Course Title: Provide appropriate services, advice and products to clients

Part B: Course Detail

Teaching Period: Term2 2018

Course Code: MKTG7920C

Course Title: Provide appropriate services, advice and products to clients

School: 650T Vocational Business Education

Campus: City Campus

Program: C5343 - Diploma of Financial Planning

Course Contact: Callie Harvey

Course Contact Phone: +61 3 9925 5772

Course Contact Email: callie.harvey@rmit.edu.au

Name and Contact Details of All Other Relevant Staff

 

Andrew Shiangolis

Program Coordinator Financial Services

andrew.shiangolis@rmit.edu.au

+61 3 9925 5982

Nominal Hours: 150

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

None

Course Description

This unit describes the skills and knowledge required to create rapport with clients, identify and analyse their needs, objectives and financial situation, and identify and present appropriate solutions, including completing and maintaining necessary documentation and providing after sales service.

It applies to individuals working within enterprises and job roles who are required to advise on Australian Securities and Investments Commission (ASIC) Tier I products such as term deposits and personal, sickness and accident insurance products.  Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.        

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:	FNSIAD501 Provide appropriate services, advice and products to clients
Element:	1. Create rapport with clients
Performance Criteria:	1.1 Disclose capacity and capability to clients consistent with code of practice and legislative and regulatory requirements, and identify and respond appropriately to any client concerns 1.2 Demonstrate active listening skills in dealings with clients and explain services to them orally or, if necessary, in writing in a clear and unambiguous way, avoiding jargon and in language appropriate to the receiver
Element:	2. Identify client needs, objectives and financial situation
Performance Criteria:	2.1 Encourage clients to express and clarify their attitudes, views, feelings and objectives 2.2 Collect relevant personal, financial and business details from clients using appropriate organisational tool such as a fact finder 2.3 Identify clients' short-term, medium-term and long-term objectives and investment risk profile using an appropriate fact finder 2.4 Identify client preferences and concerns regarding options, using appropriate fact finder where applicable and priorities identified and agreed on 2.5 Complete fact finder in accordance with code of practice
Element:	3. Analyse client needs, objectives and financial situation to identify appropriate solutions
Performance Criteria:	3.1 Use all information from fact finder process to analyse client needs and determine appropriate strategy to provide for identified needs and outcomes 3.2 Seek specialist advice if required to address issues that professional judgement indicates may require further consideration
Element:	4. Present appropriate solutions to clients
Performance Criteria:	4.1 Explain and discuss recommendations and features of client advice record with clients in a clear and unambiguous way and demonstrate product knowledge appropriate for service or advice offered 4.2 Disclose impact of key aspects of recommendations in a clear and concise manner, and guide clients through key aspects of client information brochure prior to signing proposal 4.3 Explain requirements to put recommended program into effect to clients and provide copy of fact finder to clients if requested 4.4 Seek confirmation from clients that they understand recommendations presented 4.5 Assist clients to make informed choices using relevant documentation so that their needs and objectives are addressed, consistent with their budgetary constraints 4.6 Obtain agreement in principle to proceed from clients
Element:	5. Negotiate effectively
Performance Criteria:	5.1 Explain decisions clearly to clients in accordance with company policy and assist them to make appropriate decisions regarding solutions to their needs and objectives 5.2 Exercise restraint and composure when dealing with conflict situations involving clients 5.3 Follow complaint handling procedures and maintain communication channels when dealing with complaints
Element:	6. Complete and maintain necessary documentation
Performance Criteria:	6.1 Complete proposal and other documents and, where appropriate, obtain sign off 6.2 Create or update client records 6.3 Complete contract variations where applicable 6.4 Provide confirmation, including relevant documentation and contract variation, to clients and implement final plan 6.5 Organise reference material in a form which facilitates the selection of appropriate products to meet client needs, and update on a regular basis
Element:	7. Provide after sales service
Performance Criteria:	7.1 Define and communicate after sales service to be provided to clients and execute as needed 7.2 Periodically review fact finder, recommendations and client advice records 7.3 Identify and act on any changes to clients' situation since previous recommendations were made at subsequent reviews 7.4 Act on areas of client dissatisfaction in an ethical and timely manner that addresses code of practice requirements

Learning Outcomes

Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.

The self-paced activities will be delivered thought various technology platforms and include your contribution to wikis and discussion threads, reflective journals, quizzes and interactive sessions.

The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment.
We expect you to participate and contribute in all scheduled learning activities.

Teaching Schedule

 

This course is comprised of three competencies that are co-delivered and co-assessed (delivered and assessed together).

