Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 5.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1. Establish insurer liaison

1.1 Identify organisational procedures for insurance arrangements

1.2 Determine insurance performance measures

1.3 Establish contact with insurer and maintain liaison

1.4 Determine insurance premium payment details

1.5 Establish procedures for processing claims

1.6 Obtain paperwork required to undertake insurer liaison activities

1.7 Provide insurer with information to maintain member records

2. Manage risk

2.1 Assess risk profile of member with insurer

2.2 Undertake procedures to reduce risk according to organisational policies and procedures

2.3 Assess claims documentation and generate reports for trustee

2.4 Implement trustee decisions on claims and risk management procedures

3. Supervise claim procedures

3.1 Monitor performance requirements for insurer

3.2 Provide insurer with information as required to process claims

3.3 Refer disputed claims to complaints procedure

4. Manage complex insurance claims

4.1 Gather documentation for complex claims and prepare for insurer

4.2 Check claim applications against relevant terms in trust deed

4.3 Incorporate claim beneficiaries into claims processing procedure

4.4 Compile claim correspondence according to conditions identified in trust deed, relevant legislation and organisational policies and procedures

4.5 Forward claim correspondence to insurer

SKILL 

DESCRIPTION 

Numeracy

• Applies mathematical problem-solving techniques to analyse and assess numerical and financial data, and to process claims

Oral communication

• Uses active listening and questioning techniques to negotiate outcomes, and to convey and clarify information in verbal exchanges

Reading

• Sources and consolidates complex information and data from a range of sources
• Thoroughly analyses information and data against defined criteria, conditions and requirements

Writing

• Logically records and manages information using correct organisational formats and systems
• Prepares documentation using clear language, concepts and terminology appropriate to audience and purpose

Problem solving

• Accepts responsibility for addressing less predictable problems and applies problem-solving processes to determine a solution
• Makes critical decisions effectively in complex situations, taking into consideration a range of variables, including the outcomes of previous decisions
• Identifies and resolves key business issues, processes and practices that may have legal implications

Self-management

• Accepts responsibility for planning and sequencing complex tasks and workload, negotiating key aspects with others and taking into account capabilities, efficiencies and effectiveness
• Takes responsibility for following policies, procedures and legislative requirements, and identifies organisational implications of new legislation or regulations

Teamwork

• Implements strategies for a diverse range of colleagues and clients to build rapport and foster strong relationships
• Uses collaboration techniques to share information conducive to a productive environment

Technology

• Uses digitally based technologies to enter, access or update information to achieve required outcomes

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 5.0.