Unit of competency Outline
Date retreived
22/07/2026 11:36 AM AWST
22/07/2026 11:36 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.
Manage insurance brokerage service performance
Manage insurance brokerage service performance
Unit of competency
National Code
FNSIBK605A
FNSIBK605A
State Code
D4200
D4200
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
31/07/2014
Field of Education
081103 - Insurance And Actuarial Studies
Original Release Date
31/07/2014
Nominal Hours
60
Description
This unit describes the performance outcomes, skills and knowledge required to analyse and review the service of a broking organisation and determine suitable actions in order to improve efficiency and quality of the service provided.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 a system to review service performance
- 1.1. Service parameters are reviewed to enable performance to be assessed effectively
- 1.2. Measures of service performance are established which provide accurate and accessible information on service provision
- 1.3. Service performance data is regularly obtained, analysed and reviewed
2. Analyse performance data
- 2.1. Performance data is collated to enable a review against planned outcomes to be conducted
- 2.2. Analysis is conducted to establish whether planned outcomes have been achieved
- 2.3. Variations of performance against planned outcomes are identified
3. Determine action required
- 3.1. Variations in performance are assessed to determine the degree of change required
- 3.2. Procedures are implemented to determine effectiveness of any changes 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:
apply high level analysis and 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:
apply high level analysis and 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 |
|---|---|---|---|
| AUR61 | FNSIBK607 | Lead ethical work practices in an insurance brokerage | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S734 | FNS60110 | Advanced Diploma of Insurance Broking | Qualification |