Elements and Performance Criteria

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.


financial and information technology systems

clerical and administrative procedures

management and supervisory practices

professional development requirements

disputes and complaints resolution procedures


commonwealth

state

local


customer charter

client management practices and principles

professional codes of practice

organisational guidelines


any requirements under legislation such as Consumer Credit Code, Privacy Act

standards described by the organisation's policies and procedures


methods appropriate to the audience to communicate ideas and information which into account social and cultural diversity

seek input from internal and external sources and use this input to develop and refine ideas and approaches

treat people with integrity, respect and empathy

soft sell techniques

hard sell techniques

educate and inform

negotiate and persuade


professional associations

award ceremonies

networking events

seminars and conferences

sports outings and special events


accounting/taxation professionals

legal professionals

real estate professionals

building and construction professionals

professional associations

surveyors, quantity surveyors and planning consultants

company directors/managers

finance brokers

mortgage brokers

financial institutions

insurance brokers/providers

financial advisers/consultants

loss adjusters/assessors

banks

government departments and agencies

licensing authorities

consumer protection authorities

land titles offices

municipal offices


friends and relatives

past clients

recommendations from clients

developed networks

franchise recommendations and referrals

your organisations internal call in/referral method


seminars

community events

advertisements

mail drops

phone, email and other electronic technology

face to face

office events

cold calls

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

To achieve competency in this unit, a person must be able to demonstrate:

ability to liaise, develop and secure long standing and effective relationships
application of high level communication, negotiation, interpersonal and relationship management skills
application of knowledge and understanding of the goals, policies and procedures of the organisation
ability to monitor and introduce ways to improve work relationships
consideration of, and adaptation to, any special needs of customers, including cultural, language, race, religion, ethnic origin, socio-economic status and demographic needs

Evidence required for demonstration of consistent performance:
Competency is demonstrated by performance of all stated criteria, including the Range Statement applicable to the particular workplace environment and should cover a representative range of client enquiries, instructions and transactions.

Delivery/assessment relationship to other units:
This unit may be assessed independently.

Method of assessment:
This unit must be assessed over a period of time and typically in the workplace context.

Context of assessment:
Assessment of performance requirements in this unit should be undertaken within the financial services industry context.
Aspects of competency, including attainment of relevant knowledge and skills may be assessed in a simulated work environment or other appropriate means if necessary.

Resources required for assessment:
This unit may involve simulation equipment such as office or computer equipment; facilities for workplace or simulated environment assessment may be required.