Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

FNSIBK301A Mapping and Delivery Guide
Provide insurance broking services in response to a customer enquiry

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSIBK301A - Provide insurance broking services in response to a customer enquiry
Description This unit describes the performance outcomes, skills and knowledge required to respond to customer requests for insurance broking products or services in person or via other communication methods.This unit is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements including legislation administered by the Australian Securities and Investments Commission (ASIC).
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to job roles such as brokerage personnel involved in providing insurance quotations or dealing with a claims enquiry or consumer compliant. It may be the forerunner of the provision of general or personal advice to both new and existing retail and wholesale broking clients and may be applied within organisations of various sizes and across a range of customer bases.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Assess the nature of enquiry
  • The nature of the enquiry is clarified and all details obtained
  • A decision on whether dealing with the enquiry is within the scope ofresponsibility or authority area or must be referred to an appropriate other person within the brokerage is made
  • A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed
  • If the enquiry can be answered directly, a response in accordance with organisational procedures is provided
  • If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up
  • Customer details are obtained
       
Element: Research the information relevant to the enquiry
  • Sources of information are identified so that an appropriate response can be provided within authority levels
  • Information is obtained, organised and analysed to provide an accurate and satisfactory response
       
Element: Determine a suitable response to the enquiry
  • Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe
  • Response is comprehensive, clear and delivered in the most appropriate format (oral, written) and within the agreed upon timeframe
       
Element: Communicate information to the customer
  • Written or oral responses are given in clear, simple, and easy-to-understand language
  • Customer is treated courteously and an ongoing relationship is encouraged
  • Any further queries from the customer are attended to promptly
  • Checks and/or follow-up are undertaken to ensure that the response satisfies the customer's needs
       
Element: Update relevant records
  • Information on the nature and frequency of enquiries is collected for evaluation
  • Details of the enquiry are recorded as required by organisational procedures
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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:

provide responses to a range of enquiries that satisfy customer needs and achieve the organisation outcomes

consider and adapt to any special needs of customers, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the 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 organisation records

access to organisational policies and procedures.

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

accessing and validating third party reports

setting and reviewing workplace projects and business simulations or scenarios.

Guidance information for assessment

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to:

determine and confirm information, using questioning and active listening techniques

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

perform calculations related to achieving required outcomes

use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes

access and update records electronically

access webbased information services

literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information

research and analysis skills for accessing and interpreting relevant information

organisational skills, including the ability to plan and sequence work

Required knowledge

conflict resolution processes

customer service processes

dispute resolution processes

financial strategies and solutions suitable for customer situations and profiles

organisation policy, procedures and requirements

privacy and confidentiality legislation and requirements

product/policy terms and conditions

relevant industry legislation and codes of practice

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Nature of the enquiry may include:

claim against a policy

complaint

enquiry about ongoing use of an insurance product or broking service

initial enquiry about insurance product or broking service

quotation for insurance.

Scope of responsibility or authority area may include:

job description or accountability area

training accreditation of the individual to provide general or personal general or life insurance product advice under ASIC regulations.

Customer details may include:

claims history

details of insurances held

name, address and contact details

policy number.

Sources of information may include:

organisation records

organisation policy and procedures manuals

policy wordings

relevant legislation

surveys or risk management reports.

Response may include:

dealing with confidential information

general information on insurance products and services

general or personal advice on risk exposures and insurance program.

Appropriate format may include:

demographic and cultural details

language including use of insurance jargon

modes of communication.

Checks and/or follow-up may include:

follow-up phone call, email or letter

verbal approval from customer.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
The nature of the enquiry is clarified and all details obtained 
A decision on whether dealing with the enquiry is within the scope ofresponsibility or authority area or must be referred to an appropriate other person within the brokerage is made 
A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed 
If the enquiry can be answered directly, a response in accordance with organisational procedures is provided 
If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up 
Customer details are obtained 
Sources of information are identified so that an appropriate response can be provided within authority levels 
Information is obtained, organised and analysed to provide an accurate and satisfactory response 
Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe 
Response is comprehensive, clear and delivered in the most appropriate format (oral, written) and within the agreed upon timeframe 
Written or oral responses are given in clear, simple, and easy-to-understand language 
Customer is treated courteously and an ongoing relationship is encouraged 
Any further queries from the customer are attended to promptly 
Checks and/or follow-up are undertaken to ensure that the response satisfies the customer's needs 
Information on the nature and frequency of enquiries is collected for evaluation 
Details of the enquiry are recorded as required by organisational procedures 

Forms

Assessment Cover Sheet

FNSIBK301A - Provide insurance broking services in response to a customer enquiry
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

FNSIBK301A - Provide insurance broking services in response to a customer enquiry

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: