Unit of competency Outline
Date retreived
22/07/2026 10:03 PM AWST
22/07/2026 10:03 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide advanced customer service to superannuation clients
Provide advanced customer service to superannuation clients
Unit of competency
National Code
FNSSUP504A
FNSSUP504A
State Code
D4346
D4346
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
31/07/2014
Field of Education
081105 - Investment And Securities
Original Release Date
31/07/2014
Nominal Hours
50
Description
This unit describes the performance outcomes, 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 encompasses establishing a relationship with a client, informing the client of the superannuation process, explaining products and options offered by the organisation, assisting with complex enquiries, identifying areas of advice outside authority area and providing and recording necessary documentation.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).
Notes
Elements and Performance Criteria
1. Establish relationship with client
- 1.1. Most appropriate method of communication is used to establish the nature of client enquiry
- 1.2. Client records are accessed as required
- 1.3. Client is informed of the role of the organisation
- 1.4. Relationship of the superannuation organisation to other financial services is explained to the client
- 1.5. The role and limits of authority of the representative are explained to the client
- 1.6. Clients with special needs are identified and appropriate action taken or referral made
- 1.7. Client confidentiality is maintained
2. Inform client of the superannuation process
- 2.1. Government regulations and requirements for superannuation are explained to the client
- 2.2. Processes and options for fund administration are explained to the client
- 2.3. The features and benefits of different types of funds are explained to the client
3. Explain superannuation products and options offered by the organisation or a specific fund
- 3.1. Features, benefits and implications of products offered by the organisation or a specific fund offered by that organisation are explained to the client
- 3.2. Ancillary benefits and facilities and options available in the organisation or a specific fund offered by that organisation are explained to the client
- 3.3. Fees and charges associated with the organisation's funds/products are explained to the client
- 3.4. Procedures for complaint handling and resolution are explained to the client
4. Assist with complex enquiries
- 4.1. Procedure for and implications of membership changes are explained to the client
- 4.2. Conditions associated with fund investment options and ancillary benefits and facilities of funds are explained to the client
- 4.3. Client understanding of conditions and procedures is checked
- 4.4. Client requests for membership changes are implemented
5. Identify areas of advice outside of authority area
- 5.1. Limits of authority to provide information to client are identified using organisation guidelines
- 5.2. Clients requiring advice outside of authority area are identified
- 5.3. Organisation specialist services resources and/or contacts are identified
- 5.4. Clients are advised to seek specialist services advice to assist with planning related enquiries and decisions
6. Provide and/or record necessary documentation where required
- 6.1. Client is provided with organisation information materials according to their information needs
- 6.2. Other organisation information resources are used to provide product and/or service and/or referral related information to the client if required
- 6.3. Client records are created and/or updated where necessary
- 6.4. Client documentation, information and histories are filed in a format and location readily accessible to other appropriate personnel
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.
Method of communication may include:
email
face-to-face
facsimile
letters
telephone.
Clients refers to:
members of the public
members of the superannuation fund.
Clients with special needs may include:
clients who demonstrate or who indicate that they have complex financial or superannuation needs
clients who have English as a second language
people from different cultural backgrounds
people with a disability
very young or older age groups.
Confidentiality includes:
any requirements under legislation such as:
Consumer Affairs Act
Privacy Act
Consumer Credit Code
industry codes of practice
standards set out in organisation policies and procedures.
Different types of funds may include:
accumulation funds
approved deposit funds
corporate funds
deferred annuities
defined benefit funds
eligible rollover funds
industry funds
public sector funds
retail funds
retirement savings accounts
rollover funds
self-managed superannuation funds
small Australian Prudential Regulation Authority (APRA) funds.
Options available in the organisation may include:
benefit payment options
different contribution levels
insurance options
investment options
minimum contributions.
Membership changes may include change in:
contributions
funds
insurance
personal circumstances
employment conditions.
Planning related enquiries and superannuation decisions may include:
how much to contribute
lost accounts
what level of insurance cover
when and how to change funds
which fund options to take
which fund to join.
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.
Method of communication may include:
face-to-face
facsimile
letters
telephone.
Clients refers to:
members of the public
members of the superannuation fund.
Clients with special needs may include:
clients who demonstrate or who indicate that they have complex financial or superannuation needs
clients who have English as a second language
people from different cultural backgrounds
people with a disability
very young or older age groups.
Confidentiality includes:
any requirements under legislation such as:
Consumer Affairs Act
Privacy Act
Consumer Credit Code
industry codes of practice
standards set out in organisation policies and procedures.
Different types of funds may include:
accumulation funds
approved deposit funds
corporate funds
deferred annuities
defined benefit funds
eligible rollover funds
industry funds
public sector funds
retail funds
retirement savings accounts
rollover funds
self-managed superannuation funds
small Australian Prudential Regulation Authority (APRA) funds.
Options available in the organisation may include:
benefit payment options
different contribution levels
insurance options
investment options
minimum contributions.
Membership changes may include change in:
contributions
funds
insurance
personal circumstances
employment conditions.
Planning related enquiries and superannuation decisions may include:
how much to contribute
lost accounts
what level of insurance cover
when and how to change funds
which fund options to take
which fund to join.
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:
establish relationship with client and inform them of the superannuation process
refer clients to other organisations/service providers outside areas of authority
comply with all record and documentation requirements
comply with role and advisory capacity limits.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to organisation financial records
access to organisation policies and procedures.
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:
evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
evaluating samples of work
accessing and validating third party reports
setting and reviewing workplace business simulations or scenarios.
Guidance information for assessment
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:
establish relationship with client and inform them of the superannuation process
refer clients to other organisations/service providers outside areas of authority
comply with all record and documentation requirements
comply with role and advisory capacity limits.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to organisation financial records
access to organisation policies and procedures.
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:
evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
evaluating samples of work
accessing and validating third party reports
setting and reviewing workplace business simulations or scenarios.
Guidance information for assessment
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUT36 | FNSSUP504 | Provide advanced customer service to superannuation clients | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J604 | FNS60513 | Advanced Diploma of Superannuation | Qualification |
| D720 | FNS50711 | Diploma of Superannuation | Qualification |