City & Guilds
Level 2
QN: 600/1752/1
Curriculum Active
City & Guilds Level 2 Award in Providing Financial Services
Official qualification regulated by Ofqual, awarded by City & Guilds. Classified as a Vocationally-Related Qualification. Total guided learning hours: 1318 hours.
Qualification Level
Level 2
Awarding Body
City & Guilds
Syllabus Units
61 Units
Guided Hours
1318 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Agreeing the settlement of straightforward claims for uninsured losses
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within the insurance industry related to the work carried out
- Understand the details of general insurance policies
- Understand how to agree the settlement of straightforward claims for uninsured losses
- Be able to obtain and communicate information needed to settle the claim for uninsured losses
- Be able to follow organisational procedures in dealing with uninsured loss claims including dealing with problems or complaints
- Be able to correctly settle uninsured loss claims
- Be able to keep accurate and complete records
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements
2
Assessing and using financial information to reconcile stakeholder investment accounts
Verified
Key Learning Objectives:
- Be able to use financial information to reconcile stakeholder investment accounts.
- Be able to re
- solve discrepancies identified during reconciliation.
- Be able to provide information about the reconciliation of stakeholder investment accounts.
- Be able to keep accurate and complete records.
- Be able to work within internal procedures
- Be able to comply with external requirements and regulations
3
Assessing and using straightforward financial information to reconcile accounts
Verified
Key Learning Objectives:
- Be able to assess straightforward financial information
- Be able to deal with and re
- solve straightforward queries
- Be able to comply with all codes, laws and regulatory requirements
4
Authorising financial transactions using telecommunications
Verified
Key Learning Objectives:
- Be able to obtain and confirm all necessary details to commence the transaction process
- Be able to apply the organisation’s authorisation criteria
- Be able to complete the transaction following organisational procedures
5
Building effective relationships with clients in a financial services environment
Verified
Key Learning Objectives:
- Be able to prepare for the delivery of effective customer service
- Be able to work with clients to meet needs and expectations
- Be able to confirm service delivery meets the needs and expectations of clients
- Be able to comply with internal and external procedures and regulations
6
Complying with regulations within the financial services environment
Verified
Key Learning Objectives:
- Be able to find out and identify the regulatory requirements relevant to the job role
- Be able to comply with financial regulations
- Be able to identify and respond to failures to comply with financial regulations
7
Contributing to reports for mortgage and/or financial planning clients
Verified
Key Learning Objectives:
- Be able to contribute to the preparation of reports with mortgage advisers or financial planners
- Be able to create report content
- Be able to contribute to the production of valuations
- Be able to comply with relevant codes, laws and regulatory requirements
8
Deal with customers using bespoke software
Verified
Key Learning Objectives:
- prepare to deliver customer service using bespoke software, deliver customer service using bespoke software
- understand how to deal with customers using bespoke software
9
Dealing with customers by telephone in a financial services environment
Verified
Key Learning Objectives:
- Be able to open a conversation with a customer using a telephone and supporting equipment
- Understand how and be able to communicate effectively with the customer using a telephone and supporting equipment
- Be able to deal with customer needs by telephone
- Be able to comply with legal and organisational requirements
10
Dealing with requests to cancel financial services products or services
Verified
Key Learning Objectives:
- Understand how and be able to discuss the reason for the cancellation with the customer
- Understand how and be able to ensure the customer fully understands all the features and benefits which would be lost, if cancelled
- Be able to arrange for the customer records to be amended accordingly and for confirmation to be sent to the customer
- Be able to work within organisational procedures and legal and regulatory requirements
11
Dealing with straightforward claims for insured losses
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within the insurance industry related to the work carried out
- Understand the details of general insurance policies
- Understand how to deal with straightforward claims for insured losses
- Be able to obtain information required to progress a straightforward claim for insured losses
- Be able to provide advice to customers to help deal with the claim
- Be able to work within organisational timescales when dealing with straightforward claims
- Be able to keep accurate and complete records
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements
12
Debt Collection Case Management Practice _pre legal_
Verified
Key Learning Objectives:
- Be able to monitor progress of debt collection procedures.
- Be able to liaise with relevant parties in relation to debt collection.
- Be able to prepare documentation and evidence to support the commencement of legal proceedings.
13
Debt Collection Case Management Principles _pre legal_
Verified
Key Learning Objectives:
- Understand the principles of debt collection administration.
- Understand how to liaise with relevant parties in relation to debt collection.
- Understand how to prepare documentation and evidence to support the commencement of legal proceedings.
14
Debt Collection Negotiations Practice
Verified
Key Learning Objectives:
- Be able to make contact with the debtor in an effective and appropriate way.
- Be able to establish if a debtor is able to make full and immediate payment.
- Be able to record and where appropriate
- investigate disputes.
- Be able to negotiate repayment solutions.