FNSASICZ503 Provide Advice in Financial Planning

FNSFPL503 Develop and Prepare a Financial Plan

FNSIAD501 Provide Appropriate Services, Advice & Products to Clients

 

Prior to training commencement a program level induction session will be conducted that comprises the following:

• Program overview and requirements
• MyRMIT/Canvas
• Overview of assessment requirements
• Pre-Training Review including:
• • Recognition of Prior Learning and Credit Transfers
  • Assessment of current skills and knowledge
• Competency/Grading Criteria
• Plagiarism
• Appeals
• Extensions
• Feedback
• Privacy
• Submission requirements
• Resubmission policy
• Where to get support
• Student responsibilities 

The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete the course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities including the self - paced activities in the workbooks.

Weekly Schedule

Weekly Schedule

Week	Topic	Readings and Activities	Assessment
Week 1 – 02/07/2018	Introduction to course schedules   Part 1:   Provide Advice in Financial Planning  Topic 1: What is the Financial Planning Process? Topic 2: Six steps in the financial planning process	Course Workbook Manage Client Relationship: Chapter 3 & 4 Financial Planning Advice, All chapters Overview of the Financial Services: Chapter 1, 3 & 4
Week 2 – 09/07/2018	Part 1:   Provide Advice in Financial Planning  Topic  3: Preparation prior to commencing the process Topic 4: The first step	Course Workbook Manage Client Relationship, Chapter 3 & 4 Financial Planning Advice, All chapters Overview of the Financial Services, Chapter 1, 3 & 4
Week 3 –16/07/2018	Part 1:   Provide Advice in Financial Planning    Topic 5: The second and third steps   Topic 6: The fourth step	Course Workbook Manage Client Relationship, Chapter 3 & 4 Financial Planning Advice, All chapters Overview of the Financial Services, Chapter 1, 3 & 4
Week 4 – 23/07/2018	Part 1:   Provide Advice in Financial Planning    Topic 7: The fifth step Topic 8:  The sixth step	Course Workbook Manage Client Relationship, Chapter 3 & 4 Financial Planning Advice, All chapters Overview of the Financial Services, Chapter 1, 3 & 4
Week 5 – 30/07/2018	Part 2:   Develop and Prepare Financial Plans     Topic 1 Introduction Statement of Advice (SoA)	Course Workbook Manage Client Relationship, Chapter 3 & 4 Financial Planning Advice, All chapters Overview of the Financial Services, Chapter 1, 3 & 4
Week 6 – 06/08/2018	Part 2:   Develop and Prepare Financial Plans   Topic 2 Strategy development and solutions	Course Workbook Manage Client Relationship, Chapter 3 & 4 Financial Planning Advice, All chapters Overview of the Financial Services, Chapter 1, 3 & 4
Week 7 – 13/08/2018	Part 2:   Develop and Prepare Financial Plans   Topic 3:   Statement of Advice  construction Topic 4: Statement of Advice format	Course Workbook Manage Client Relationship, Chapter 3 & 4 Financial Planning Advice, All chapters Overview of the Financial Services, Chapter 1, 3 & 4	Assignment 1 – Research and Application Assignment 13/08/2018
Week 8 – 20/08/2018	Part 2:   Develop and Prepare Financial Plans    Topic 5 Compliance	Course Workbook Manage Client Relationship, Chapter 3 & 4 Financial Planning Advice, All chapters Overview of the Financial Services, Chapter 1, 3 & 4
Week 9 – 03/09/2018	Part 3:   Present services, advice and products    Topic 1 Create rapport with clients   Topic 2 Client decision making	Course Workbook Manage Client Relationship, Chapter 3 & 4 Financial Planning Advice, All chapters
Week 10 – 10/09/2018	Part 3:   Present services, advice and products  Topic 3 Presenting the Plan   Topic 4 Implementation	Course Workbook Manage Client Relationship, Chapter 3 & 4 Financial Planning Advice, All chapters
Week 11 – 17/09/2018	Part 3:   Present services, advice and products    Topic 5 Ongoing service	Course Workbook Manage Client Relationship, Chapter 4 & 5 Financial Planning Advice, All chapters
Week 12 – 24/09/2018	Part 4:   Estate Planning   Topic 1 Estate planning process   Topic 2 The Will	Course Workbook Financial Planning, Chapter 10
Week 13 – 01/10/2018	Part 4:   Estate Planning     Topic 3 Estate planning considerations    Topic 4 Managing the estate after death	Course Workbook Financial Planning, Chapter 10	Assignment 2 – Workplace Simulated Project - 01/10/2018
Week 14 – 08/10/2018	Student Feedback on Assessment Review and Revision	Exams	Assignment 3 – Supervised Assessment - 08/10/2018
Week 15 – 15/10/2018	Feedback and Re-assessment	Feedback and Re-assessment Activities
Week 16 – 22/10/2018	Feedback and Re-assessment	Feedback and Re-assessment Activities

 

The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete this course.  This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

 

Learning Resources

Prescribed Texts

References

Other Resources

Online learning materials can be accessed by going into the RMIT web sites Online Learning Hub/Canvas.

