Unit of competency Outline

Date retreived
22/07/2026 9:55 AM AWST

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Provide advanced customer service to superannuation clients

Provide advanced customer service to superannuation clients

Unit of competency
National Code
FNSSUP504
State Code
AUT36
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
081105 - Investment And Securities
Original Release Date
16/09/2015
Nominal Hours
50
Description
This unit describes the skills and knowledge required to liaise with clients and respond to specific enquiries about membership, superannuation procedure options and products offered by the organisation.It applies to individuals who build relationships and use specialised industry knowledge to respond to enquiries and assist clients with complex needs and requirements.Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.
Notes
Elements and Performance Criteria
1. Establish relationship with clients
  • 1.1 Use most appropriate method of communication to establish nature of client enquiry
  • 1.2 Access client records as required
  • 1.3 Inform clients of role of organisation
  • 1.4 Explain to clients the relationship of superannuation organisation to other financial services
  • 1.5 Explain to clients the role and limits of authority of representative
  • 1.6 Identify clients with special needs and take appropriate action or make referral
  • 1.7 Maintain client confidentiality in accordance with organisational procedures, legislation and industry codes of practice
2. Inform clients of superannuation process
  • 2.1 Explain government regulations and requirements for superannuation to clients
  • 2.2 Outline processes and options for fund administration to clients
  • 2.3 Identify features and benefits of different types of funds and explain to clients
3. Explain superannuation products and options offered by organisation or specific fund
  • 3.1 Outline to clients the features, benefits and implications of products offered by organisation, or specific fund offered by organisation
  • 3.2 Explain to clients the ancillary benefits, facilities and options available in organisation, or specific fund offered by organisation
  • 3.3 Explain to clients the fees and charges associated with organisation’s funds or products
  • 3.4 Discuss procedures for complaint handling and resolution with clients
4. Assist with enquiries
  • 4.1 Explain conditions associated with being a member of a fund
  • 4.2 Explain procedure for and implications of membership changes to clients
  • 4.3 Check client understanding of conditions and procedures
  • 4.4 Implement client requests for membership changes
5. Identify areas of advice outside authority area
  • 5.1 Identify limits of authority to provide information to clients using organisational guidelines
  • 5.2 Identify clients requiring advice outside authority area
  • 5.3 Identify organisation’s specialist services resources and/or contacts
  • 5.4 Advise clients to seek specialist services advice to assist with planning-related enquiries and decisions
6. Provide and/or record necessary documentation where required
  • 6.1 Provide clients with organisation’s information materials according to their information needs
  • 6.2 Use other organisational information resources to provide product and/or service and/or referral related information to clients if required
  • 6.3 Create and/or update client records where necessary
  • 6.4 File client documentation, information and histories in format and location readily accessible to other appropriate personnel
No information
No information
Replaces
State Code National Code Title Type
D4346 FNSSUP504A Provide advanced customer service to superannuation clients Unit of competency
Replaced By
State Code National Code Title Type
OCI15 FNSSUP514 Provide information or general advice to superannuation clients Unit of competency
State Code National Code Title Type
AWD2 FNS50715 Diploma of Superannuation Qualification
AWA9 FNS60515 Advanced Diploma of Superannuation Qualification