qualification handbook biiab level 3 certificate in ... · pdf filebiiab level 3 certificate...

33
Version 2 © BIIAB January 2018 www.biiab.org Qualification Handbook BIIAB Level 3 Certificate In Providing Financial Services 601/6965/5 C00/0758/1

Upload: vunga

Post on 26-Mar-2018

222 views

Category:

Documents


1 download

TRANSCRIPT

Version 2 © BIIAB January 2018 www.biiab.org

Qualification Handbook

BIIAB Level 3 Certificate In Providing

Financial Services

601/6965/5

C00/0758/1

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © January 2018 www.biiab.org

Table of Contents

1. About the BIIAB Level 3 Certificate In Providing Financial Services

...................................................................................................... 1

2. About this pack .......................................................................... 1

3. BIIAB Customer Service .............................................................. 2

4. What are Rules of Combination (ROC)? ....................................... 2

5. BIIAB Level 3 Certificate In Providing Financial Services Rules of

Combination (ROC) and structure ................................................... 3

6. Age Restriction ......................................................................... 17

7. Entry Requirements and Progression ........................................ 17

8. Assessment .............................................................................. 18

9. Initial Assessment and Induction .............................................. 22

10. Delivery .................................................................................. 22

11. Resources ............................................................................... 23

12. Design and delivery ................................................................ 24

13. Format of Units ...................................................................... 25

14. Initial Registration .................................................................. 26

15. Mandatory Units .................................................................... 27

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 1 www.biiab.org

1. About the BIIAB Level 3 Certificate In Providing Financial Services

BIIAB is regulated to deliver this qualification by Ofqual in England and Northern Ireland, and

Qualifications Wales in Wales. The qualification has a unique Qualification Number (QN) which is

shown below. Each unit within the qualification will also have a regulatory Unit Reference Number

(URN).

The QN code will be displayed on the final certificate for the qualification.

Qualification title Qualification Number (QN)

Qualifications Wales Approval/Designation Number

BIIAB Level 3 Certificate In Providing Financial

Services

601/6965/5 C00/0758/1

The BIIAB Level 3 Certificate In Providing Financial Services has been designed to allow learners to

obtain and then demonstrate the skills required to work effectively and flexibly with the financial

industry.

2. About this pack

This support pack has been developed to provide guidance for learners, assessors and verifiers

undertaking, delivering, or quality assuring this qualification.

The purpose of the support pack is to provide the majority of the key information that may be

needed to prepare for, and help support, the successful delivery of the qualification, in one place.

If this pack is updated, centres will be notified via the BIIAB monthly newsletter which goes to

approved centres.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 2 www.biiab.org

3. BIIAB Customer Service

BIIAB is committed to giving the highest possible levels of customer service. The BIIAB’s Service

Level Agreement is available via www.biiab.org.

Our Customer Service team can be contacted between the hours of 0900 and 1700 Monday to

Friday by using the contact details below, or outside those hours by leaving a message on our

voicemail service.

Customer Service Contact Details:

Phone: 01276 684449

Email: [email protected]

Our Customer Service team will be happy to assist with any administration-related enquiries you

may have. For example:

registration and certification enquiries

re-certification issues

Centres available in the local area

appeals

whistleblowing.

4. What are Rules of Combination (ROC)?

Under the Regulatory Framework qualifications can be made up of a combination of mandatory

and/or optional units. The units and credits required to complete a qualification are set out by the

rules of combination (RoC). The RoC allows for flexibility and transferability.

The ROC will specify:

The total credit value of the qualification

The amount of credit that must be achieved within specific groupings of units (e.g.

Mandatory, Optional Unit, and Optional groups)

The minimum credit which must be achieved at the level or above the level of the qualification

The Total Qualification Time (TQT)

The title, Unit Regulation Number and BIIAB Unit number for each unit, alongside its level,

credit, and Guided Learning Hours (GLH)

Any barred units (units that cannot be taken together as part of the qualification).

When choosing the appropriate route for a learner or group of learners, it is the responsibility of the centre to ensure the rules of combination are adhered to.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 3 www.biiab.org

5. BIIAB Level 3 Certificate In Providing Financial Services Rules of Combination (ROC) and structure To achieve the BIIAB Level 3 Certificate In Providing Financial Services learners must gain a total of 31 credits. This must consist of:

Minimum total credit: 31

Mandatory group M minimum credit: 16

Remaining optional minimum credit: 15. This must consist of:

o Optional group O minimum credit: 9 (which must be a unit not achieved from any

other group)

o Optional groups PG (path gateway) minimum credit: 6

A minimum of 6 credits must come from one Group labelled A-G, or I

OR

A minimum of 7 credits must come from at least 2 sub-groups labelled H1 – H7

A minimum of 16 credits must be achieved through the completion of units at Level 3 and

above.

