This unit describes the skills and knowledge required to collect and analyse data in relation to a client service, and review the broking service provided by insurance broking organisations to identify suitable actions. It includes investigating, analysing and evaluating broker performance in implementing client’s service plans and developing improvement strategies.

The unit applies to those who provide broking assistance using well-developed research, analytical and administrative skills. Individuals may work in small or large brokerage organisations dealing with retail and/or commercial clients.

Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Users are advised to check with the relevant state and territory regulatory authorities to confirm those requirements.

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

review performance of service provided by an insurance broking organisation on at least three different occasions, and on each occasion analyse service results and develop an action plan to address required changes.

In the course of the above, the candidate must:

apply high level analysis, decision making, and review skills to confirm that service performance is in line with desired outcomes

review performance and conduct spot checks against service performance indicators.

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

compliance requirements for brokers undertaking client servicing

organisational policies and procedures relating to reviewing insurance broking service performance

underwriting guidelines and authorities and their impact on organisational policies and procedures relating to client servicing

good practice and continuous improvement approaches in client service provided by insurance broking organisations

key performance indicators and key result areas for client servicing

marketing principles and practices in developing action plans for client servicing.

Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.

This includes access to:

organisational equipment, technology, software and consumables

organisational policies and procedures, documentation and records.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.

Insurance broking