Application
This unit describes the skills and knowledge required to establish processes and systems to service clients within the life distribution stream. It encompasses establishing or reviewing marketing, client services and supplier relationships to achieve service support requirements.
It applies to individuals who use specialised knowledge and organisational skills to provide support for strategic organisational activity.
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. Provide marketing services | 1.1 Identify marketing support for defined markets and distribution channels in accordance with distribution plan 1.2 Develop marketing tools that meet regulatory requirements and make available within budget and timelines |
2. Provide administrative and ancillary services | 2.1 Determine administration and ancillary services against provisions of distribution plan 2.2 Develop and introduce processes to service clients 2.3 Deliver services within timelines and budget, and according to distribution plan 2.4 Reassess service needs in light of usage and budget |
3. Provide client services | 3.1 Determine services which will meet client expectations and are within enterprise policy and philosophy 3.2 Deliver services within timeframe and budget 3.3 Establish key performance indicators (KPIs) to measure client service 3.4 Ensure services meet industry legislative requirements 3.5 Document service standards in prescribed format and communicate to all stakeholders |
Evidence of Performance
Evidence of the ability to:
interpret and comply with organisational policy and guidelines, industry codes of practice, and relevant legislation and regulations
establish and/or review marketing messages and monitor against performance
develop marketing tools
establish and/or review client services and supplier relationships to attain service requirements as per distribution plan
develop key performance indicators to monitor and measure performance of the services provided to life insurance clients.
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:
outline key administrative and ancillary processes to service clients
identify and describe key features of advertising and marketing relating to insurance life distribution
identify and describe key features of organisational systems and documentation requirements
identify and describe key features of services with respect to:
insurance contracts
insurance principles
underwriting
identify and describe key relevant legislation, regulations and codes of practice
outline opportunities and strategies for maintaining and updating knowledge of available products and services.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the insurance life distribution 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 requirements.
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 | 1.1, 2.1, 3.1 | Interprets, reviews and consolidates key information from a variety of sources against specific criteria to determine needs and required actions |
Writing | 1.2, 2.2, 3.3, 3.5 | Produces logically structured documentation using clear language and concepts, and uses correct organisational formats |
Oral Communication | 3.5 | Participates in verbal exchanges using active listening and questioning skills when dealing with a range of personnel |
Numeracy | 1.2, 2.3, 2.4, 3.2, 3.3 | Performs calculations to interpret and monitor financial information relating to budgets |
Navigate the world of work | 1.1, 2.1, 2.3, 3.1, 3.3, 3.4 | Takes a lead role in the development of organisational goals, roles and responsibilities Takes full responsibility for ensuring compliance with organisational policy and protocols, and legislative requirements Ensures knowledge of legislation and regulations relevant to role is accurate, comprehensive and current |
Interact with others | 3.5 | Selects and uses appropriate conventions and protocols to gain and provide information relevant to service standards |
Get the work done | 1.1, 1.2, 2.1, 2.2, 2.3, 2.4, 3.1-3.3, 3.5 | Plans, organises, implements and reviews systems and processes to provide services that meet organisational requirements Makes high impact decisions in a complex and diverse environment, systematically analysing information from a range of sources Evaluates effectiveness of systems and processes to inform decisions on how to implement improvements Uses the main features and functions of digital tools to complete work tasks and access information |
Sectors
Insurance life distribution