Qualification details

Release 

Comments 

Release 1

This Qualification first released with FNS10 Financial Services Training Package version 2.0.

BSBITS401A Maintain business technology has been removed from the qualification.

Replaced BSBOHS404B Contribute to the implementation of strategies to control OHS risk with BSBOHS201A Participate in OHS processes. This is considered a more appropriate unit for this qualification.

Additional electives have been added to provide pathways for claims technicians:

• FNSISV306A Receive and record or register a claim
• BSBWOR404B Develop work priorities.

Packaging rules for this qualification have been changed to 3 core and 10 electives.

Replaces FNS41610 Certificate IV in Loss Adjusting.

Employability Skill 

Industry/enterprise requirements for this qualification include: 

Communication

• communicating ideas and information cognisant of clients’ social and cultural diversity and special needs
• consulting and negotiating with internal and external stakeholders
• consulting, questioning, clarifying and evaluating information
• demonstrating selling skills including matching needs with products/services
• interpreting customer needs
• investigating and negotiating to resolve disputes within area of responsibility
• possessing sound presentation skills with an ability to 'read' verbal and non-verbal body language
• using a range of techniques to elicit feedback from customers
• using specialist language in written and oral communication
• using well-developed interpersonal skills and having the ability to produce a wide range of reports and make presentations as required
• writing in a range of styles to suit different audiences

Teamwork

• coaching and mentoring staff to reach minimum customer service standards
• developing a rapport with clients when identifying their needs, objectives and financial situation
• developing team plans and contributing to team cohesion
• making constructive contributions to group decision making processes
• providing feedback to team members

Problem solving

• conducting needs analyses
• estimating, forecasting and conducting competitive comparisons
• performing calculations and developing a risk investment profile for individual clients
• resolving poor performance issues within scope of responsibility
• working proactively with management to resolve workplace issues

Initiative and enterprise

• being creative and providing innovative solutions to complex issues
• responding to new and changing circumstances to ensure accurate and timely advice

Planning and organising

• evaluating and authorising payment requests
• maintaining accounts records for compliance purposes
• preparing financial reports
• recording, gathering and classifying information

Self-management

• acting as a role model for others
• taking to management concerns with own level of responsibility
• working ethically and complying with all industry codes of practice and legislative requirements

Learning

• applying learning to develop improved practices
• coaching and mentoring others to acquire new knowledge and skills
• contributing to the learning of others through implementing team building exercises
• developing and maintaining professional competency

Technology

• selecting and using technology and software packages to record, track and retrieve information
• using electronic communication devices and processes (e.g. internet, fact finder, email) to produce written correspondence, charts, diagrams, schedules and reports