is signed by the client
- Establish procedures for providing ongoing service
- Personnel to implement each action in the ongoing service arrangements are identified and briefed
- Internal and external documentation requirements are identified and followed
- Key revision dates are diarised and client contact arrangements are established
- Procedures for client to request unscheduled reviews are made
- Monitoring procedures are established for critical timings and priorities
- Undertake and/or supervise monitoring of financial plan
- Arrangements are established for monitoring ongoing performance of the financial plan
- Arrangements are made for monitoring quality of ongoing client service
- Representative ensures quality of ongoing service meets industry best practice and organisation and regulatory requirements
- Representative ensures instructions are issued to internal and external personnel as per plan requirements
- Checks and follow-ups are made on lodgement of documentation to ensure plan timings are met
- Representative ensures fees and charges are obtained and processed according to organisation and legislative requirements
- Clear arrangements are established for client to contact representative at any time with concerns/queries
- Establish long-term professional relationship with client