Required skills

welldeveloped communication skills to

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

provide customer service and deal sensitively with clients

resolve conflicts

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

research and analysis skills for accessing interpreting and managing information

IT skills for accessing and using appropriate systems and databases and using internet information

numeracy skills to make calculations and interpret and financial reports

literacy skills to

read and interpret documentation from a variety of sources

prepare documentation

record consolidate and file information

administrative and organisational skills including the ability to plan and sequence work

teamwork skills to achieve organisational goals

Required knowledge

relevant State and Territory legislation and regulation relating to

wills

intestacies

probate and administration

trustees

Commonwealth legislation and regulations including

Income Tax Assessment Act

business law for financial institutions including

guidelines and procedures to ensure that legal requirements are met

correct legal terminology and phrases

statutory charges taxes and other fees applicable to financial institutions

legal parameters of the customerfinancial institution relationship

organisational policies and procedures required in the full range of tasks covered

products and services offered by the organisation and fees attached

roles responsibilities and powers of the personal trust officer including

organisational expectations

limitation of personal authority eg not giving investment advice

professional code of conduct in the personal trustee industry including

ethical practices

integrity

professionalism

confidentiality

techniques for contacting key organisational personnel with expertise in specialised areas relating to the personal trustee industry

the types of tests applied to establish a clients capacity to make a valid will

roles of external specialists and accessing resources relevant to requirements in the personal trustee 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

undertake appropriate and relevant tasks associated with preparing a will

provide customer service strategies that allow for customer needs to be assessed and responded to

present factual information in the workplace and in relating to clients and their representatives

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 appropriate legislation and regulations relevant to preparing a will workplace manuals and reference material such as company policy procedural manuals and checklists

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

verbal or written questioning on underpinning knowledge and skills

setting and reviewing simulations or scenarios

accessing and validating third party reports

Guidance information for assessment

Legislative requirements may include:

Relevant information may include:

Factors which may affect the validity of legal matters may include:

An appropriate location may include:

Essential details concerning the client may include:

Statutory requirements may include:

Essential obligations may include: