It's testing time again.Three tasks will test your skills at helping customers to deal with proposal details and expectations of policy cover
It is rather interesting to read the FSA handbook as it relates to Training and Competence.It is very non-prescriptive and the underlying theme is that all staff must be competent to do their jobs on an ongoing basis and that there must be appropriate supervision and monitoring of regulated activities.What is also interesting is that in TC2 2.4.7 the FSA gives specific guidance as follows: "A firm should use methods of assessment that are appropriate to the activity and the employee's role".Over the last two months, Kate Foreman has produced a splendid series of DIY-type articles. Taking that theme a little further, this month's MOT is based on DIY principles.One question that you all have to ask yourselves is, in the absence of formal competence assessment and training and competence schemes, how have brokers become competent over the last 200 years?The answer is on-the-job coaching, training, learning and mentoring. Much of it has been unstructured and pretty well all has been unrecorded. So this week, we are going to present three tasks and the aim is for you to work individually or in groups to come up with some answers.Each will be appropriate to the activity and role of an employee.
Task 1Create a list of things that might not meet customer's expectations, for example, having a claim turned down.
Task 2On the basis that part of an employee's role is to assist a customer to complete a proposal form create a list of circumstances which could lead to the customer being at risk arising from this process. An example would be inserting an incorrect description of a business.
Task 3For each of the circumstances that you list in Task 2 create a guidance note that can act as an aide memoire for staff in the future.The aide memoire should be split into three sections:1. The circumstance.2. The risk to the customer.3. A guidance note.
Using this CPD pageFor the vast majority of practitioners and indeed support and supervisory staff in our industry, CPD is about regular learning and study that is planned, recorded, timed and evaluated. If you are a member of a professional body with a CPD requirement then there will be certain rules regarding the quality and nature of study material, and the way in which it is recorded.For staff of GISC members this means recording on your individual training file what the learning was, who provided it and when.It might be structured, such as a course, a learning programme or exam study. But it can be unstructured. This form of study encompasses reading the trade press, technical material or taking part in activities to support your professional body. Some CPD requirements are points related (a little antiquated) and others require a time value to be allocated. For example, it might take one hour to read Insurance Times each week. Most of that could be put as a time value but, in reality, perhaps only an half hour was devoted to learning something. The rule is to be honest with yourself and record the time that is relevant. Always take time to make a note of what you felt you gained from the activity. This is useful information for anyone else considering the same activity.In response to the popularity of our CPD programme each week's CPD page can now be downloaded from our website. We will be preparing a binder for you to keep these in alongside the results of the exercises.