GLH: 154

TQT: 310

The qualification has been developed based upon industry feedback as to the fundamental skills

required to work in the sector at the level. Listed below are the qualification units.

Mandatory Group M Unit no URN Unit Title Credit Level GLH Assessment

method

FS140 J/602/5477 Complying with regulations within the

financial services environment

6 2 52 Portfolio

FS2 K/602/5472 Improving and maintaining workplace

competence in a financial services

environment

4 2 33 Portfolio

FS141 F/602/5476 Developing productive working

relationships with colleagues

6 3 48 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 4 www.biiab.org

Optional Group O

Unit no URN Unit Title Credit Level GLH Assessment

method

CFAQ72 Y/601/1230 Organise the delivery of reliable customer

service

6 3 40 Portfolio

FS4 A/601/1236 Plan, organise and control customer

service operations

10 4 67 Portfolio

ICR H/601/1232 Improve the customer relationship 7 3 47 Portfolio

FS5 R/602/5482 Providing callers with specialised

assistance in a financial services

environment

4 3 15 Portfolio

MSCSP J/601/1515 Monitor and solve customer service

problems

6 3 40 Portfolio

CFAQ45 D/601/1522 Process customer service complaints 6 3 40 Portfolio

CFAQ73 H/601/1568 Lead a team to improve customer service 7 3 47 Portfolio

FS6 D/601/1228 Use customer service as a competitive

tool

8 3 53 Portfolio

MS79 M/600/9676 Support learning and development within

own area of responsibility

5 4 25 Portfolio

IQA3 H/600/9674 Plan, allocate and monitor work in own

area of responsibility

5 4 25 Portfolio

FS7 T/600/9663 Recruit staff in own area of responsibility 4 5 25 Portfolio

FS8 T/600/9601 Provide leadership and direction for own

area of responsibility

5 4 30 Portfolio

ERS4 H/600/9609 Ensure compliance with legal, regulatory,

ethical and social requirements

5 4 25 Portfolio

FS9 D/602/5498 Developing and maintaining business

relations with financial services’

introducers

4 3 15 Portfolio

FS10 H/602/5499 Processing financial services sales support

administration for agencies

4 3 15 Portfolio

FS11 L/601/8319 Providing information to customers in a

financial services environment

4 2 9 Portfolio

FS12 T/601/8718 Dealing with complaints relating to

financial services products and /or

services

8 3 68 Portfolio

FS13 R/601/8290 Managing the business relationship with

clients in a financial services environment

4 3 18 Portfolio

FS14 M/601/8264 Establishing, monitoring and maintaining

bank or building society accounts for

customers

5 3 4 Portfolio

FS15 Y/601/8257 Managing branch counter services 5 3 6 Portfolio

FS16 F/601/8284 Supervising the administration of retail

financial products and services

5 3 16 Portfolio

FS17 J/601/8318 Processing the transfer of foreign

currency

5 3 14 Portfolio

FS18 K/601/8473 Settling complex insurance claims 5 3 30 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 5 www.biiab.org

FS19 T/601/8346 Underwriting complex new risks 5 3 30 Portfolio

FS20 K/601/8358 Processing complex policy documentation

for new business

5 3 30 Portfolio

FS21 M/601/8362 Underwriting complex policy alterations 5 3 30 Portfolio

FS22 A/601/8364 Processing complex insurance renewals 5 3 30 Portfolio

FS23 H/601/8374 Review underwriting decisions to accept

risks

5 3 30 Portfolio

FS24 A/601/8557 Evaluating insurance products and

services

5 3 27 Portfolio

FS25 M/601/8555 Processing complex insurance business as

an intermediary

5 3 27 Portfolio

FS26 Y/601/8517 Processing complex insurance renewals

as an intermediary

5 3 27 Portfolio

FS27 J/601/8528 Processing complex mid-term insurance

amendments

5 3 27 Portfolio

FS28 M/601/8488 Evaluating risk as an insurance

intermediary and advise other

intermediaries

5 3 26 Portfolio

FS29 T/601/8461 Dealing with complex claims for

uninsured losses

5 3 30 Portfolio

FS30 Y/601/8470 Dealing with complex claims for insured

losses

5 3 30 Portfolio

FS31 H/601/8472 Carrying out initial assessment and

investigating complex insurance claims

5 3 30 Portfolio

FS32 H/601/8701 Preparing and presenting investment

market information to stakeholders

8 3 68 Portfolio

FS33 K/601/8702 Establishing and maintaining investor

details and records

8 3 68 Portfolio

FS34 M/601/8703 Reconciling investment market

transactions

8 3 68 Portfolio

FS35 T/601/8704 Maintaining the custody of assets on

behalf of the investor

8 3 68 Portfolio

FS36 A/601/8705 Arranging the settlement of investment

transactions

8 3 68 Portfolio

FS37 F/601/8706 Measuring the performance of

investments

8 3 68 Portfolio

FS38 J/601/8707 Establishing the price of assets and/or

investments

8 3 68 Portfolio

FS39 L/601/8708 Overseeing investment operation systems

and processes

8 3 68 Portfolio

FS40 R/601/8709 Processing Trades 8 3 68 Portfolio

FS41 K/601/8716 Processing corporate actions on behalf of

investors

8 3 68 Portfolio

FS42 A/601/8736 Authorising requests for payment against

life, pensions and investment contracts

5 3 26 Portfolio

FS43 F/601/8740 Authorising the underwriting of life,

pensions and investment contracts

5 3 26 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 6 www.biiab.org

FS44 R/601/8791 Processing complex requests for payment

against life, pensions and investment

contracts

5 3 28 Portfolio

FS45 H/601/8746 Underwriting complex new life, pensions

and investment business quotations

5 3 28 Portfolio

FS46 L/601/8790 Underwriting complex alterations to life,

pensions and investment contracts

5 3 28 Portfolio

FS47 Y/601/8744 Processing documentation for complex

life, pensions and investment contracts

5 3 26 Portfolio

FS48 Y/602/5418 Appraising and authorising applications

for personal financing and credit facilities

4 3 11 Portfolio

FS49 D/602/5419 Progressing personal property financing

applications

3 3 8 Portfolio

FS50 R/602/5420 Charging and controlling securities for

financing

3 3 9 Portfolio

FS51 Y/602/5421 Appraising applications for business

financing and credit facilities

4 3 9 Portfolio

FS52 H/602/5423 Progressing and finalising applications for

business financing and credit facilities

4 3 13 Portfolio

FS53 M/602/5425 Monitoring and reviewing financing and

credit facilities

4 3 13 Portfolio

FS54 A/602/5427 Managing the quality of decisions to offer

financing and credit facilities

4 3 10 Portfolio

FS55 A/602/5430 Investigating arrears and recovering

debts

4 3 13 Portfolio

FS56 K/602/5410 Facilitating an administrative service for

mortgage and/or financial planning

clients

5 3 12 Portfolio

FS57 A/602/5413 Processing instructions for complex

mortgage and/or financial planning

business

4 3 10 Portfolio

FS58 F/602/5414 Completing reports for mortgage and/or

financial planning clients

4 3 11 Portfolio

FS59 J/602/5415 Supervising mortgage and/or financial

planning administrative systems and

processes

6 3 12 Portfolio

FS60 K/601/2706 Preparation for Debt Collection Principles 2 3 10 Portfolio

FS61 F/601/2727 Preparation for Debt Collection Practice 3 3 15 Portfolio

FS62 T/601/2711 Debt Collection Negotiations Principles 3 3 15 Portfolio

FS63 J/601/2731 Debt Collection Negotiations Practice 4 3 20 Portfolio

FS64 F/601/2713 Debtor Call Handling Principles 2 3 10 Portfolio

FS65 Y/601/2734 Debtor Call Handling Practice 3 3 15 Portfolio

FS66 L/601/2715 Debt Collection Case Management

Principles _pre legal_

4 3 20 Portfolio

FS67 H/601/2736 Debt Collection Case Management

Practice _pre legal_

4 3 20 Portfolio

FS68 Y/601/2717 Payment Processing Principles 1 3 5 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 7 www.biiab.org

