Required skills

welldeveloped communication skills to

gather information and data by consulting with stakeholders using questioning and active listening as required

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

highly developed research and analysis skills for accessing and managing complex information and assessing and planning management and governance requirements

welldeveloped literacy skills for interpreting and analysing complex documentation and producing management reports and clear and concise organisational guidelines

welldeveloped numeracy skills to accurately analyse record and store data in accordance with organisational requirements

IT skills for accessing and using appropriate information system software spreadsheets and databases and using internet information

problem solving skills to identify any issues that have the potential to impact on organisational management and client service and to develop options to resolve these issues when they arise

organisational skills including the ability to plan and sequence work

Required knowledge

administrative processes and systems

documentation systems including registry and library processes

financial industry product knowledge

human resources procedures

marketing and advertising techniques and tools

office IT systems and software

relevant Acts regulations and codes of practice

risk management strategies

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

interpret and comply with relevant legislation and regulations

establish strategies for delivery of client service

test and assess the integrity of information systems

identify and address factors which may affect client service performance

assess risks and benefits associated with using a range of products and services

apply costbenefit analysis to systems and procedures

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 an financial information systems 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

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

Organisations may include:

Relevant legislation and regulations may include:

Administrative procedures may include:

Client service may be pre, point of, or post sale and may include: