Elements and Performance Criteria

Element

Performance Criteria

1

Obtain details of customer and nature of enquiry

1.1

The nature of the enquiry is clarified and all details obtained

1.2

A decision on whether the enquiry is within the scope of responsibility or authority area is confirmed

1.3

A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed

1.4

If the enquiry can be answered directly, a response in accordance with organisational procedures is provided

1.5

If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up

1.6

Customer details are obtained

2

Research the information relevant to the enquiry

2.1

Sources of information are identified so that an appropriate response can be provided within authority levels

2.2

Information is obtained, organised and analysed to provide an accurate and satisfactory response

3

Determine a suitable response to the enquiry

3.1

Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe

3.2

Response is comprehensive, clear and delivered in the most appropriate form (oral, written) and within the agreed upon timeframe

4

Communicate information to the customer

4.1

Written or oral responses are given in clear, simple, and easy to understand language

4.2

Customer is treated courteously and an ongoing relationship is encouraged

4.3

Any further queries from the customer are attended to promptly

4.4

Checks and/or follow-up are undertaken to ensure that the response satisfies the customer's needs

5

Update relevant records

5.1

Information on the nature and frequency of enquiries is collected for evaluation

5.2

Details of the enquiry are recorded as required by organisational procedures

REQUIRED KNOWLEDGE&SKILLS

Knowledge requirements include:

company policy, procedures and requirements

financial strategies and solutions suitable for customer situations and profiles

product/policy terms and conditions

relevant legislation and industry

dispute resolution process

conflict resolution process

customer service process

privacy and confidentiality legislation and requirements

Skills requirements include:

interpersonal

listening

letter writing

analysis of data

using telephone or computer technology, especially databases to record customer enquiries, information and response

EVIDENCE GUIDE

Assessment of performance requirements in the unit should be undertaken in an industry context. The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competency for the unit. Competency is demonstrated by performance of all stated criteria including the Range Statement applicable to the workplace.

Overview of assessment requirements

To achieve competency in this unit, a person must be able to demonstrate:

responses to a range of enquiries that satisfy the customer's needs and achieve the company outcomes

consideration of, and adaptation to, any special needs of customers, including cultural, language, race, religion, ethnic origin, socio-economic status and demographic needs

Critical aspects of evidence

Evidence required for demonstration of consistent performance:

Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/assessment relationship to other units:

This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.

Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

Assessment requirements

Method of assessment:

For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.

Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment:

This unit may be assessed in the workplace or in a simulated environment.

Resources required for assessment:

Assessment of this unit of competence requires access to some record keeping process and/or technology.

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that will affect performance.

The following variables 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. If bold italicised text is shown in Performance Criteria, details of the text are provided in the Range Statement.

Scope of responsibility or authority area may include:

job description or accountability area

in accordance with PS 146 - training of financial product advisers

relevant legislation

Nature of the enquiry may include:

initial enquiry about a product or service

enquiry about ongoing use of a product or services

complaint about an error

request for new product or service

claim against a policy

Customer details may include:

name, address and contact details

financial details

policy/plan number

employer

account number

Sources of information may include:

company records

credit reference organisation

past history with the organisation or other organisations

organisations policy and procedures manuals

legislation

Checks and/or follow-up may include:

follow-up phone call, email or letter

verbal approval from customer

Consideration should be paid to customers special needs which may include:

culture

language

race

religion

ethnic origin

socio-economic status

age, sex