Unit of competency Outline
Date retreived
22/07/2026 10:02 AM AWST
22/07/2026 10:02 AM 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.
Review broking client service performance
Review broking client service performance
Unit of competency
National Code
FNSIBK507A
FNSIBK507A
State Code
D4190
D4190
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
29/07/2014
Field of Education
081105 - Investment And Securities
Original Release Date
29/07/2014
Nominal Hours
55
Description
This unit describes the performance outcomes, skills and knowledge required to collect and analyse data to monitor and improve client service in order to build and maintain relationships with broking clients. It encompasses investigation, analysis and evaluation about the broker's performance in implementing the client's service plan and developing strategies to improve it.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. Collect customer service performance information
- 1.1. Service performance data for the broking client is obtained, according to service plan timetable
- 1.2. Performance data is collated and reviewed against planned outcomes
2. Analyse performance data and report outcomes
- 2.1. Variations of performance against planned outcomes are identified and reasons established
- 2.2. Information on how the brokerage service plan compares with competition and best practice is analysed and evaluated
3. Determine action required
- 3.1. Required changes to aspects of customer service plan are identified
4. Implement action plan
- 4.1. Strategies to respond to changes in customer service needs are incorporated in customer service plan and implemented
- 4.2. Measures to establish if changes have been effective are implemented
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.
Service performance data may include:
claims rejected
client feedback
client files
complaints
cost
outstanding claims
portfolio results
premium collection
profitability
program lapses
records
renewal rate
response times.
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.
Service performance data may include:
claims rejected
client feedback
client files
complaints
cost
outstanding claims
portfolio results
premium collection
profitability
program lapses
records
renewal rate
response times.
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:
perform high level analysis and effective decision making
conduct timely performance reviews
analyse service results and recommend appropriate actions.
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 records
access to organisational 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 projects and 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:
perform high level analysis and effective decision making
conduct timely performance reviews
analyse service results and recommend appropriate actions.
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 records
access to organisational 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 projects and business simulations or scenarios.
Guidance information for assessment
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUR54 | FNSIBK507 | Review service performance | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D719 | FNS50611 | Diploma of Financial Planning | Qualification |
| S737 | FNS60410 | Advanced Diploma of Financial Planning | Qualification |
| S728 | FNS51210 | Diploma of Insurance Broking | Qualification |