Application
This unit describes the skills and knowledge required to collect, analyse and review the client service provided by an insurance broking organisation to identify suitable actions. It encompasses investigations, analysis and evaluation about broker performance in implementing the client’s service plan and developing strategies to improve it.
It applies to individuals with well-developed interpersonal, research and analytical skills that are used to develop strategies to improve services.
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.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Establish system to review service performance | 1.1 Determine service parameters to enable performance to be reviewed effectively 1.2 Establish measures of service performance that provide accurate and accessible information on service provision. 1.3 Establish accurate, secure and reliable data recording facilities 1.4 Design and implement suitable monitoring system to record service performance data 1.5 Establish review schedule |
2. Analyse performance data | 2.1 Collate performance data to enable review against planned outcomes to be conducted 2.2 Analyse data to establish whether planned outcomes have been achieved 2.3 Identify variations of performance against planned outcomes |
3. Determine action required | 3.1 Assess variations in performance to determine degree of change required 3.2 Prepare action plan to accommodate changes 3.3 Implement procedures to determine effectiveness of any changes implemented |
Evidence of Performance
Evidence of the ability to:
apply high level analysis, decision making and auditing to ensure service performance is in line with desired outcomes
conduct timely performance reviews and spot checks against service performance indicators
analyse service results, and report and recommend appropriate actions
implement procedures and determine effectiveness.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
provide examples of approaches used for continuous improvement in client service
outline the key performance indicators and key result areas for client servicing
explain the application of marketing principles and practice in developing strategies for client servicing
outline forecasting related to the client servicing aspects of the organisational budget
outline the impact of underwriting guidelines and authorities on organisational policy and procedures related to client servicing
explain responsibility taken for compliance requirements by brokers undertaking client servicing.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the insurance broking field of work and include access to:
common office equipment, technology, software and consumables
organisational records
organisational policy and procedures.
Assessors must satisfy NVR/AQTF assessor requirement.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.4, 2.1-2.3, 3.1 | Organises, interprets and critiques material from a range of sources and identifies relevant and key information |
Writing | 2.1, 3.1 | Generates accurate documents using appropriate terminology and clear and concise language |
Numeracy | 2.1-2.3, 3.1 | Analyses both qualitative and quantitative data and performs accurate mathematical calculations to achieve required outcomes |
Get the work done | 1.1-1.3, 2.1-2.3, 3.1-3.2 | Plans, organises, implements and reviews strategies to manage client service provision Evaluates effectiveness of strategies to inform decisions on how to implement improvements Uses digital technologies to access, enter and store information required to complete work tasks |
Sectors
Insurance broking