FS69 M/601/2738 Debt Repayment Monitoring Practice 4 3 20 Portfolio

FS70 K/601/2740 Debt Collection Operations Management

Practice

6 3 30 Portfolio

FS71 Y/601/2720 Debt Collection Operations Management

Principles

4 3 20 Portfolio

FS72 H/601/2719 Debt Repayment Monitoring Principles 3 3 15 Portfolio

MS70 D/502/8634 Developing and implementing sales call

plans

3 3 22 Portfolio

CFAQ71 A/502/8639 Contributing to the development and

launch of new products and/or services

4 3 26 Portfolio

FS73 M/503/0517 Calculating and issuing Cash Equivalent

Transfer Value CETV

5 3 15 Portfolio

FS74 H/503/0515 Calculating and Quoting Pension Scheme

Death Benefits

5 3 20 Portfolio

FS75 F/503/0506 Calculating and Quoting Pension Scheme

Early Leavers Notifications

5 3 20 Portfolio

FS76 L/503/0508 Calculating and quoting pension scheme

retirement benefits

5 3 20 Portfolio

FS77 A/503/0519 Dealing with pension scheme complaints

and disputes

5 3 15 Portfolio

FS78 R/503/0512 Processing Pension Scheme Death

Benefits

5 3 20 Portfolio

FS79 T/503/0504 Processing Pension Scheme Leavers

Benefits

5 3 15 Portfolio

FS80 J/503/0510 Processing pension scheme retirement

benefits

5 3 15 Portfolio

FS81 F/503/0523 Providing periodic pension scheme

information

5 3 15 Portfolio

FS82 A/503/0522 Updating and generating pension scheme

members annual benefit statement

5 3 15 Portfolio

FS83 Y/503/0513 Processing pension scheme transfers 5 4 15 Portfolio

FS84 D/503/0495 Creating and processing pension scheme

new entrant records

5 3 10 Portfolio

FS85 M/503/0503 Processing applications for securing

additional pension scheme benefit

5 2 15 Portfolio

FS92 T/503/0521 Providing information on pension

schemes on enquiry

5 2 10 Portfolio

FS86 R/503/1126 Processing and maintaining bilateral and /

or syndicated loans

8 3 68 Portfolio

FS87 J/503/1124 Preparing and presenting information to

stakeholders

8 3 65 Portfolio

FS88 K/601/2737 Payment Processing Practice 1 2 5 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 8 www.biiab.org

