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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. Establish system to review broking service performance
   • Determine service parameters for performance review
   • Establish measures of performance for service provision
   • Establish data recording methods
   • Design and implement monitoring system and record service performance data according to organisational policies and procedures
   • Establish review schedule
2. Review broking performance data
   • Collate performance data according to planned outcomes
   • Analyse data and establish achievement of planned outcomes
   • Identify variations of performance against planned outcomes
3. Determine action required
   • Assess variations in performance and determine degree of required change
   • Prepare and record action plan to accommodate changes once implemented, according to organisational policies and procedures
   • Implement procedures to effectiveness of changes

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

review performance of service provided by an insurance broking organisation on at least three different occasions, and on each occasion analyse service results and develop an action plan to address required changes.

In the course of the above, the candidate must:

apply high level analysis, decision making, and review skills to confirm that service performance is in line with desired outcomes

review performance and conduct spot checks against service performance indicators.

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Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

compliance requirements for brokers undertaking client servicing

organisational policies and procedures relating to reviewing insurance broking service performance

underwriting guidelines and authorities and their impact on organisational policies and procedures relating to client servicing

good practice and continuous improvement approaches in client service provided by insurance broking organisations

key performance indicators and key result areas for client servicing

marketing principles and practices in developing action plans for client servicing.

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