City & Guilds

Level 3

QN: 600/1639/5

Curriculum Active

City & Guilds Level 3 Certificate In Providing Financial Services

Official qualification regulated by Ofqual, awarded by City & Guilds. Classified as a Vocationally-Related Qualification. Total guided learning hours: 3096 hours.

Qualification Level

Level 3

Awarding Body

City & Guilds

Syllabus Units

111 Units

Guided Hours

3096 hrs

Instant access to interactive lessons, quizzes, and spaced revision.

Course Syllabus & Study Modules

Complete breakdown of verified curriculum topics and learning objectives.

Appraising and authorising applications for personal financing and credit facilities

Verified

Key Learning Objectives:

Be able to assess applications for personal financing and/or credit facilities
Be able to apply the decision-making process and communicate decisions to customers
Be able to activate the facility
Be able to comply with all codes, laws and regulatory requirements

Appraising applications for business financing and credit facilities

Verified

Key Learning Objectives:

Be able to prepare to assess applications for business financing and/or credit facilities
Be able to assess applications for business financing and/or credit applications
Be able to apply the decision-making process and communicate decisions to customers
Be able to understand and comply with regulatory requirements for appraising and authorising business applications for financing and/or credit facilities

Arranging insurance cover on behalf of clients

Verified

Key Learning Objectives:

Be able to effect insurance cover
Be able to provide evidence of cover and contract documentation
Be able to keep accurate and complete records
Be able to act within personal authority limits
Be able to comply with internal policies and procedures
Be able to comply with external requirements and regulations

Arranging the settlement of investment transactions

Verified

Key Learning Objectives:

Be able to reconcile investment instructions
Be able to process settlements.
Be able to process registrations on behalf of the investor.
Be able to provide information about settlements and registrations.
Be able to work within internal procedures
Be able to comply with external requirements and regulations

Assessing and using complex financial information to reconcile accounts

Verified

Key Learning Objectives:

Be able to assess complex financial information
Be able to deal with and re
solve complex queries
Be able to comply with all codes, laws and regulatory requirements

Assessing the needs of clients and preparing London Market presentations

Verified

Key Learning Objectives:

Be able to identify client needs
Be able to collate information to present risks to the market
Be able to obtain market quotations
Be able to act within personal authority limits
Be able to comply with internal policies and procedures
Be able to comply with external requirements and regulations

Authorising 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 authorise requests for payment against life, pensions and investment contracts
Understand the importance of customer services in the financial services industry
Be able to check if requests for payment under a life, pension or investment contract have been correctly processed
Be able to take appropriate action following checks made on the processing of a request for payment under 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

Authorising the underwriting of 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 the features and benefits provided by life, pensions and investment products
Understand how to authorise the underwriting of life, pensions and investment contracts
Understand internal company procedures and policies for working with customers and customer information
Be able to check if the initial underwriting decision for a new business application, or a proposed alteration to a life, pension or investment contract has been correctly made
Understand the requirements of all codes, laws and regulatory requirements
Be able to comply with all codes, laws and regulatory requirements.

Calculating and issuing Cash Equivalent Transfer Value CETV

Verified

Key Learning Objectives:

Be able to interpret and apply pension scheme rules in the event of a Cash Equivalent Transfer Value (CETV)
Be able to obtain and verify appropriate valid documentation
Know how to process pension sharing and ‘earmarking’ on divorce
Be able to calculate Cash Equivalent Transfer Value (CETV)
Be able to provide the correct calculated Cash Equivalent Transfer Value (CETV) to the appropriate person
Understand the relevant legal, industry and organisational requirements relevant to calculating and issuing Cash Equivalent Transfer Value (CETV)

Calculating and Quoting Pension Scheme Death Benefits

Verified

Key Learning Objectives:

Be able to interpret and apply pension scheme rules in the event of a death notification
Be able to determine benefits payable based on member records, scheme rules and legislation
Be able to interpret and apply statutory requirements and legislation following a death notification
Be able to quote benefits which match death benefit calculations in line with scheme, organisational and statutory requirements

Calculating and Quoting Pension Scheme Early Leavers Notifications

Verified

Key Learning Objectives:

Be able to interpret and apply pension scheme rules in the event of a leaver notification
Be able to determine benefits payable based on member records, scheme rules and legislation
Be able to accurately calculate the pension scheme early leaver notification
Be able to quote benefits which match leaver benefit calculations in line with scheme, organisational and statutory requirements