Optional Groups PG

Group A: Bank and building society accounts

Unit no URN Unit Title Credit Level GLH Assessment

method

FS11 L/601/8319 Providing information to customers in a

financial services environment

4 2 9 Portfolio

FS13 R/601/8290 Managing the business relationship with

clients in a financial services environment

4 3 18 Portfolio

FS14 M/601/8264 Establishing, monitoring and maintaining

bank or building society accounts for

customers

5 3 4 Portfolio

FS15 Y/601/8257 Managing branch counter services 5 3 6 Portfolio

FS16 F/601/8284 Supervising the administration of retail

financial products and services

5 3 16 Portfolio

FS17 J/601/8318 Processing the transfer of foreign

currency

5 3 14 Portfolio

FS12 T/601/8718 Dealing with complaints relating to

financial services products and /or

services

8 3 68 Portfolio

Group B: Customer payments for financial products and services

Unit no URN Unit Title Credit Level GLH Assessment

method

FS89 R/601/8323 Assessing and using complex financial

information to reconcile accounts

4 3 9 Portfolio

FS90 Y/601/8324 Operating credit control procedures 4 3 10 Portfolio

FS91 K/601/8330 Operating payment by instalments 4 3 10 Portfolio

FS11 L/601/8319 Providing information to customers in a

financial services environment

4 3 9 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 9 www.biiab.org

Group C: General insurance

Unit no URN Unit Title Credit Level GLH Assessment

method

FS11 L/601/8319 Providing information to customers in a

financial services environment

4 2 9 Portfolio

FS12 T/601/8718 Dealing with complaints relating to

financial services products and /or

services

8 3 68 Portfolio

FS18 K/601/8473 Settling complex insurance claims 5 3 30 Portfolio

FS19 T/601/8346 Underwriting complex new risks 5 3 30 Portfolio

FS20 K/601/8358 Processing complex policy documentation

for new business

5 3 30 Portfolio

FS21 M/601/8362 Underwriting complex policy alterations 5 3 30 Portfolio

FS22 A/601/8364 Processing complex insurance renewals 5 3 30 Portfolio

FS23 H/601/8374 Review underwriting decisions to accept

risks

5 3 30 Portfolio

FS24 A/601/8557 Evaluating insurance products and

services

5 3 27 Portfolio

FS25 M/601/8555 Processing complex insurance business as

an intermediary

5 3 27 Portfolio

FS26 Y/601/8517 Processing complex insurance renewals

as an intermediary

5 3 27 Portfolio

FS27 J/601/8528 Processing complex mid-term insurance

amendments

5 3 27 Portfolio

FS28 M/601/8488 Evaluating risk as an insurance

intermediary and advise other

intermediaries

5 3 26 Portfolio

FS29 T/601/8461 Dealing with complex claims for

uninsured losses

5 3 30 Portfolio

FS30 Y/601/8470 Dealing with complex claims for insured

losses

5 3 30 Portfolio

FS31 H/601/8472 Carrying out initial assessment and

investigating complex insurance claims

5 3 30 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 10 www.biiab.org

Group D: Investment operations

Unit no URN Unit Title Credit Level GLH Assessment

method

FS36 A/601/8705 Arranging the settlement of investment

transactions

8 3 68 Portfolio

FS12 T/601/8718 Dealing with complaints relating to

financial services products and /or

services

8 3 68 Portfolio

FS33 K/601/8702 Establishing and maintaining investor

details and records

8 3 68 Portfolio

FS38 J/601/8707 Establishing the price of assets and/or

investments

8 3 68 Portfolio

FS35 T/601/8704 Maintaining the custody of assets on

behalf of the investor

8 3 68 Portfolio

FS37 F/601/8706 Measuring the performance of

investments

8 3 68 Portfolio

FS39 L/601/8708 Overseeing investment operation systems

and processes

8 3 68 Portfolio

FS32 H/601/8701 Preparing and presenting investment

market information to stakeholders

8 3 68 Portfolio

FS41 K/601/8716 Processing corporate actions on behalf of

investors

8 3 68 Portfolio

FS40 R/601/8709 Processing Trades 8 3 68 Portfolio

FS34 M/601/8703 Reconciling investment market

transactions

8 3 68 Portfolio

FS13 R/601/8290 Managing the business relationship with

clients in a financial services environment

4 3 18 Portfolio

FS11 L/601/8319 Providing information to customers in a

financial services environment

4 2 9 Portfolio

FS87 J/503/1124 Preparing and presenting information to

stakeholders

8 3 65 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 11 www.biiab.org

Group E: Life, pensions and investments

Unit no URN Unit Title Credit Level GLH Assessment

method

FS11 L/601/8319 Providing information to customers in a

financial services environment

4 2 9 Portfolio

FS12 T/601/8718 Dealing with complaints relating to

financial services products and /or

services

8 3 68 Portfolio

FS13 R/601/8290 Managing the business relationship with

clients in a financial services environment

4 3 18 Portfolio

FS42 A/601/8736 Authorising requests for payment against

life, pensions and investment contracts

5 3 26 Portfolio

FS43 F/601/8740 Authorising the underwriting of life,

pensions and investment contracts

5 3 26 Portfolio

FS44 R/601/8791 Processing complex requests for payment

against life, pensions and investment

contracts

5 3 28 Portfolio

FS45 H/601/8746 Underwriting complex new life, pensions

and investment business quotations

5 3 28 Portfolio

FS46 L/601/8790 Underwriting complex alterations to life,

pensions and investment contracts

5 3 28 Portfolio

FS47 Y/601/8744 Processing documentation for complex

life, pensions and investment contracts

5 3 26 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 12 www.biiab.org

Group F: Financing and credit

Unit no URN Unit Title Credit Level GLH Assessment

method

FS48 Y/602/5418 Appraising and authorising applications

for personal financing and credit facilities

4 3 11 Portfolio

FS51 Y/602/5421 Appraising applications for business

financing and credit facilities

4 3 9 Portfolio

FS50 R/602/5420 Charging and controlling securities for

financing

3 3 9 Portfolio

FS55 A/602/5430 Investigating arrears and recovering

debts

4 3 13 Portfolio

FS54 A/602/5427 Managing the quality of decisions to offer

financing and credit facilities

4 3 10 Portfolio

FS53 M/602/5425 Monitoring and reviewing financing and

credit facilities

4 3 13 Portfolio

FS52 H/602/5423 Progressing and finalising applications for

business financing and credit facilities

4 3 13 Portfolio

FS49 D/602/5419 Progressing personal property financing

applications

3 3 8 Portfolio

FS11 L/601/8319 Providing information to customers in a

financial services environment

4 3 9 Portfolio

FS12 T/601/8718 Dealing with complaints relating to

financial services products and /or

services

8 3 68 Portfolio

FS87 J/503/1124 Preparing and presenting information to

stakeholders

8 3 65 Portfolio

FS86 R/503/1126 Processing and maintaining bilateral and /

or syndicated loans

8 3 68 Portfolio

FS13 R/601/8290 Managing the business relationship with

clients in a financial services environment

4 3 18 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 13 www.biiab.org

Group G: Administration for financial planning and/or mortgage intermediaries

Unit no URN Unit Title Credit Level GLH Assessment

method

FS58 F/602/5414 Completing reports for mortgage and/or

financial planning clients

4 3 11 Portfolio

FS56 K/602/5410 Facilitating an administrative service for

mortgage and/or financial planning

clients

5 3 12 Portfolio

FS57 A/602/5413 Processing instructions for complex

mortgage and/or financial planning

business

4 3 10 Portfolio

FS59 J/602/5415 Supervising mortgage and/or financial

planning administrative systems and

processes

6 3 12 Portfolio

FS11 L/601/8319 Providing information to customers in a

financial services environment

4 2 9 Portfolio

FS12 T/601/8718 Dealing with complaints relating to

financial services products and /or

services

8 3 68 Portfolio

FS13 R/601/8290 Managing the business relationship with

clients in a financial services environment

4 3 18 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 14 www.biiab.org

Optional units Group H Debt collections

H1: Preparation for debt collections

Unit no URN Unit Title Credit Level GLH Assessment

method

FS60 K/601/2706 Preparation for Debt Collection Principles 2 3 10 Portfolio

FS61 F/601/2727 Preparation for Debt Collection Practice 3 3 15 Portfolio

H2: Debt collection negotiations

Unit no URN Unit Title Credit Level GLH Assessment

method

FS62 T/601/2711 Debt Collection Negotiations Principles 3 3 15 Portfolio

FS63 J/601/2731 Debt Collection Negotiations Practice 4 3 20 Portfolio

H3 Debtor call handling

Unit no URN Unit Title Credit Level GLH Assessment

method

FS64 F/601/2713 Debtor Call Handling Principles 2 3 10 Portfolio

FS65 Y/601/2734 Debtor Call Handling Practice 3 3 15 Portfolio

H4 Debt collection case management (pre-legal)

