Required skills

highly developed communication skills to

determine and analyse organisational marketing and client services using questioning and active listening as required

liaise with peers staff and external service providers share information listen and understand

use language and concepts appropriate to cultural differences

highly developed research skills for

accessing and managing complex information from a wide variety of sources

interpreting complex data

coordinating multiple tasks across an organisation

highly developed literacy skills to read and interpret documentation from a variety of sources and produce high quality reports and organisational guidelines

IT skills for accessing and using appropriate software such as word processors spreadsheets and databases and using internet information

management skills for working effectively in a constantly changing environment

interpersonal skills to establish rapport with peers staff and clients

highly developed judgement skills for forming recommendations in senior organisational situations

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

welldeveloped problem solving skills to identify marketing strategies and client services that have the potential to impact on the practice and to develop options to resolve any issues if they arise

selfmanagement skills for complying with ethical legal and procedural requirements

learning skills to maintain knowledge of changes to compliance legislation and best practice management techniques

teamwork skills

high level project management skills

Required knowledge

financial practice administrative processes and systems

financial products their characteristics and risk profile

financial practice professional services

marketing and advertising principles techniques and tools

office IT systems and software

relevant acts regulations and codes of practice impacting on the financial service industry

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

identify and address factors which may affect the marketing and performance of client services and assess risks and benefits associated with using a range of products and services within a practice

review suppliers and establish and maintain the required level of service

evaluate business systems against practice requirements and make recommendations

apply costbenefit analyses 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 relevant legislation regulations and codes of practice

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 workplace projects and business simulationsscenarios

evaluating samples of work

accessing and validating third party reports

Guidance information for assessment

Marketing tools (that may be impacted by regulation) include:

Suppliers include:

Supplier terms of appointment can be:

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

Service standards may include:

Methods of communication may include: