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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Establish relationship with clients
   • Use most appropriate method of communication to establish nature of client enquiry
   • Access client records as required
   • Inform clients of role of organisation
   • Explain to clients the relationship of superannuation organisation to other financial services
   • Explain to clients the role and limits of authority of representative
   • Identify clients with special needs and take appropriate action or make referral
   • Maintain client confidentiality in accordance with organisational procedures, legislation and industry codes of practice
2. Inform clients of superannuation process
   • Explain government regulations and requirements for superannuation to clients
   • Outline processes and options for fund administration to clients
   • Identify features and benefits of different types of funds and explain to clients
3. Explain superannuation products and options offered by organisation or specific fund
   • Outline to clients the features, benefits and implications of products offered by organisation, or specific fund offered by organisation
   • Explain to clients the ancillary benefits, facilities and options available in organisation, or specific fund offered by organisation
   • Explain to clients the fees and charges associated with organisation’s funds or products
   • Discuss procedures for complaint handling and resolution with clients
4. Assist with enquiries
   • Explain conditions associated with being a member of a fund
   • Explain procedure for and implications of membership changes to clients
   • Check client understanding of conditions and procedures
   • Implement client requests for membership changes
5. Identify areas of advice outside authority area
   • Identify limits of authority to provide information to clients using organisational guidelines
   • Identify clients requiring advice outside authority area
   • Identify organisation’s specialist services resources and/or contacts
   • Advise clients to seek specialist services advice to assist with planning-related enquiries and decisions
6. Provide and/or record necessary documentation where required
   • Provide clients with organisation’s information materials according to their information needs
   • Use other organisational information resources to provide product and/or service and/or referral related information to clients if required
   • Create and/or update client records where necessary
   • File client documentation, information and histories in format and location readily accessible to other appropriate personnel

Performance Evidence

Evidence of the ability to:

establish relationship with clients

inform clients of the superannuation process and products, and respond to queries

refer clients to other organisations or service providers outside areas of authority

comply with all record and documentation requirements

comply with role and advisory capacity limits.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

describe the main features of different types of funds

describe the key characteristics and structure of a superannuation product

explain a range of superannuation features and concepts, including:

preservation rules

benefit payments and expenses

rollovers

retirement income stream products and associated risks

investment strategies within superannuation funds

restrictions on investment strategies

franking credits

capital gains tax (CGT) treatment

tax deductions

death benefits processes

outline the structure of superannuation plans management and administration of superannuation products

outline organisational policy and procedures, and complaints handling processes

outline the process for:

dealing with employer and employee contributions

fee structures/administration and management costs

outline key features of relevant legal principles and legislation relating to:

corporations

Australian Securities and Investments Commission (ASIC)

privacy

financial services reform

codes of practice

outline the roles played by intermediaries and issuers

explain the role of the representative.

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