Unit no URN Unit Title Credit Level GLH Assessment

method

FS66 L/601/2715 Debt Collection Case Management

Principles _pre legal_

4 3 20 Portfolio

FS67 H/601/2736 Debt Collection Case Management

Practice _pre legal_

4 3 20 Portfolio

H5 Payment processing

Unit no URN Unit Title Credit Level GLH Assessment

method

FS68 Y/601/2717 Payment Processing Principles 1 3 5 Portfolio

FS88 K/601/2737 Payment Processing Practice 1 3 5 Portfolio

H6 Debt repayment monitoring

Unit no URN Unit Title Credit Level GLH Assessment

method

FS72 H/601/2719 Debt Repayment Monitoring Principles 3 3 15 Portfolio

FS69 M/601/2738 Debt Repayment Monitoring Practice 4 3 20 Portfolio

H7 Debt collection operations management

Unit no URN Unit Title Credit Level GLH Assessment

method

FS70 K/601/2740 Debt Collection Operations Management

Practice

6 3 30 Portfolio

FS71 Y/601/2720 Debt Collection Operations Management

Principles

4 3 20 Portfolio

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 15 www.biiab.org

Group I: Pensions scheme administration

Unit no URN Unit Title Credit Level GLH Assessment

method

FS83 Y/503/0513 Processing pension scheme transfers 5 4 15 Portfolio

FS79 T/503/0504 Processing Pension Scheme Leavers

Benefits

5 3 15 Portfolio

FS75 F/503/0506 Calculating and Quoting Pension Scheme

Early Leavers Notifications

5 3 20 Portfolio

FS76 L/503/0508 Calculating and quoting pension scheme

retirement benefits

5 3 20 Portfolio

FS80 J/503/0510 Processing pension scheme retirement

benefits

5 3 15 Portfolio

FS78 R/503/0512 Processing Pension Scheme Death

Benefits

5 3 20 Portfolio

FS74 H/503/0515 Calculating and Quoting Pension Scheme

Death Benefits

5 3 20 Portfolio

FS73 M/503/0517 Calculating and issuing Cash Equivalent

Transfer Value CETV

5 3 15 Portfolio

FS77 A/503/0519 Dealing with pension scheme complaints

and disputes

5 3 15 Portfolio

FS82 A/503/0522 Updating and generating pension scheme

members annual benefit statement

5 3 15 Portfolio

FS81 F/503/0523 Providing periodic pension scheme

information

5 3 15 Portfolio

Barred Units

This unit Is barred against this/these unit(s) Unit Barred Against

FS87 Preparing and presenting information to

stakeholders (J/503/1124)

FS32 Preparing and presenting investment market

information to stakeholders (H/601/8701)

FS84 Creating and processing pension scheme new

entrant records (D/503/0495)

FS88 Payment Processing Practice (K/601/2737)

FS85 Processing applications for securing additional

pension scheme benefit (M/503/0503)

FS92 Providing information on pension schemes on

enquiry (T/503/0521)

Providing information on pension schemes on

enquiry (T/503/0521)

FS88 Payment Processing Practice (K/601/2737)

FS85 Processing applications for securing additional

pension scheme benefit (M/503/0503)

FS88 Payment Processing Practice (K/601/2737)

FS92 Providing information on pension schemes on

enquiry (T/503/0521)

FS11 Providing information to customers in a

financial services environment (L/601/8319)

FS88 Payment Processing Practice (K/601/2737)

FS32 Preparing and presenting investment market

information to stakeholders (H/601/8701)

FS87 Preparing and presenting information to

stakeholders (J/503/1124)

FS84 Creating and processing pension scheme new

entrant records (D/503/0495)

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 16 www.biiab.org

FS85 Processing applications for securing additional

pension scheme benefit (M/503/0503)

FS92 Providing information on pension schemes on

enquiry (T/503/0521)

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 17 www.biiab.org

6. Age Restriction The BIIAB Level 3 Certificate In Providing Financial Services is appropriate for use in the following age

ranges:

16-18

19+.

7. Entry Requirements and Progression

There are no entry requirements for this qualification. However, learners must be assessed to

ensure they have a reasonable chance of achievement and will be able to generate the required

evidence.

The qualification is designed to equip learners with the skills and understanding to work effectively

within a business improvement role, and the principles to work effectively. It also will allow for a

number of progression routes to employment and into other areas of learning.

Achievement of the qualification offers opportunities for progression, including:

Advance Apprenticeship in Providing Financial Services

BIIAB Level 4 Diploma in Management 601/4601/1

Employment opportunities and career progression.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 18 www.biiab.org

8. Assessment

Overview of assessment strategy

The qualification contains competence units. Competence units are assessed following NVQ

principles.

