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. Establish a system to review service performance

1.1. Service parameters are reviewed to enable performance to be assessed effectively

1.2. Measures of service performance are established which provide accurate and accessible information on service provision

1.3. Service performance data is regularly obtained, analysed and reviewed

2. Analyse performance data

2.1. Performance data is collated to enable a review against planned outcomes to be conducted

2.2. Analysis is conducted to establish whether planned outcomes have been achieved

2.3. Variations of performance against planned outcomes are identified

3. Determine action required

3.1. Variations in performance are assessed to determine the degree of change required

3.2. Procedures are implemented to determine effectiveness of any changes implemented

Required skills

highly developed communication skills to:

negotiate with clients and others

meet a client's personal needs and to present complex information

seek assistance and expert advice

determine and confirm information, using questioning and active listening techniques

liaise with others, share information, listen and understand

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 and write reports

maintain currency of industry products and services knowledge

participate in ongoing formal and informal learning

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

budgeting requirements and practice

industry market position relative to product/line of business

information technology and communications systems

organisation policy and procedures and industry compliance requirements

relevant common law, legal systems and procedures

underwriting guidelines and authorities

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:

apply high level analysis and 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.