Calculating and quoting pension scheme retirement benefits

Verified

Key Learning Objectives:

Be able to interpret and apply pension scheme rules in the event of a leaver notification
Be able to check that member’s details received are acceptable and complete under legislative and scheme rules
Be able to calculate members’ benefits and the circumstances under which benefits may need to be recalculated
Be able to quote benefits which match retirement benefit calculations in line with scheme, organisational and statutory requirements
Be able to provide an accurate quote on retirement benefits which match retirement benefit calculations in line with scheme, organisational and statutory requirements

Carrying out initial assessment and investigating complex 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 the information required to process a claim, including organisational procedures
Be able to assess whether the claim is valid
Be able to obtain and investigate additional information required to accept or decline a claim
Be able to communicate with customers and others 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

Charging and controlling securities for financing

Verified

Key Learning Objectives:

Be able to assign and/or deposit securities
Be able to monitor securities for financing
Be able to release securities assigned and/or deposited for financing
Be able to understand and comply with legislation and regulation relating to charging and controlling securities for financing

Collating and analysing statistical insurance data

Verified

Key Learning Objectives:

Be able to collate and prepare reports and data
Be able to analyse insurance data
Be able to keep accurate records
Be able to act within personal authority limits
Be able to comply with internal policies and procedures
Be able to comply with external requirements and regulations

Completing reports for mortgage and/or financial planning clients

Verified

Key Learning Objectives:

Be able to prepare and produce reports with mortgage advisers or financial planners
Be able to create reports and produce client valuations
Be able to comply with relevant codes, laws and regulatory requirements

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

Contributing to the development and launch of new products and/or services

Verified

Key Learning Objectives:

Understand the product development process
Be able to contribute to the product and/or service development and launch process

Creating and processing pension scheme new entrant records

Verified

Key Learning Objectives:

Know the details of the specific pension scheme that are worked with
Be able to create and process new pension scheme records within required timescales
Be able to inform new members of their pensionable status
Understand the relevant legal, industry and organisational requirements relevant to processing applications for pension scheme benefit

Dealing with complaints relating to financial services products and /or services

Verified

Key Learning Objectives:

Be able to acknowledge and investigate complaints relating to financial services products and/or services.
Be able to keep the complainant informed of the progress and outcome of complaints about financial services products and/or services.
Be able to keep accurate and complete records of complaints about financial services products and/or services.
Be able to recommend changes to the organisation’s procedures for handling complaints about financial services products and/or services.
Be able to work within internal procedures
Be able to comply with external requirements and regulations

Dealing with complex 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 complex claims for insured losses
Be able to obtain information required to progress a complex claim
Be able to help customers and insurers to deal with the claim
Be able to negotiate complex 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

Dealing with complex 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 the roles and functions of other parties involved in claims
Be able to obtain and evaluate information required to progress a complex claim for uninsured losses
Be able to communicate with interested parties to organisational standards and timescales
Be able to negotiate complex 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

Dealing with pension scheme complaints and disputes

Verified

Key Learning Objectives:

Be able to process complaint/dispute
Be able to determine nature and level of complaint/dispute
Be able to investigate the complaint/dispute
Be able to complete the complaint process
Know how to re
solve pension scheme complaints and disputes

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.

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.

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.

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.

Debt Collection Operations Management Practice

Verified

Key Learning Objectives:

Be able to maintain effective debt collection processes.
Be able to train and support employees.
Be able to implement improvements following a review of processes.

Debt Collection Operations Management Principles

Verified

Key Learning Objectives:

Understand how to maintain effective debt collection processes.
Understand how to train and support employees.
Understand how to review debt collection processes and implement improvements.

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.

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.

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.

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.

Developing and implementing sales call plans

Verified

Key Learning Objectives:

Be able to develop a sales call plan
Be able to undertake a sales call

Developing and maintaining business relations with financial services’ introducers

Verified

Key Learning Objectives:

Understand how and be able to identify new introducers
Be able to agree and monitor business with introducers
Be able to comply with industry and organisational requirements

Developing productive working relationships with colleagues

Verified

Key Learning Objectives:

Understand how to develop productive working relationships with colleagues
Be able to manage good working relationships with colleagues
Be able to communicate effectively with colleagues

Effecting amendments or renewals to existing insurance contracts

Verified

Key Learning Objectives:

Be able to collate information needed to place amendments or renewals
Be able to obtain amended terms in relation to amendments or renewals
Be able to effect cover in relation to amendments or renewals
Be able to keep accurate and complete records
Be able to act within personal authority limits
Be able to comply with internal policies and procedures
Be able to comply with external requirements and regulations

Ensure compliance with legal, regulatory, ethical and social requirements

Verified

Key Learning Objectives:

Be able to monitor the operational compliance of procedures in meeting legal, regulatory, ethical and social requirements.
Be able to identify and make recommendations on areas of non-compliance with procedures for legal, regulatory, ethical and social requirements relating to own area of responsibility.

Establishing and maintaining investor details and records

Verified

Key Learning Objectives:

Be able to obtain and clarify the information needed to establish and/or maintain investor records.
Be able to process the information received.
Be able to provide the investor with information about their records.
Be able to keep accurate and complete records.
Be able to act within personal authority levels
Be able to work within internal procedures
Be able to comply with external requirements and regulations

Establishing the price of assets and/or investments

Verified

Key Learning Objectives:

Be able to collate information relating to the value of assets and/or investments
Be able to evaluate information relating to the value of assets and/or investments
Be able to present information about the price of assets and/or investments.
Be able to work within internal procedures
Be able to comply with external requirements and regulations

Establishing, monitoring and maintaining bank or building society accounts for customers

Verified

Key Learning Objectives:

Be able to set up accurate customer account records and store them securely
Be able to deal with requests for the transfer of funds
Be able to maintain and monitor customers’ accounts
Be able to monitor and comply with all codes, laws and regulatory requirements

Evaluating insurance products and services

Verified

Key Learning Objectives:

Understand company structures and responsibilities
Understand the structure of the market for general insurance business and the roles and responsibilities of the various parties within it related to job role
Understand the details of general insurance policies.
Be able to evaluate products or services offered by the employing firm and compare them with others available in the market and with the needs of customers
Be able to prepare recommendations for improving products or service offered by the company, and present these to the appropriate person.
Understand the requirements of all codes, laws and regulatory requirements
Be able to comply with all codes, laws and regulatory requirements

Evaluating risk as an insurance intermediary and advise other intermediaries

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 processes for working with other intermediaries
Be able to evaluate a risk to be placed on behalf of a retail intermediary
Be able to advise retail intermediaries regarding risks to be placed on their behalf
Understand the requirements of all codes, laws and regulatory requirements
Be able to comply with all codes, laws and regulatory requirements

Facilitating an administrative service for mortgage and/or financial planning clients

Verified

Key Learning Objectives:

Be able to deal with complex requests for information from clients and colleagues
Be able to collate information required to prepare quotations and illustrations for complex mortgage and/or other complex financial planning products
Be able to assist mortgage advisers or financial planners prepare for client meetings
Be able to monitor the flow of business and appointments and identify priorities for further action
Be able to undertake general administrative duties relating to dealing with mortgage and/or financial planning clients
Be able to comply with codes, laws and regulatory requirements

Improve the customer relationship

Verified

Key Learning Objectives:

improve communication with their customers, balance the needs of their customer and their organisation, exceed customer expectations to develop the relationship
understand how to improve the customer relationship

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

Investigating arrears and recovering debts

Verified

Key Learning Objectives:

Be able to investigate identified problems with customer payments which may impact on their accounts
Be able to communicate with customers when investigating the source of problems with their accounts
Be able to effect solutions that are acceptable to both customers and the organisation
Be able to understand and comply with legislation and regulation relating to investigating arrears and recovering debts

Lead a team to improve customer service

Verified

Key Learning Objectives:

plan and organise the work of a team, provide support for team members
review performance of team members
understand how to lead a team to improve customer service

Maintaining the custody of assets on behalf of the investor

Verified

Key Learning Objectives:

Be able to arrange for the transfer of assets.
Be able to maintain records of assets held on behalf of the investor.
Be able to re
solve errors discrepancies in records and transactions.
Be able to provide information to investors about their asset records.
Be able to act within personal authority levels
Be able to work within internal procedures
Be able to comply with external requirements and regulations

Managing branch counter services

Verified

Key Learning Objectives:

Be able to make sure all counters are prepared for service
Be able to monitor counter service ensuring effective delivery
Be able to make sure all counters are closed according to organisation procedures
Be able to monitor and comply with all codes, laws and regulatory requirements