Assessments provided by BIIAB will ensure that effective learning has taken place and that learners

have the opportunity to:

Meet the assessment criteria

Achieve the learning outcomes.

Assessment process Assessment is the process used to judge the competence, of a learner, against set standards. The assessor is the person who is responsible for determining learners’ competence. The assessor may be a work place supervisor or an external person who is trained and qualified, or working towards a qualification relevant to the assessor role. Assessors base their judgement on performance and decide how it compares to the national standard. The assessor will also ask questions based on the knowledge required to do the work, to ascertain the knowledge and understanding of the learner. When the required units have been completed and the assessor is satisfied that the learner has met the national standard, a recommendation for a certificate will be made. An Internal Quality Assurer (IQA) is responsible for the quality assurance of the qualifications within the training organisation and will provide advice, guidance and support to the assessors. IQAs also ensure that the assessors apply the standards consistently and fairly. The IQA will see review the portfolio of evidence during the assessment process. An External Quality Assurer (EQA), who is appointed by BIIAB, will verify the assessment and internal verification decisions involved in the development of the portfolio. The EQA will quality assure the qualification process, which ensures that certification of the qualification is reliable, consistent and to the national standard, by checking the consistency of assessments made by the training provider, and across training providers.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 19 www.biiab.org

Requirements of Assessors, Expert Witnesses, Internal and External Quality Assurers Candidates may be assessed, moderated or verified either by one or several appointed individuals. Assessors - The primary responsibility of an assessor is to assess candidates’ performance in a range of tasks and to ensure the evidence submitted by the candidate meets the requirements of the assessment criteria. It is important that an assessor can recognise occupational competence as specified by the national standard. Assessors therefore need to have a thorough understanding of assessment and quality assurance practices, as well as have in-depth technical understanding related to the qualifications for which they are assessing candidates. To be able to assess candidates, assessors must:

hold an appropriate qualification, as specified by the appropriate regulatory authority, confirming their competence to assess candidates undertaking competence-based units and qualifications. Assessors holding older qualifications must be able to demonstrate that they are assessing to the current standards;

OR

be working toward an appropriate qualification, as specified by the appropriate regulatory authority. Any assessors working towards an appropriate qualification must ensure their decisions are countersigned by a suitably-qualified assessor/verifier and should be supported by a qualified assessor throughout their training period.

have a working knowledge of financial services. Assessors must provide current evidence of competence, knowledge and understanding in the areas to be assessed. This will normally be achieved through demonstrating competence in the roles which are to be assessed, or demonstrated by relevant experience and continuing professional development (CPD) which may include the achievement of qualifications relevant to the areas being assessed.

have a full and current understanding of the National Occupational Standards, units of competence and requirements of the qualifications being assessed, including the quality of assessment and the assessment process. It is the responsibility of approved centres to select and appoint assessors.

Expert Witnesses – Witnesses don’t have to be “expert”. They can be drawn from a wide range of

people who can attest to the candidate’s performance in the workplace, such as line managers,

experiences workplace colleagues, customers or clients. They need to:

provide a written statement about the quality and authenticity of the candidate’s work

have first-hand experience of the candidate’s performance and understanding.

As the assessment decision lies with the Assessor, it is their responsibility to verify this and, where challenged, to justify their acceptance of third party 'witness testimony' to the Internal Quality Assurer.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 20 www.biiab.org

Internal Quality Assurer (IQA) - A primary responsibility of IQAs is to assure the quality and consistency of assessments by the assessors for whom they are responsible. IQAs therefore need to have a thorough understanding of quality assurance and assessment practices, as well as sufficient technical understanding related to the qualifications that they are internally verifying. It will be the responsibility of the approved centre to select and appoint IQAs. IQAs must:

hold an appropriate qualification, as specified by the appropriate regulatory authority, confirming their competence to internally verify competence-based assessments and candidates. IQAs holding older qualifications must be able to demonstrate that they are verifying to the current standards

OR

be working toward an appropriate qualification, as specified by the appropriate regulatory authority. If an IQA is working towards an appropriate qualification, his/her decisions must be countersigned by a suitably qualified IQA and should be supported by a qualified IQA throughout the training period.

have a working knowledge of financial services. IQAs must demonstrate sufficient and current understanding of the qualifications to be internally verified, and know how they are applied in business.

demonstrate competent practice in internal verification of assessment, and demonstrate understanding of the principles and practices of internal verification of assessment, including the quality of assessment and the assessment process.