15
Debt Collection Negotiations Principles
Verified
Key Learning Objectives:
- Know how to make contact with the debtor in an effective and appropriate way.
- Understand the impact of a debtor’s profile on the collection process.
- Know how to record and where appropriate
- investigate any disputes.
- Know how to negotiate repayment solutions.
16
Debt Repayment Monitoring Practice
Verified
Key Learning Objectives:
- Be able to review debtor accounts.
- Be able to instigate action in response to non-payment.
- Be able to how to monitor debtor accounts to safeguard repayment arrangements.
17
Debt Repayment Monitoring Principles
Verified
Key Learning Objectives:
- Understand how to review debtor accounts.
- Understand how to instigate action in response to non-payment.
- Understand to how to monitor debtor accounts to safeguard repayment arrangements.
18
Debtor Call Handling Practice
Verified
Key Learning Objectives:
- Be able to plan outbound telephone calls with debtors.
- Be able to conduct inbound and outbound telephone calls with debtors.
- Be able to record inbound and outbound telephone calls with debtors.
19
Debtor Call Handling Principles
Verified
Key Learning Objectives:
- Know how to plan outbound telephone calls with debtors.
- Know how to conduct inbound and outbound telephone calls with debtors.
- Know how to record inbound and outbound telephone calls with debtors.
20
Deliver reliable customer service
Verified
Key Learning Objectives:
- prepare to deal with customers, give consistent service to customers, check customer service delivery
- know how to deliver reliable customer service
21
Generating and qualifying sales leads
Verified
Key Learning Objectives:
- Understand the practices, legislation, regulation and codes of practice that relate to generating and qualifying sales leads
- Understand the process of generating and qualifying sales leads
- Be able to prospect for customers
22
Give customers a positive impression of yourself and your organisation.
Verified
Key Learning Objectives:
- establish rapport with customers
- respond appropriately to customers
- communicate information to customers
- understand how to give customers a positive impression of themselves and the organisation
23
Improving and maintaining workplace competence in a financial services environment
Verified
Key Learning Objectives:
- Understand the roles and responsibilites within a financial services organisation
- Be able to discuss and agree personal work objectives
- Be able to identify areas for personal development
- Be able to discuss and agree to a personal development plan (PDP) and work objectives
- Be able to implement a personal development plan (PDP) and work objectives
24
Operating a multi-currency till
Verified
Key Learning Objectives:
- Be able to set up a multi-currency till and prepare for dealing with customers
- Be able to operate a multi-currency till applying counter security measures
- Be able to shut down a multi-currency till
- Be able to monitor and comply with all codes, laws and regulatory requirements
25
Operating a sterling counter till
Verified
Key Learning Objectives:
- Be able to set up a sterling counter till and prepare for dealing with customers
- Be able to operate a sterling counter till applying counter security measures
- Be able to shut down a sterling counter till
- Be able to monitor and comply with all codes, laws and regulatory requirements
26
Payment Processing Practice
Verified
Key Learning Objectives:
- Be able to process payment transactions.
- Be able to re
- solve problems in relation to payment transactions.
- Be able to accurately record payment transactions.
27
Payment Processing Principles
Verified
Key Learning Objectives:
- Understand how to process payment transactions.
- Understand how to identify and re
- solve problems in relation to payment transactions.
- Understand how to accurately record payment transactions.
28
Planning and organising work in a financial services environment
Verified
Key Learning Objectives:
- Be able to develop a work plan
- Be able to meet work plan objectives
- Be able to work with others
29
Preparation for Debt Collection Practice
Verified
Key Learning Objectives:
- Be able to obtain sufficient information to commence debt collection.
- Be able to confirm if debt collection procedures should commence.
30
Preparation for Debt Collection Principles
Verified
Key Learning Objectives:
- Understand how to obtain sufficient information to commence debt collection.
- Understand how rules and regulations relate to debtors and the collection of debt.
- Understand if debt collection procedures need to commence.
