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

FNSIBK507A Mapping and Delivery Guide
Review broking client service performance

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSIBK507A - Review broking client service performance
Description This unit describes the performance outcomes, skills and knowledge required to collect and analyse data to monitor and improve client service in order to build and maintain relationships with broking clients. It encompasses investigation, analysis and evaluation about the broker's performance in implementing the client's service plan and developing strategies to improve it.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 insurance broking roles 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: Collect customer service performance information
  • Service performance data for the broking client is obtained, according to service plan timetable
  • Performance data is collated and reviewed against planned outcomes
       
Element: Analyse performance data and report outcomes
  • Variations of performance against planned outcomes are identified and reasons established
  • Information on how the brokerage service plan compares with competition and best practice is analysed and evaluated
       
Element: Determine action required
  • Required changes to aspects of customer service plan are identified
       
Element: Implement action plan
  • Strategies to respond to changes in customer service needs are incorporated in customer service plan and implemented
  • Measures to establish if changes have been effective are implemented
       


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:

perform high level analysis and effective decision making

conduct timely performance reviews

analyse service results and recommend appropriate actions.

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

evaluating samples of work

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

well-developed communication skills to:

determine and confirm information, using questioning and active listening techniques

liaise with others, share information, listen and understand

write clear and accurate reports

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 web-based information services

well-developed 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

interpersonal skills

organisational skills, including the ability to plan and sequence work

auditing skills

data analysis and interpretation skills

Required knowledge

organisation policies and procedures

industry compliance requirements

industry market position relative to product/line of business

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.

Service performance data may include:

claims rejected

client feedback

client files

complaints

cost

outstanding claims

portfolio results

premium collection

profitability

program lapses

records

renewal rate

response times.

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
Service performance data for the broking client is obtained, according to service plan timetable 
Performance data is collated and reviewed against planned outcomes 
Variations of performance against planned outcomes are identified and reasons established 
Information on how the brokerage service plan compares with competition and best practice is analysed and evaluated 
Required changes to aspects of customer service plan are identified 
Strategies to respond to changes in customer service needs are incorporated in customer service plan and implemented 
Measures to establish if changes have been effective are implemented 

Forms

Assessment Cover Sheet

FNSIBK507A - Review broking client service performance
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

FNSIBK507A - Review broking client service performance

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: