This unit applies to insurance broking roles and may be applied within organisations of various sizes and across a range of customer bases.

ELEMENT

PERFORMANCE CRITERIA

1. Collect customer service performance information

1.1. Service performance data for the broking client is obtained, according to service plan timetable

1.2. Performance data is collated and reviewed against planned outcomes

2. Analyse performance data and report outcomes

2.1. Variations of performance against planned outcomes are identified and reasons established

2.2. Information on how the brokerage service plan compares with competition and best practice is analysed and evaluated

3. Determine action required

3.1. Required changes to aspects of customer service plan are identified

4. Implement action plan

4.1. Strategies to respond to changes in customer service needs are incorporated in customer service plan and implemented

4.2. Measures to establish if changes have been effective are implemented

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 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

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.

Unit sector

Insurance broking

This unit contains employability skills.