Managing the business relationship with clients in a financial services environment

Verified

Key Learning Objectives:

Be able to prepare to offer excellent customer service to clients
Be able to manage client needs and expectations
Be able to maintain excellent customer service for clients
Be able to deal with feedback from customers about financial services products and or services
Be able to comply with internal and external procedures and regulations

Managing the quality of decisions to offer financing and credit facilities

Verified

Key Learning Objectives:

Be able to gather the information necessary to carry out the review and/or authorise decisions to offer financing and credit facilities
Be able to analyse and establish the level of risk presented by applications for financing and/or credit facilities
Be able to check that security is in place for financing and/or credit facilities, according to organisational guidelines
Be able to authorise and/or approve applications within mandated authority

Measuring the performance of investments

Verified

Key Learning Objectives:

Be able to obtain information relating to fund or account performance.
Be able to analyse information relating to fund or account performance.
Be able to present information about the performance of investments.
Be able to work within internal procedures
Be able to comply with external requirements and regulations

Monitor and solve customer service problems

Verified

Key Learning Objectives:

solve immediate customer service problems
identify repeated customer service problems and options for solving them, take action to avoid the repetition of customer service problems
understand how to monitor and solve customer service problems

Monitoring and reviewing financing and credit facilities

Verified

Key Learning Objectives:

Be able to gather information required for reviewing customer accounts for financing and credit facilities
Be able to analyse account activities and recognise potential problems
Be able to investigate factors affecting customers’ ability to maintain payments
Be able to initiate action required following monitoring and review of customer accounts
Be able to understand and comply with regulatory requirements for monitoring and reviewing accounts

Monitoring own performance in placing risks or handling claims against key performance indicators

Verified

Key Learning Objectives:

Be able to analyse own performance in placing risks or handing claims
Be able to communicate with others effectively
Be able to manage own performance
Be able to maintain effective relationships
Be able to comply with internal policies and procedures
Be able to comply with external requirements and regulations

Monitoring own underwriting performance against key performance indicators

Verified

Key Learning Objectives:

Be able to manage own underwriting performance
Be able to communicate with others effectively
Be able to maintain effective relationships
Be able to comply with internal policies and procedures
Be able to comply with external requirements and regulations

Monitoring the workflow in a financial services environment

Verified

Key Learning Objectives:

Be able to manage outstanding work items
Be able to monitor and manage the workflow
Be able to recommend process improvements
Be able to keep accurate and complete records
Be able to act within personal authority limits
Be able to comply with internal policies and procedures
Be able to comply with external requirements and regulations

Negotiating quotations and insurance cover on behalf of clients

Verified

Key Learning Objectives:

Be able to identify client needs
Be able to present risks to the market
Be able to obtain market quotations
Be able to act within personal authority limits
Be able to comply with internal policies and procedures
Be able to comply with external requirements and regulations

Operating credit control procedures

Verified

Key Learning Objectives:

Be able to identify non payment
Be able to take appropriate action with non payment
Be able to comply with all codes, laws and regulatory requirements

Operating payment by instalments

Verified

Key Learning Objectives:

Be able to arrange payment by instalments
Be able to monitor payments made by instalment
Be able to deal with failed payments
Be able to comply with all codes, laws and regulatory requirements

Organise the delivery of reliable customer service

Verified

Key Learning Objectives:

plan and organise the delivery of reliable customer service
review and maintain customer service delivery
use recording systems to maintain reliable customer service
understand how to organise the delivery of reliable customer service

Overseeing investment operation systems and processes

Verified

Key Learning Objectives:

Be able to monitor investment operations systems and processes.
Be able to re
solve problem areas relating to investment operations systems and processes.
Be able to recommend changes and improvements to investment operations systems and processes.
Be able to work within internal procedures
Be able to comply with external requirements and regulations

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.

Plan, allocate and monitor work in own area of responsibility

Verified

Key Learning Objectives:

Be able to produce a work plan for own area of responsibility.
Be able to allocate and agree responsibilities with team members.
Be able to monitor the progress and quality of work in own area of responsibility and provide feedback.
Be able to review and amend plans of work for own area of responsibility and communicate changes.

Plan, organise and control customer service operations

Verified

Key Learning Objectives:

plan customer service operations, supervise customer service operations, deal with problems relating to customer service operations
understand how to plan
organise and control customer service operations

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.

