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

FNSSUP504 Mapping and Delivery Guide
Provide advanced customer service to superannuation clients

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSSUP504 - Provide advanced customer service to superannuation clients
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to liaise with clients and respond to specific enquiries about membership, superannuation procedure options and products offered by the organisation.It applies to individuals who build relationships and use specialised industry knowledge to respond to enquiries and assist clients with complex needs and requirements.Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the superannuation field of work and include access to:

common office equipment, technology, software and consumables

organisational financial records

organisational policy and procedures.

Assessors must satisfy NVR/AQTF assessor requirements.
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: 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
       
Element: 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
       
Element: 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
       
Element: 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
       
Element: 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
       
Element: 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
       


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish relationship with clients

1.1 Use most appropriate method of communication to establish nature of client enquiry

1.2 Access client records as required

1.3 Inform clients of role of organisation

1.4 Explain to clients the relationship of superannuation organisation to other financial services

1.5 Explain to clients the role and limits of authority of representative

1.6 Identify clients with special needs and take appropriate action or make referral

1.7 Maintain client confidentiality in accordance with organisational procedures, legislation and industry codes of practice

2. Inform clients of superannuation process

2.1 Explain government regulations and requirements for superannuation to clients

2.2 Outline processes and options for fund administration to clients

2.3 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

3.1 Outline to clients the features, benefits and implications of products offered by organisation, or specific fund offered by organisation

3.2 Explain to clients the ancillary benefits, facilities and options available in organisation, or specific fund offered by organisation

3.3 Explain to clients the fees and charges associated with organisation’s funds or products

3.4 Discuss procedures for complaint handling and resolution with clients

4. Assist with enquiries

4.1 Explain conditions associated with being a member of a fund

4.2 Explain procedure for and implications of membership changes to clients

4.3 Check client understanding of conditions and procedures

4.4 Implement client requests for membership changes

5. Identify areas of advice outside authority area

5.1 Identify limits of authority to provide information to clients using organisational guidelines

5.2 Identify clients requiring advice outside authority area

5.3 Identify organisation’s specialist services resources and/or contacts

5.4 Advise clients to seek specialist services advice to assist with planning-related enquiries and decisions

6. Provide and/or record necessary documentation where required

6.1 Provide clients with organisation’s information materials according to their information needs

6.2 Use other organisational information resources to provide product and/or service and/or referral related information to clients if required

6.3 Create and/or update client records where necessary

6.4 File client documentation, information and histories in format and location readily accessible to other appropriate personnel

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.

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.

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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Establish relationship with clients

1.1 Use most appropriate method of communication to establish nature of client enquiry

1.2 Access client records as required

1.3 Inform clients of role of organisation

1.4 Explain to clients the relationship of superannuation organisation to other financial services

1.5 Explain to clients the role and limits of authority of representative

1.6 Identify clients with special needs and take appropriate action or make referral

1.7 Maintain client confidentiality in accordance with organisational procedures, legislation and industry codes of practice

2. Inform clients of superannuation process

2.1 Explain government regulations and requirements for superannuation to clients

2.2 Outline processes and options for fund administration to clients

2.3 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

3.1 Outline to clients the features, benefits and implications of products offered by organisation, or specific fund offered by organisation

3.2 Explain to clients the ancillary benefits, facilities and options available in organisation, or specific fund offered by organisation

3.3 Explain to clients the fees and charges associated with organisation’s funds or products

3.4 Discuss procedures for complaint handling and resolution with clients

4. Assist with enquiries

4.1 Explain conditions associated with being a member of a fund

4.2 Explain procedure for and implications of membership changes to clients

4.3 Check client understanding of conditions and procedures

4.4 Implement client requests for membership changes

5. Identify areas of advice outside authority area

5.1 Identify limits of authority to provide information to clients using organisational guidelines

5.2 Identify clients requiring advice outside authority area

5.3 Identify organisation’s specialist services resources and/or contacts

5.4 Advise clients to seek specialist services advice to assist with planning-related enquiries and decisions

6. Provide and/or record necessary documentation where required

6.1 Provide clients with organisation’s information materials according to their information needs

6.2 Use other organisational information resources to provide product and/or service and/or referral related information to clients if required

6.3 Create and/or update client records where necessary

6.4 File client documentation, information and histories in format and location readily accessible to other appropriate personnel

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
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 
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 
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 
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 
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 
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 

Forms

Assessment Cover Sheet

FNSSUP504 - Provide advanced customer service to superannuation clients
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

FNSSUP504 - Provide advanced customer service to superannuation clients

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: