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 client instructions

1.1 Identify client, and obtain client objectives, requirements and expectations according to organisational policies and procedures

1.2 Confirm instructions according to best practice principles and policies and procedures

1.3 Analyse client information to identify marketing strategies and communication methods available within organisation that best suit client and client needs

1.4 Consult authorised representative and agree to instructions, and implementation strategies, actions, and communication methods to be used when implementing client instructions

1.5 Document agreed client instructions and communication methods according to organisational policies and guidelines, legislative and confidentiality requirements, and industry codes of practice

2. Implement client instructions

2.1 Review and monitor terms and conditions of agreed financial options and investment strategies for consistency with client instructions

2.2 Monitor and review agreed implementation strategies and actions, and confirm their compliance with client instructions

2.3 Update required stakeholders on the implementation and administration of agreed investment strategies and instructions

2.4 Confirm that no breaches of agreement or anomalies occur

2.5 Report and document changes to financial markets where required and according to legislative and organisational requirements, and guidelines where appropriate

3. Establish after sales service procedures

3.1 Review client documentation and information and determine areas where additional after sales service can be provided

3.2 Use identified marketing strategies to communicate potential additional after sales service to authorised representative

3.3 Provide agreed additional after sales service based on authorised representative’s confirmation of client agreement

3.4 Identify and address areas of client dissatisfaction according to organisational procedures, legislative and confidentiality requirements, and industry codes of practice

S KILL 

DESCRIPTION 

Learning

• Maintains accurate and current knowledge of legislation relevant to role

Numeracy

• Records, identifies and assesses numerical data in client instructions

Oral communication

• Participates in spoken interactions using relevant conventions and protocols, including questioning and active listening techniques, to elicit information and confirm understanding
• Presents information that reflects compliance requirements, structuring tone, pace and content relevant to purpose and audience

Reading

• Identifies and extracts information in texts of relative complexity with specialised terminology and vocabulary to monitor client requirements and instructions

Writing

• Uses relevant text types, formats and terminology to record and consolidate relevant facts, information, instructions and agreements
• Documents responses to problems in compliance with organisational and regulatory requirements

Initiative and enterprise

• Uses strategies to develop and maintain working relationships and persuasive techniques to negotiate agreement to further services

Planning and organising

• Organises, plans and sequences own workload
• Systematically gathers and analyses required information and evaluates options to make decisions about service provision

Problem solving

• Uses analytical problem-solving skills to monitor and resolve client satisfaction issues

Self-management

• Takes responsibility for providing quality advisory services that comply with legal and organisational requirements

Technology

• Uses digital technologies and tools to access, store and share information

Release 

Comments 

Release 1

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