Employability Skill

Industry/enterprise requirements for this qualification include:

Communication

building trust and a rapport with clients

developing and writing reports to specifications

interpreting client requirements and tailoring products or services to meet their needs

preparing and presenting correspondence in appropriate electronic formats

reading and evaluating documents such as claims assessment documentation, policy documents and operational reports

the ability to negotiate solutions with clients and colleagues

using effective telephone techniques

using excellent customer service skills and maintaining an ongoing relationship with clients

Teamwork

coaching and mentoring staff to reach minimum customer service standards

contributing to team cohesion and developing team plans

managing workplace relationships including counselling staff as required

monitoring performance and conducting performance appraisals

negotiating and agreeing with staff on performance standards

providing feedback, support and encouragement to team members

Problem-solving

checking the accuracy of calculations

collecting, comparing and contrasting data

comparing products and services in order to offer clients different options

determining the viability of new opportunities

identifying OHS hazards and risk control

resolving poor performance issues within scope of responsibility

using problem solving tools and techniques

working proactively with management to resolve workplace issues

Initiative and enterprise

applying referral skills

applying the learning of ergonomics to develop improved processes

building and implementing reward and recognition strategies for customer loyalty

continually reviewing and applying emerging industry trends to product and services knowledge

exploiting business opportunities

identifying and investigating risk as it relates to new business

Planning and organising

contributing to the planning process by researching and validating information

maintaining systems, records and reporting procedures

planning for the business including establishing KPIs and monitoring staff performance

planning work considering resources, time and other constraints

using organisational skills to locate information on statutory and legislative requirements

Self-management

acting as a role model for others

talking to management about concerns within own level of responsibility

understanding and acting upon compliance matters

working ethically and complying with all industry codes of practice and legislative requirements

Learning

developing and monitoring an organisational training plan and individual training plans

encouraging continuous education and professional development

facilitating internal and external training

identifying and documenting training needs for ongoing compliance

seeking specialist financial advice on behalf of clients as required

Technology

conducting effective web searches

operating computers and using word processing, spreadsheet and database skills to produce workplace documentation

using business technology to access, organise and monitor information

using corporate software templates

using research data devices and telecommunication devices and equipment