31
Preparing and delivering a sales demonstration
Verified
Key Learning Objectives:
- Understand how to prepare and deliver a sales demonstration
- Be able to prepare for a sales demonstration
- Be able to deliver a sales demonstration
- Be able to evaluate the sales demonstration
32
Preparing and pursuing statements of account for financial products and services
Verified
Key Learning Objectives:
- Be able to prepare statements of account for financial products and services
- Be able to pursue statements of account for financial products and services
- Be able to comply with all codes, laws and regulatory requirements
33
Processing applications for financing and credit facilities
Verified
Key Learning Objectives:
- Be able to confirm and match customer’s requirements for financing and/or credit to an appropriate facility
- Be able to process applications for financing and/or credit facilities
- Be able to understand and comply with legislation and regulation relating to the processing of applications for financing and credit facilities
34
Processing customers’ financial transactions
Verified
Key Learning Objectives:
- Be able to deal with customer transactions and documentation
- Be able to comply with all codes, laws and regulatory requirements
35
Processing documentation for bank or building society accounts
Verified
Key Learning Objectives:
- Be able to gather information needed to process the documentation
- Be able to produce the documentation
- Be able to issue the documentation
- Be able to comply with all codes, laws and regulatory requirements
36
Processing documentation for financing and credit facilities
Verified
Key Learning Objectives:
- Be able to input information required for processing documentation for financing and credit facilities
- Be able to produce documentation and check for problems and discrepancies
- Be able to understand and comply with legislation and regulation covering financing and credit facilities as they relate to the processing of documentation
37
Processing documentation for straightforward life, pensions and investment contracts
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within life, pensions and investment business related to the work carried out
- Understand how to prepare policies and other documentation
- Understand the importance of customer service in the financial services industry
- Be able to prepare documentation using standard wordings for new and/or altered life, pensions and investment contracts
- Be able to issue to customers documentation with standard wordings for new and/or altered life, pensions and investment contracts
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements
38
Processing instructions for straightforward mortgage and/or financial planning business
Verified
Key Learning Objectives:
- Be able to process client requests for straightforward financial products and services once agreed
- Be able to process payment and complete documentation
- Be able to comply with codes, laws and regulatory requirements
39
Processing life, pensions and investment business applications
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within life, pensions and investment business related to the work carried out
- Understand how to process life, pensions and investment business applications
- Be able to decide if a life, pension or investment business application can be processed
- Be able to complete a quotation for life, pension or investment business
- Be able to inform the customer of the underwriting decision regarding a quotation for life, pension or investment business
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements.
40
Processing payments relating to stakeholder investment transactions or accounts
Verified
Key Learning Objectives:
- Be able to process payments due from and/or to stakeholders
- Maintain records of payments due from and/or to stakeholders
- Be able to act within personal authority levels
- Be able to work within internal procedures
- Be able to comply with external requirements and regulations
41
Processing straightforward claims for uninsured losses
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within the insurance industry related to the work carried out
- Understand the details of general insurance policies
- Understand how to process straightforward claims for uninsured losses
- Be able to obtain information required to progress a straightforward claim for uninsured losses
- Be able to communicate with customers and third parties
- Be able to keep accurate and complete records
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements
42
Processing straightforward insurance business as an intermediary
Verified
Key Learning Objectives:
- Understand the structure of the market for general insurance business and the roles and responsibilities of the various parties within it related to the work carried out
- Understand the details of general insurance policies
- Be able to process requests for straightforward insurance cover
- Be able to place straightforward new business with insurers
- Be able to finalise straightforward insurance cover
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements
43
Processing straightforward insurance policy documentation
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within the insurance industry related to the work carried out
- Understand the details of general insurance policies
- Be able to prepare straightforward insurance policy documentation.
- Be able to issue documentation to the required procedures promptly.
- Be able to keep accurate and complete records.
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements.
44
Processing straightforward insurance renewals
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within the insurance industry related to the work carried out
- Understand the details of general insurance policies
- Understand organisational procedures and the circumstances for granting cover
- Be able to commence processing straightforward renewals.
- Be able to identify those renewals where claims have been made or there have been changes in circumstances.
- Be able to invite / decline renewal based on information obtained.
- Be able to keep accurate and complete records.
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements.
45
Processing straightforward insurance renewals as an intermediary
Verified
Key Learning Objectives:
- Understand the structure of the market for general insurance business and the roles and responsibilities of the various parties within it related to the work carried out
- Understand the details of general insurance policies
- Understand how to process straightforward insurance renewals as an intermediary
- Understand the importance of customer service in the financial services industry
- Be able to process straightforward renewals of insurance cover
- Be able to arrange straightforward renewals
- Be able to finalise straightforward renewals
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements
46
Processing straightforward mid-term amendments
Verified
Key Learning Objectives:
- Understand the structure of the market for general insurance business and the roles and responsibilities of the various parties within it related to the work carried out
- Understand the details of general insurance policies
- Be able to process straightforward mid-term amendments of insurance cover
- Be able to arrange straightforward mid-term amendments with insurers
- Be able to finalise straightforward mid-term amendments to insurance policies
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements
47
Processing straightforward new insurance claims notifications
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within the insurance industry related to the work carried out
- Understand the details of general insurance policies
- Understand the information required to process a claim, including organisational procedures
- Be able to assess whether the claim is valid.
- Be able to communicate with customers regarding the progress of the claim.
- Be able to keep accurate and complete records.
