Qualification details

Release 

Comments 

Release 3

This version released with FNS10 Financial Services Training Package 5.0

Update imported units:
BSBCOM603B to BSBCOM603C; BSBCUS501B to BSBCUS501C.

Qualification outcomes remain unchanged.

Release 2

Release 2 of this Qualification first released with FNS10 Financial Services Training Package version 2.0.
Updated suffix of unit to BSBCUS501B

Release 1

This Qualification first released with FNS10 Financial Services Training Package version 1.0

Employability Skill 

Industry/enterprise requirements for this qualification include: 

Communication

• building trust and a rapport with clients
• developing and writing reports to specifications
• interpreting client requirements and tailoring products or services to meet their needs
• preparing and presenting correspondence in appropriate electronic formats
• reading and evaluating documents such as claims assessment documentation, policy documents and operational reports
• the ability to negotiate solutions with clients and colleagues
• using effective telephone techniques
• using excellent customer service skills and maintaining an ongoing relationship with clients

Teamwork

• coaching and mentoring staff to reach minimum customer service standards
• contributing to team cohesion and developing team plans
• managing workplace relationships including counselling staff as required
• monitoring performance and conducting performance appraisals
• negotiating and agreeing with staff on performance standards
• providing feedback, support and encouragement to team members

Problem-solving

• checking the accuracy of calculations
• collecting, comparing and contrasting data
• comparing products and services in order to offer clients different options
• determining the viability of new opportunities
• identifying OHS hazards and risk control
• resolving poor performance issues within scope of responsibility
• using problem solving tools and techniques
• working proactively with management to resolve workplace issues

Initiative and enterprise

• applying referral skills
• applying the learning of ergonomics to develop improved processes
• building and implementing reward and recognition strategies for customer loyalty
• continually reviewing and applying emerging industry trends to product and services knowledge
• exploiting business opportunities
• identifying and investigating risk as it relates to new business

Planning and organising

• contributing to the planning process by researching and validating information
• maintaining systems, records and reporting procedures
• planning for the business including establishing KPIs and monitoring staff performance
• planning work considering resources, time and other constraints
• using organisational skills to locate information on statutory and legislative requirements

Self-management

• acting as a role model for others
• talking to management about concerns within own level of responsibility
• understanding and acting upon compliance matters
• working ethically and complying with all industry codes of practice and legislative requirements

Learning

• developing and monitoring an organisational training plan and individual training plans
• encouraging continuous education and professional development
• facilitating internal and external training
• identifying and documenting training needs for ongoing compliance
• seeking specialist financial advice on behalf of clients as required

Technology

• conducting effective web searches
• operating computers and using word processing, spreadsheet and database skills to produce workplace documentation
• using business technology to access, organise and monitor information
• using corporate software templates
• using research data devices and telecommunication devices and equipment