Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to collect and analyse client information and use it as the basis for determining the level of contact required and to monitor and maintain the quality of the service provided. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
Application of the Unit
Application of the unit |
This unit may apply to job roles in any sector of the financial services industry. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
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Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Determine client's needs |
1.1. Comprehensive information on clients is collected by appropriate means and reviewed in compliance with guidelines and comprehensive records maintained of risks assessed and action taken 1.2. Records are regularly reviewed to ensure information is current 1.3. Effectiveness of guidelines is monitored and adjusted as required |
2. Establish communication with client |
2.1. Service guidelines are applied to determine level of client contact required 2.2. Communication is formalised where the interests of the organisation and client need to be protected and focused on an ongoing review of client requirements 2.3. Regular communication is established within guidelines and based on client needs |
3. Identify and review information |
3.1. Categories of information relevant to service provided are identified and gathered 3.2. Business environment is monitored to identify the need to amend information services, and mechanisms to select and filter information in an efficient manner are established 3.3. Information relevant to client requirements is determined and maintained on an ongoing basis |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the ability to:
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Context of and specific resources for assessment |
Assessment must ensure:
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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:
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Guidance information for assessment |
Range Statement
RANGE STATEMENT |
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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. |
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Information may include: |
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Appropriate means to obtain client information may include: |
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Records may include: |
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Communication can be through |
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Regular communication may vary: |
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Unit Sector(s)
Unit sector |
Customer service |
Competency field
Competency field |
Co-requisite units
Co-requisite units |
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