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements
48
Processing straightforward requests for payment against life, pensions and investment contracts
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within life, pensions and investment business related to the work carried out
- Understand how to process straightforward requests for payment against life, pensions and investments contracts
- Be able to decide if the requested payment against a life, pension or investment contract may be made
- Be able to progress payment against a life, pension or investment contract
- Be able to comply with all codes, laws and regulatory requirements
- Understand the requirements of all codes, laws and regulatory requirements
49
Promoting the organisation’s additional financial services products and services
Verified
Key Learning Objectives:
- Understand how and be able to identify appropriate additional financial services to promote to customers
- Understand how and be able to ensure that the customer is provided with sufficient information to enable them to make an informed decision about the products or services offered
- Be able to regularly review sales targets for financial services products or services
- Be able to comply with legal and organisational requirements
50
Providing an administrative service for mortgage and/or financial planning clients
Verified
Key Learning Objectives:
- Be able to deal with straightforward requests for information from clients and colleagues
- Be able to prepare quotations and illustrations within the limits of own authority
- Be able to monitor the flow of mortgage and/or financial planning business and maintain records
- Be able to comply with all codes, laws and regulatory requirements
51
Providing information to customers in a financial services environment
Verified
Key Learning Objectives:
- Be able to acknowledge customer requests for information in a financial services environment
- Be able to provide information on financial products and/or services to customers
52
Resolve customer service problems
Verified
Key Learning Objectives:
- spot customer service problems, pick the best solution to re
- solve customer service problems, take action to re
- solve customer service problems
- know how to re
53
Selling by telephone - inbound
Verified
Key Learning Objectives:
- Understand how to sell by telephone (inbound)
- Understand how to close the sale during inbound telephone sales calls
- Be able to prepare for the inbound telephone sales call
- Be able to identify customer needs during inbound telephone sales calls
- Be able to present products and/or services to the customer during inbound telephone sales calls
- Be able to deal with sales objections during inbound telephone sales calls
- Be able to close the sale during inbound telephone sales calls
54
Selling by telephone - outbound
Verified
Key Learning Objectives:
- Understand how to sell by telephone (outbound)
- Understand how to close the sale during outbound telephone sales calls
- Be able to prepare for the inbound telephone sales call
- Be able to identify customer needs during outbound telephone sales calls
- Be able to present products and/or services to the customer during outbound telephone sales calls
- Be able to deal with sales objections during outbound telephone sales calls
- Be able to close the sale during outbound telephone sales calls
55
Selling face to face
Verified
Key Learning Objectives:
- Understand how to sell to customers face to face
- Be able to prepare for the sale
- Be able to conduct a face to face sales meeting with the customer
- Be able to deal with sales objections during face to face sales situations
- Be able to close the sale
56
Setting up bank or building society accounts for customers
Verified
Key Learning Objectives:
- Be able to obtain the information required to identify and confirm the appropriate account
- Be able to obtain and record all customer details and documentation required for the setting up of the account
- Be able to set up the account ensuring compliance in all activities
57
Settling straightforward insurance claims
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within the insurance industry related to the work carried out
- Understand the details of general insurance policies
- Understand how to settle straightforward insurance claims within organisational requirements
- Be able to obtain information required to support the settlement of the claim.
- Be able to consider the settlement of the claim taking appropriate further action where required.
- Be able to correctly settle straightforward claims.
- Be able to keep accurate and complete records.
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements.
58
Support customers using on-line customer services
Verified
Key Learning Objectives:
- establish the type and level of support their customer needs to achieve on-line customer service
- support on-line customer service in conversation with their customer
- understand how to support customers using on-line services
59
Underwriting straightforward alterations to life, pensions and investment contracts
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within life, pensions and investment business related to the work carried out
- Understand how to underwrite straightforward alterations to life, pensions and investment contracts
- Be able to make sure that information supplied by customers in support of a proposed alteration is sufficient and accurate enough for underwriting to take place
- Be able to decide if the proposed alteration to a life, pension or investment contract can be accepted
- Be able to inform the customer of the outcome regarding a proposed alteration to a life, pension or investment contract
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements
60
Underwriting straightforward new risks
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within the insurance industry related to the work carried out
- Understand the details of general insurance policies
- Be able to identify the nature and level of straightforward new risks.
- Be able to underwrite the risk following industry and organisational processes.
- Be able to keep accurate and complete records.
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements
61
Underwriting straightforward policy alterations
Verified
Key Learning Objectives:
- Understand the roles and responsibilities of the various parties within the insurance industry related to the work carried out
- Understand the details of general insurance policies
- Be able to identify the nature and level of straightforward policy alterations
- Be able to provide details of the decision to the customer
- Be able to keep accurate records and complete records
- Understand the requirements of all codes, laws and regulatory requirements
- Be able to comply with all codes, laws and regulatory requirements
Regulatory & Verification Details
- Qualification Number (QN)
- 600/1752/1
- Regulated Status
- Available to learners
- Awarding Body
- City & Guilds
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- May 2011
- Operational End
- Dec 2026