Unit of competency Outline

Date retreived
24/07/2026 5:18 AM AWST

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Monitor client requirements

Monitor client requirements

Unit of competency
National Code
FNSCUS502A
State Code
D4096
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
24/11/2010
View on TGA
State Implementation and Classification
Approved Date
29/07/2014
Field of Education
080501 - Sales
Original Release Date
29/07/2014
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to collect and analyse client information and use it as the basis for determining the level of contact required and to monitor and maintain the quality of the service provided.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Determine client's needs
  • 1.1. Comprehensive information on clients is collected by appropriate means and reviewed in compliance with guidelines and comprehensive records maintained of risks assessed and action taken
  • 1.2. Records are regularly reviewed to ensure information is current
  • 1.3. Effectiveness of guidelines is monitored and adjusted as required
2. Establish communication with client
  • 2.1. Service guidelines are applied to determine level of client contact required
  • 2.2. Communication is formalised where the interests of the organisation and client need to be protected and focused on an ongoing review of client requirements
  • 2.3. Regular communication is established within guidelines and based on client needs
3. Identify and review information
  • 3.1. Categories of information relevant to service provided are identified and gathered
  • 3.2. Business environment is monitored to identify the need to amend information services, and mechanisms to select and filter information in an efficient manner are established
  • 3.3. Information relevant to client requirements is determined and maintained on an ongoing basis
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.
Information may include:
nature of the relationship with the business
personal data
products or services provided to the client.
Appropriate means to obtain client information may include:
attending regular meetings
monitoring client advice
reviewing press clippings and media items.
Records may include:
case files
minutes of meetings
notes
videos.
Communication can be through
client bulletin
email
facsimile
letter
personal contact
telephone.
Regular communication may vary:
annually
daily
monthly
weekly.
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 a systematic, methodical approach to monitoring situations in the context of product market developments and industry trends
pay close attention to detail in terms of personal needs and specifications of clients
consider and adapt to any special needs of clients, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.

Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services 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 an integrated financial software system and data.

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 or role plays
verbal or written questioning on underpinning knowledge and skills
evaluating samples of work
accessing and validating third party reports.

Guidance information for assessment
Replaces
State Code National Code Title Type
C9735 FNSICCUS502B Monitor client requirements Unit of competency
Replaced By
State Code National Code Title Type
AUQ82 FNSCUS502 Monitor client requirements Unit of competency