Elements and Performance Criteria
- Establish client relationship and record client details
- Establish nature of client enquiry using suitable communication methods
- Access client records or record new client details in organisational system
- Explain to client role of organisation, and role and limits of authority of the representative
- Identify clients with special needs and take necessary action or refer to appropriate advice channel where required
- Provide client with general information about income stream options
- Explain income stream products to client and the main differences and availability of account-based and non-account based income streams
- Outline the general processes behind setting up an income stream product to client
- Communicate process to move from accumulation phase to pension drawdown phase to client
- Explain basic investment concepts to client
- Identify the impact of a client’s investment choices on their account-based income stream
- Provide client with options and refer to applicable specialist if they request personal advice
- Explain retirement income stream products and options to client
- Provide information, organisational materials and guidance relating to retirement income products offered by the organisation
- Inform the client of ancillary benefits, facilities and options available when taking out an income stream product
- Explain fees and charges associated with the organisation’s income stream products to client
- Identify risk and benefits of income stream products available from the organisation and explain to client
- Discuss procedures for complaint handling and resolution with client
- Assist with client product enquiries
- Provide assistance with enquiries relating to retirement income stream products according to legislative and regulatory requirements
- Provide assistance with enquiries relating to requests for membership changes if purchasing an income stream from the client’s existing superannuation fund
- Access applicable sources of information to respond accurately to client enquiries
- Explain calculation process of pension payments with consideration given to social security, Centrelink and Department of Veterans’ Affairs (DVA) benefits
- Provide information to clients who receive reversionary pensions and explain how nominations are made by the client
- Check client understanding of information provided according to organisational policies and procedures and in compliance with legislative requirements
- Provide follow-up services relating to client enquiries, as required and according to organisational policies and procedures