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.

Preparing and presenting information to stakeholders

Verified

Key Learning Objectives:

Be able to identify stakeholders’ information needs and obtain appropriate information
Be able to prepare and present information to stakeholders
Be able to deal with queries from stakeholders about the information provided
Be able to keep accurate and complete records
Be able to work within internal procedures
Be able to comply with external requirements and regulations

Preparing and presenting investment market information to stakeholders

Verified

Key Learning Objectives:

Be able to identify stakeholders’ information needs and obtain appropriate information.
Be able to prepare and present information to stakeholders.
Be able to deal with queries from stakeholders about the information provided.
Be able to keep accurate and complete records.
Be able to work within internal procedures
Be able to comply with external requirements and regulations

Preparing market presentations and obtain insurance quotations

Verified

Key Learning Objectives:

Be able to collate information relating to risks which require broking or re-broking
Be able to obtain and clarify quotations
Be able to communicate quotations to others
Be able to act within personal authority limits
Be able to comply with internal policies and procedures
Be able to comply with external requirements and regulations

Process customer service complaints

Verified

Key Learning Objectives:

recognise the signs that a query or problem is about to produce a complaint, deal with a complaint effectively
understand how to process customer service complaints

Processing and maintaining bilateral and / or syndicated loans

Verified

Key Learning Objectives:

Be able to obtain the information needed to process and/or maintain bilateral and/or syndicated loans
Be able to process the information received
Be able to process fees relating to bilateral and/or syndicated loans
Be able to act within personal authority levels
Be able to work within internal procedures

Processing applications for securing additional pension scheme benefit

Verified

Key Learning Objectives:

Be able to validate applications for pension scheme additional voluntary contributions
Be able to process applications for pension scheme additional voluntary contributions
Be able to update member details
Be able to make updates following application
Understand the relevant legal, industry and organisational requirements relevant to processing applications for pension scheme benefit

Processing complex 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
Understand how to calculate and handle payments
Be able to process requests for complex insurance cover
Be able to place complex new business with insurers
Be able to finalise complex insurance cover
Understand the requirements of all codes, laws and regulatory requirements
Be able to comply with all codes, laws and regulatory requirements

Processing complex insurance renewals

Verified

Key Learning Objectives:

Understand the roles and responsibilities of the various parties within the insurance industry related to the job role
Understand the details of general insurance policies.
Be able to review complex renewals.
Be able to deal with complex renewals requiring alteration to existing terms and conditions.
Be able to confirm or decline renewal for complex risks.
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.

Processing complex 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 complex insurance renewals as an intermediary
Understand the importance of customer service in the financial services industry
Be able to process complex renewals of insurance cover
Be able to arrange complex renewals
Be able to finalise complex renewals
Understand the requirements of all codes, laws and regulatory requirements
Be able to comply with all codes, laws and regulatory requirements

Processing complex mid-term insurance 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
Understand how to process complex mid-term insurance amendments
Be able to process complex mid-term amendments of insurance cover
Be able to arrange complex mid-term amendments with insurers
Be able to finalise complex 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

Processing complex policy documentation for new business

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 draft complex insurance policy documentation.
Be able to check and issue new business documentation.
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.

Processing complex 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 the features and benefits provided by life, pensions and investment products
Understand the process for dealing with requests for payment on life assurance, pension and investment products
Be able to decide if a requested payment against a life, pension or investment contract may be made, when the claim is not routine
Be able to authorise and calculate payment against a life, pension or investment contract, when the claim is not routine
Understand the requirements of all codes, laws and regulatory requirements
Be able to comply with all codes, laws and regulatory requirements

Processing corporate actions on behalf of investors

Verified

Key Learning Objectives:

Be able to provide information to investors about corporate actions.
Be able to monitor the processing of corporate actions.
Be able to process instructions from investors about corporate actions.
Be able to act within personal authority levels
Be able to work within internal procedures
Be able to comply with external requirements and regulations

Processing documentation for complex 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 and non-standard clauses, extensions and limitations for new and/or altered life, pensions and investment contracts
Be able to issue to customers documentation with non-standard wordings, extensions and limitations 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

Processing financial services sales support administration for agencies

Verified

Key Learning Objectives:

Understand how and be able to make sure the information received regarding new agency applications is sufficient and accurate
Understand how and be able to decide whether or not to accept the agency in line with organisational procedures
Be able to work within organisational procedures and legal and regulatory requirements

Processing instructions for complex mortgage and/or financial planning business

Verified

Key Learning Objectives:

Be able to process the client’s requests for complex mortgage and/or financial planning products once agreed
Be able to check that payments and documentation relating to complex mortgage and/or other financial products are processed
Be able to comply with relevant codes, laws and regulatory requirements

Processing Pension Scheme Death Benefits

Verified

Key Learning Objectives:

Know the details of the specific pension scheme that are worked with
Be able to validate applications for pension scheme death benefits
Be able to process applications for pension scheme death benefits
Be able to update member details
Understand the relevant legal, industry and organisational requirements relevant to processing applications for pension scheme benefit

Processing Pension Scheme Leavers Benefits

Verified

Key Learning Objectives:

Know the details of the specific pension scheme that are worked with
Be able to validate applications for pension scheme leavers benefits
Be able to determine requested options allowable based on member records, scheme rules and legislation
Be able to process pension scheme leavers benefits
Be able to update records
Understand the relevant legal, industry and organisational requirements relevant to processing applications for pension scheme benefit

Processing pension scheme retirement benefits

Verified

Key Learning Objectives:

Know the details of the specific pension scheme that are worked with
Be able to validate applications for pension scheme retirement benefits
Be able to arrange payment of retirement benefit
Be able to update member details
Understand the effect a member’s other pension benefits may have on their scheme benefits
Understand the relevant legal, industry and organisational requirements relevant to processing applications for pension scheme benefit

Processing pension scheme transfers

Verified

Key Learning Objectives:

Be able to interpret and apply pension scheme rules in the event of a transfer notification
Be able to calculate entitlements in accordance with scheme rules
Be able to inform members of their available options
Be able to process pension scheme rules in the event of a transfer
Understand the effect of changes in a member’s circumstances
Understand the relevant legal, industry and organisational requirements relevant to processing applications for pension scheme benefit

Processing the transfer of foreign currency

Verified

Key Learning Objectives:

Be able to identify and complete foreign currency transfer requirements within foreign exchange accounts
Be able to operate foreign exchange accounts
Be able to monitor and comply with all codes, laws and regulatory requirements

Processing Trades

Verified

Key Learning Objectives:

Be able to process electronic instructions.
Be able to process manual instructions
Be able to monitor the processing of instructions.
Be able to act within personal authority levels
Be able to work within internal procedures
Be able to comply with external requirements and regulations

Progressing and finalising applications for business financing and credit facilities

Verified

Key Learning Objectives:

Be able to evaluate information required to progress applications for business financing and/or credit facilities
Be able to approve applications for business financing and/or credit facilities
Be able to obtain written agreement and security for financing and/or credit facilities to business customers
Be able to activate the facility for business customers
Be able to understand and comply with legislation and regulation relating to progressing and finalising applications for financing and credit facilities

Progressing personal property financing applications

Verified

Key Learning Objectives:

Be able to gather information required to progress applications for personal property financing
Be able to evaluate and submit information required to progress applications for personal property financing
Be able to process applications for personal property financing and communicate with customers on progress
Be able to understand and comply with legislation and regulation relating to progressing applications for personal property financing

Provide leadership and direction for own area of responsibility

Verified

Key Learning Objectives:

Be able to lead in own area of responsibility.
Be able to provide direction and set objectives in own area of responsibility.
Be able to communicate the direction for own area of responsibility and collect feedback to inform improvement.
Be able to assess own leadership performance.

Providing callers with specialised assistance in a financial services environment

Verified

Key Learning Objectives:

Be able to identify and agree with the customer the required specialist assistance
Be able to provide caller with specialised assistance
Understand how and be able to communicate effectively to a caller within organisational procedures
Be able to work within organisational procedures and legal and regulatory requirements

Providing information on pension schemes on enquiry

Verified

Key Learning Objectives:

Be able to ascertain the enquirer’s status and the information required by them
Be able to provide information required by the enquirer in line with organisational procedures
Be able to comply with scheme and industry rules

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

Providing periodic pension scheme information

Verified

Key Learning Objectives:

Be able to create and update data accurately and timely
Be able to provide updated data to appropriate relevant parties

Reconciling investment market transactions

Verified

Key Learning Objectives:

Be able to reconcile transactions and account balances.
Be able to re
solve issues and problems identified during reconciliation.
Be able to provide information about reconciliations.
Be able to act within personal authority levels
Be able to work within internal procedures
Be able to comply external requirements and regulations

Recruit staff in own area of responsibility

Verified

Key Learning Objectives:

Be able to review human resource requirements to meet business objectives in own area of responsibility.
Understand the importance of ensuring that recruitment and selection processes meet legal, regulatory, ethical and social requirements.
Be able to participate in the recruitment and selection process.
Be able to evaluate the recruitment and selection process and identify improvements for the future.

100

Review underwriting decisions to accept 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
Understand how to underwrite review, alter and renew risks
Be able to obtain the required information to review quotations
Be able to review underwriting decisions
Understand the requirements of all codes, laws and regulatory requirements
Be able to comply with all codes, laws and regulatory requirements

101

Settling complex 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 complex insurance claims
Be able to obtain and provide 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 negotiate complex 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

102

Supervising mortgage and/or financial planning administrative systems and processes

Verified

Key Learning Objectives:

Be able to monitor administrative systems to make sure work output is effective
Be able to recognise and assess any shortfall in the understanding and competence of system users
Be able to specify and evaluate possible change to administrative systems and processes
Be able to prepare reports and statistical data on administrative systems and processes
Be able to check that administrative systems and processes are, and remain, compliant

103

Supervising the administration of retail financial products and services

Verified

Key Learning Objectives:

Be able to monitor information and take corrective action where necessary
Be able to monitor documentation and take appropriate corrective action where necessary
Be able to monitor and support staff
Be able to comply with all codes, laws and regulatory requirements

104

Support learning and development within own area of responsibility

Verified

Key Learning Objectives:

Be able to identify the learning needs of colleagues in own area of responsibility.
Understand how to develop a learning environment in own area of responsibility.
Be able to support colleagues in learning and its application.
Be able to evaluate learning outcomes and future learning and development of colleagues.

105

Underwriting amendments or renewals for existing insurance contracts

Verified

Key Learning Objectives:

Be able to collate information needed to underwrite amendments or renewals
Be able to underwrite amendments or renewals
Be able to inform all interested parties of underwriting decisions
Be able to keep accurate and complete records
Be able to act within personal authority limits
Be able to comply with internal policies and procedures
Be able to comply with external requirements and regulations

106

Underwriting complex 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 the features and benefits provided by life, pensions and investment products
Understand procedures for dealing with mid-term adjustments and cancellations to life assurance, pension and investment business
Be able to make sure that information supplied by customers in support of a proposed complex alteration is sufficient and accurate enough for underwriting to take place
Be able to decide if the proposed complex alteration to a life, pension or investment contract is acceptable
Be able to inform the customer of the outcome regarding a proposed complex 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.

107

Underwriting complex new life, pensions and investment business quotations

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 the features and benefits provided by life, pensions and investment products
Understand how to carry out underwriting of complex new life, pensions and investment business
Be able to make sure that information supplied in support of complex new business is sufficient and accurate enough for underwriting to take place
Be able to decide if the proposed complex new life, pensions and investment business is acceptable
Be able to inform the customer of the outcome regarding proposed complex new life, pensions and investment business
Understand the requirements of all codes, laws and regulatory requirements
Be able to comply with all codes, laws and regulatory requirements

108

Underwriting complex 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
Understand organisational procedures and the circumstances for granting cover
Be able to obtain the required information from the customer.
Be able to underwrite the risk following industry and organisational processes.
Be able to provide the customer with details of the underwriting decision.
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.

109

Underwriting complex 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
Understand organisational procedures and the circumstances for granting cover
Be able to obtain and clarify the required information to progress a complex policy alteration.
Be able to process the alteration.
Be able to provide details of decision.
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.

110

Updating and generating pension scheme members annual benefit statement

Verified

Key Learning Objectives:

Be able to update pension schemes
Be able to produce pension scheme members annual benefit statement

111

Use customer service as a competitive tool

Verified

Key Learning Objectives:

organise customer service to gain a competitive advantage, deliver a competitive service
understand how to use customer service as a competitive tool

Regulatory & Verification Details

Qualification Number (QN): 600/1639/5
Regulated Status: Available to learners
Awarding Body: City & Guilds
Qualification Type: Vocationally-Related Qualification
Operational Start: Apr 2011
Operational End: Dec 2026