The online learning materials listed include:

• Course outlines
• Power point Presentations
• Course Workbooks
• Supporting Reading material
• Industry relevant articles
• Activities

 

Overview of Assessment

In order to achieve competency in this unit, you must provide:

Performance Evidence

Evidence of the ability to:

• provide advice to clients that complies with relevant legislation, regulations and industry codes of conduct
• use organisational tools such as fact finders
• present appropriate solutions to the client after identifying and analysing client needs, objectives and financial situation
• complete and maintain necessary documentation and provide after sales service.

Knowledge Evidence

To complete the unit requirements safely and effectively, you must:

• outline the range of financial products available in the industry
• explain key requirements of industry codes of practice and relevant legislation and regulation affecting the industry
• describe investment and savings vehicles, financial markets, asset classes and investment characteristics
• explain investment risk factors and relationship to return expectations
• explain options, strategies and solutions suitable for typical client situations and profiles
• outline the principles of effective negotiation
• describe the internal and external issue resolution processes
• list the requirements related to the disclosure of capacity
• explain the general impact of relevant economic, taxation and social security policy on the client’s financial needs
• outline the role of the:
• adviser
• organisation
• broker (if relevant).

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the industry advice field of work and include access to:

• common office equipment, technology, software and consumables
• financial services product information.  

You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met.

Feedback

Feedback will be provided throughout the semester in class and/or online discussions. You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.
 

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.

Assessment Tasks

Overview

This course is comprised of three competencies that are co-delivered and co-assessed (delivered and assessed together).

FNSASICZ503 Provide Advice in Financial Planning

FNSFPL503 Develop and Prepare a Financial Plan

FNSIAD501 Provide Appropriate Services, Advice & Products to Clients

You will demonstrate competency by undertaking three assessments, a workplace simulated project, a research and application assignment and a supervised assessment.

The assessments for this course have been designed to allow you to apply your learning to particular workplace scenarios and demonstrate your competence in a variety of ways.

Critical Aspects of assessment are described above in the performance evidence for this course.

Assignment Task 1 – Research and Application Assignment – Due Date 13/08/18 – Week 7

This is assessment Task 1 of a total of 3 assessment tasks. You must successfully complete all 3 tasks to achieve competency in this cluster. You must successfully complete all eight activities to be deemed competent in Task 1 Context/purpose of Task 1 For this Assessment Task you are required to demonstrate your knowledge by completing a series of eight theory and problem solving activities over the course of the semester from weeks 3 to 8.

For this Assessment Task you are required to demonstrate your knowledge by completing a series of eight theory and problem solving activities over the course of the semester from weeks 1 to 5. 

The purpose of the activities is to enhance your understanding and ability to apply the knowledge to practice in the following areas : 

a.      Informing  client about procedures for  complaints handling

b.      Use arrange of communication skills to gather clients, personal,  financial and business skills

c.       Outline the concept of a financial product

d.      Outline the types of financial investment products

e.      Provide an overview of the operation of financial markets and roles played by intermediaries. 

f.        Provide an overview of the interrelationships with Financial Markets & interrelationships between industry sectors

g.      Discuss the various disclosure and compliance in relation to Corps Act, ASIC Act, Privacy requirements, Financial Services Reform Act (FSRA), Competition & Consumer Act

h.      Relationship between ethics and regulatory requirements

What you need to do You must complete all prescribed tasks below including the individual requirements of each one as listed in the questions. You will require access to the course resources on the Learning hub, recommended textbooks and the website links prescribed for the program.

You will be assessed against the criteria as listed in the observation checklist of this task and how well you answer the questions asked by your assessor. To achieve a satisfactory result you will need to address all criteria satisfactorily.

 

Assessment Task 2 - Workplace Simulated Project – Conduct and prepare Best Interest Duty (BID) Strategy working Paper - Due Date 01/10/18 – Week 13

For this assessment task you are required to complete Part 1 and Part 2

Part 1 -– requires you to prepare a financial plan for a simulated client of the Swanston Banking Group (Practice Firm) which is completed in Cluster 7.

Part 2 – requires you to deliver your financial advice as prepared in Part 1 to the client in a role play. The teacher will provide further information in the class as to the format and what is expected in order to fulfil this requirement.

