ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify nature of enquiry

1.1 Establish rapport with client and determine reason for enquiry to allow suitable response

1.2 Determine needs of client by questioning

1.3 Check to see whether enquiry is within personal authorities or should be referred to appropriate personnel

2. Determine suitability of client for financial product or service

2.1 Identify products and/or services that might satisfy client needs

2.2 Obtain all information required to determine eligibility of client for product or service, with predetermined risk assessment criteria applied in accordance with product or service requirements

2.3 Prepare business proposal in compliance with legislation, regulations and codes of practice and personal authorities, and refer to appropriate personnel for further action if business proposal is outside defined guidelines

3. Provide client with information about product or service

3.1 Present business proposal to client and supply all product information

3.2 Discuss client queries, clarify proposal and make follow-up arrangements if required

4. Confirm sale and process documentation

4.1 Confirm suitability of product and price with client and obtain agreement to proceed with sale

4.2 Issue documentation in accordance with organisational policy and procedures

4.3 Process payment details without delay and update record systems promptly and accurately

Skill

Performance Criteria

Description

Reading

1.3, 2.1, 2.2

Analyses a range of textual information from a variety of sources to identify key details and risks, and to make judgements and recommendations

Writing

1.1, 2.2, 2.3, 3.2, 4.1, 4.2, 4.3

Develops material in correct format for a specific audience using clear and detailed language to convey accurate and customised information

Records outcomes of communications using specific language, grammar and punctuation to correctly and effectively convey recommendations

Oral Communication

1.1, 1.2, 1.3, 2.2, 2.3, 3.1, 3.2, 4.1

Participates confidently in verbal exchanges and clearly explains detailed information using language, tone and pace appropriate to the audience and situation

Uses active listening and questioning techniques to elicit the views and opinions of others and to confirm understanding

Numeracy

1.2, 2.1, 2.2, 2.3, 3.1, 3.2, 4.3

Uses a limited range of mathematical calculations to perform comparisons of financial information and determine costs

Navigate the world of work

1.3, 2.3, 4.2

Recognises the main tasks, responsibilities and boundaries of own role and where necessary refers relevant matters to appropriate personnel

Identifies and adheres to legal and regulatory rights and responsibilities in undertaking tasks

Identifies and follows the explicit and implicit organisational protocols to meet expectations applicable to own role

Interact with others

1.1, 1.2, 2.1, 2.2, 3.1, 3.2, 4.1

Selects and applies appropriate communication practices and protocols, adjusting personal communication style in response to the values, beliefs and cultural expectations of others

Uses strategies to build rapport, demonstrate empathy and build effective working relationships

Get the work done

2.1-2.3, 3.1, 4.2, 4.3

Plans a range of relatively complex and routine tasks and achieves stated goals

Systematically gathers and analyses all relevant information and evaluates options to address issues or make product or service recommendations

Understands the functions, features and uses of digital systems and uses these to input, access, filter, extract data and present information in a suitable format