Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to respond to customer requests for insurance broking products or services in person or via other communication methods. This unit is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements including legislation administered by the Australian Securities and Investments Commission (ASIC). |
Application of the Unit
Application of the unit |
This unit applies to job roles such as brokerage personnel involved in providing insurance quotations or dealing with a claims enquiry or consumer compliant. It may be the forerunner of the provision of general or personal advice to both new and existing retail and wholesale broking clients and may be applied within organisations of various sizes and across a range of customer bases. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
||
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. Assess the nature of enquiry |
1.1. The nature of the enquiry is clarified and all details obtained 1.2. A decision on whether dealing with the enquiry is within the scope of responsibility or authority area or must be referred to an appropriate other person within the brokerage is made 1.3. A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed 1.4. If the enquiry can be answered directly, a response in accordance with organisational procedures is provided 1.5. If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up 1.6. Customer details are obtained |
2. Research the information relevant to the enquiry |
2.1. Sources of information are identified so that an appropriate response can be provided within authority levels 2.2. Information is obtained, organised and analysed to provide an accurate and satisfactory response |
3. Determine a suitable response to the enquiry |
3.1. Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe 3.2. Response is comprehensive, clear and delivered in the most appropriate format (oral, written) and within the agreed upon timeframe |
4. Communicate information to the customer |
4.1. Written or oral responses are given in clear, simple, and easy-to-understand language 4.2. Customer is treated courteously and an ongoing relationship is encouraged 4.3. Any further queries from the customer are attended to promptly 4.4. Checks and /or follow -up are undertaken to ensure that the response satisfies the customer's needs |
5. Update relevant records |
5.1. Information on the nature and frequency of enquiries is collected for evaluation 5.2. Details of the enquiry are recorded as required by organisational procedures |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
|
Required knowledge |
|
Evidence Guide
EVIDENCE GUIDE |
|
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. |
|
Overview of assessment |
|
Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the ability to:
|
Context of and specific resources for assessment |
Assessment must ensure:
|
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:
|
Guidance information for assessment |
Range Statement
RANGE STATEMENT |
|
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. |
|
Nature of the enquiry may include: |
|
Scope of responsibility or authority area may include: |
|
Customer details may include: |
|
Sources of information may include: |
|
Response may include: |
|
Appropriate format may include: |
|
Checks and /or follow -up may include: |
|
Unit Sector(s)
Unit sector |
Insurance broking |
Competency field
Competency field |
Co-requisite units
Co-requisite units |
||