The Workplace Simulated Project requires you to complete three parts: Part 1, Part 2.

For this project you will assume the role of a financial planner at the Swanston Banking Group Ltd (Practice Firm) and follow the company policies and procedures as if you were a real employee of the bank.  You will need to access a specific simulated client file which will include client details, background of their particular circumstances, assets and liabilities statement, a bank statement, pay slips and a superannuation statement. You will be required to analyse all of these documents in order to prepare strategies that will help client to meet their goals, your advice and financial projection and modelling. 

 

You will use “Advice Tools” stored in the employee portal throughout this course. The tools mirror those used in industry and will prepare you to adapt to industry practice and link your studies to the workplace. The tools include industry specific calculators and documents used in every day financial services practices including Best Interest Duty file note (BID), client checklist, fact find and style guide. 

 

The purpose of the assessment is to enable you to demonstrate a breadth of understanding across the course material from weeks 1 - 13. It assesses the knowledge you have obtained through undertaking the topics, your communication skills in presenting that knowledge and your problem-solving skills in answering the questions posed in a fact find presentation meeting with a simulated client of the “Practice Firm”.

For the first part of the project you will assume the role of a para-planner at the Swanston Bank Ltd and you will prepare a financial plan that includes a cash flow, asset and liabilities based on most recent tax rates. You will be required to calculate the lump sums the client will require at retirement and forecast their approximate superannuation balances for the next five years. The forecast will be based on the client’s current investment balances and contributions.

You will be able to determine the duration that the client needs before they can expect to receive a comfortable amount to retire as in accordance with ASFA standards. The financial plan that you will prepare must include strategies to increase the client’s investment balances at retirement.

Once you have successfully completed Part 1, for Part 2 you will be required to demonstrate your adviser communication skills and present your recommendations, responses and research to your client. 

It assesses the knowledge you have obtained through undertaking the concepts of superannuation, your communication skills in presenting that knowledge and your problem-solving skills in answering the questions posed in a live presentation meeting with the simulated client.

The purpose of the assessment is to enable you to demonstrate a breadth of understanding across all of the course material at an independent level. It assesses the knowledge you have obtained through undertaking:

 

1. Creating rapport with the client
2. Collecting, analysing and organising information
3. Discuss financial plan with the client
4. Planning and organising activities
5. Negotiate effectively
6. Working with others and in teams
7. Complete and maintain necessary documentation

 

Assessment Task 3 - Supervised In Class Assessment Date: 08/10/18 – Week 14

Overview

For this Assessment Task you are required to demonstrate your knowledge by completing an open book in class supervised assessment comprised of a series of theoretical and practical questions including: short answer and mini case studies. The purpose of this Task is to assess your understanding of the concepts and issues included in the topics covered in this course. This assessment will take place during your normal scheduled class time.

The assessment comprises six short answer and problem solving questions style questions. . The purpose of this task is to assess your understanding of the concepts and issues included in the topics from weeks 2 to 13. The duration of the assessment is two hours. This assessment will take place during your normal scheduled class time.

Assessment Matrix

The assessment matrix that maps all the assessment is available on Canvas

Other Information

Submission Requirements   You should:   Ensure that you submit assessments on or before the due date.  Always retain a copy of your assessment tasks. (hard copy and soft copy) When you submit work for assessment at RMIT University you need to use the Assessment task document that includes a declaration and statement of authorship. Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers. Late Submission Procedures You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates. If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days. More Information:  https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/extensions-of-time-for-submission-of-assessable-work Where an extension of greater than seven days is needed, you must apply for Special Consideration.  Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination. More Information:https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/special-consideration Resubmissions (VET Programs): If you are found to be unsuccessful in a particular Course Assessment Task (or you do not submit/attend) you will be allowed one resubmission.  Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission.  If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible. Grading & re-submissions Successful re-submissions will contribute a CAG only (Competency Achieved Grading) result to your overall grade for the course. Adjustments to Assessment In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/adjustments-to-assessment   Marking Guide (Competency):   You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.   You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.     Marking Guide (Grading)   After achieving competency we then grade your performance in the unit and you will achieve one of the following grades:   Final Grades table:
	CHD	Competent with High Distinction
	CDI	Competent with Distinction
	CC	Competent with Credit
	CAG	Competency Achieved – Graded
	CA	Competency Achieved – Not Graded
	NYC	Not Yet Competent
	DNS	Did Not Submit for assessment

 

 

Further information regarding the application of the grading criteria will be provided by your teacher.

 

Course Overview: Access Course Overview