Required skills

communication skills to

determine and confirm work requirements using questioning and active listening as required

seek help if required

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to

undertake basic financial calculations

access and use appropriate software such as word processors spreadsheets and databases

access and useinternet information

literacy skills to

read and interpret documentation from a variety of sources and record gather and consolidate basic financial information

draft basic documentation

teamwork skills to work effectively and cooperatively with others

planning and organising skills to implement environmental and energy efficiency policies and procedures relevant to own work area

organisational skills including the ability to plan and sequence work

learning skills to maintain knowledge of changes to organisation and industry operational requirements ethical behaviours and expectations

Required knowledge

ethical principles that apply to work in the financial services industry

industry and organisation policies and procedures

questioning and listening techniques

relevant environmental and resource efficiency systems and procedures for own work area

relevant knowledge of industry codes of practice

relevant legislation and statutory requirements that impact on the industry including occupational health and safety OHS and sustainable work practices

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

apply broad understanding of the relevant financial industry and the way it operates to work to be carried out

access interpret and comply with organisation policy and procedures

communicate effectively with others and act as an effective team member

use proprietary and industry specific software effectively in daytoday activities

interpret and comply with relevant workplace legislation and codes of practice

perform work within a quality customer service environment

work in a safe and environmentally sustainable manner

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 industry and organisational policy procedures and codes of practice 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

setting and reviewing business simulations or scenarios

evaluating samples of work

accessing and validating third party reports

Guidance information for assessment

Guidelines, procedures, legislation and codes of practice may include:

Environmentally sustainable work practices include:

Appropriate personnel may include:

Organisation policy, guidelines, and procedures may include:

Organisation philosophy, values and objectives may include:

Verbal communication may include:

Standards may include:

Safety procedures may include:

Designated persons may include:

Risk is:

Proprietary or organisational software may include

Support to team members may include: