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FNS40815_ FNSFMB402 Assessment 2 – Performance Answers
| FNSFMB402 Identify client needs for broking services | |
| Unit Description | This unit describes the skills and knowledge required to determine clients’ finance broking requirements and explain capabilities, legal and compliance related issues so clients are aware of their rights. |
| Learning Outcomes | By the end of this unit, students will be able to:
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Assessment information
You work as a trainee Complaints Officer with XYZ Financial Services Pty Ltd (XYZ).
As part of your training your supervisor has asked you to review a complaint and the subsequent actions arising from it.
Instructions to complete this assessment
In order to complete this assessment, you are required to complete the following sections consecutively. Details and specific instructions are provided within each section and on the form/templates provided.
Section 1 – Review Case Study Requirements
Download and review the Mr & Mrs Jones Case Study, located in the Assessment Resources folder.
Section 2 – Assess Complaint handling process
Now complete each of the following steps:
1. How could the franchisee and the lender have used effective communication skills to build rapport with clients Mr & Mrs Jones during the complaints process?
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2. Did the franchisee analyse the clients’ financial position according to accepted organisational and industry requirements? Explain your
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3. How could the lender change its company policy, with regards to disclosure, so that clients can rely on informed decisions?
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Reference ID: #getanswers2001033