External Quality Assurer (EQA) - The primary responsibility of EQAs is to assure quality of internal verification and assessments across the centres for which they are responsible. EQAs must have a thorough understanding of quality assurance and assessment practices, as well as in-depth technical knowledge related to the qualifications that they are externally verifying. EQAs must:

hold an appropriate qualification as specified by the appropriate regulatory authority, confirming their competence to verify competence-based assessments. EQAs holding older qualifications must be able to demonstrate that they are verifying to the current standards;

OR

be working toward an appropriate qualification, as specified by the appropriate regulatory authority. If EQAs are working towards an appropriate qualification, their decisions must be countersigned by a suitably qualified EQA and should be supported by a qualified EQA throughout their training period.

have a working knowledge of financial services. EQAs must demonstrate sufficient and current understanding of the qualifications to be verified, and know how they are applied in business.

demonstrate competent practice in external verification of assessment, and demonstrate understanding of the principles and practices of external verification of assessment, including the quality of assessment and the assessment process. It is the responsibility of the awarding organisation to select and appoint EQAs.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 21 www.biiab.org

Awarding Organisations require all assessors, moderators and verifiers to maintain current subject competence to deliver these functions and recognise this can be achieved in many ways. However, such information must be formally recorded in individual CPD records that are maintained in assessment centres. Evidence from Workplace Performance

Evidence of occupational competence of all competence units at any level, should be generated and collected through performance under workplace conditions. This includes the knowledge-based learning outcomes and assessment criteria of the competence units.

These conditions would be those typical to the candidate's normal place of work. The evidence collected under these conditions should also be as naturally occurring as possible. It is accepted that not all employees have identical workplace conditions and therefore there cannot be assessment conditions that are identical for all candidates. However, assessors must ensure that, as far as possible, the conditions for assessment should be those under which the candidate usually works.

Simulation

Simulation of work tasks and activities must take place in a realistic working environment. A RWE is “an environment which replicates the key characteristics in which the skill to be assessed is normally employed". The RWE must provide conditions the same as the normal day-to-day working environment, with a similar range of demands, pressures and requirements for cost-effective working. Simulation can be used across all units, although it’s preferable to use it in the mandatory unit. Any simulation must be approved in advance by the External Quality Assurer, and clear reasons must be given for its intended use. If approval is given, all Awarding Organisation guidance and requirements must be observed. Appeals If learners are dissatisfied with an assessment outcome, they have the right to appeal. The main reasons for an appeal are likely to be:

Learners do not understand why they are not yet regarded as competent, because of unsatisfactory feedback from the assessor

Learners believe they are competent and that the assessor has misjudged them, or has failed to utilise some vital evidence.

BIIAB expects most appeals from candidates to be resolved within the centre. BIIAB will only consider a candidate’s appeal after the centre’s internal appeals procedure has been fully exhausted. For full details of the BIIAB’s appeals procedure please refer to www.biiab.org.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 22 www.biiab.org

9. Initial Assessment and Induction

Prior to the start of any programme it is recommended that centres should make an initial assessment of each learner. This is to ensure that the learners are entered for an appropriate type and level of qualification. The initial assessment should identify the specific training needs that the learner has, and the support and guidance that they may require when working towards their qualification. The centre must also identify any units the learner has already completed, or credits they have accumulated, relevant to the qualification. BIIAB suggests that centres provide an induction programme to ensure the learner fully understands the requirements of the qualification they will work towards, their responsibilities as a learner, and the responsibilities of the centre.

10. Delivery

Centres must refer to the units that form the qualification and the standard that must be achieved in

order to be awarded each unit. This is covered within the learning outcomes and assessment criteria

that form part of the delivery.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 23 www.biiab.org

11. Resources

BIIAB provides the following additional resources for this qualification:

Evidence matrixes for the competence / NVQ units, including a Summative Reflective

account template

Access to the units.

All of these resources are available for download via The Hub on centrezone.bii.org.

The Hub is a secure area within CentreZone which centres approved for the qualification can access.

The Hub contains documents relevant to the qualification. Centres will find The Hub on the list of

tabs in CentreZone.

Evidence matrixes

BIIAB provide a matrix that supports each competence unit. These are also identified within each of

the unit information sections identified below. It is not essential that these resources are used to

support the delivery of the content of the qualification; however they have been mapped against the

learning outcomes and assessment criteria.

The evidence matrix is designed to help the learner and assessor with evidence collection. It is a

mapping activity to ensure that all the ‘Assessment Criteria’ contained in the learning outcomes and

covered, and is intended to help to keep the volume of evidence to a minimum. One matrix (or

appropriate equivalent recording device) must be completed for each unit.

It is expected that a selection of various types of evidence is used as appropriate; columns in the

matrix enable the assessor to enter the evidence type, e.g. Report, Log, Written Statement, and also

the assessment method, e.g. Obs (= Observation), as shown in the assessment method key. By

inserting portfolio reference numbers in the box provided, it will enable the assessor, IQA and EQA

quickly to locate the evidence which is being submitted to demonstrate competence.

Examples of types of evidence learners could provide to prove competence:

Record of observation of performance in the workplace

Professional discussion

Reflective account

Product evidence (eg implementation plans, correspondence, work records)

Testimony from senior colleagues/clients

Personal report of actions and circumstances

Recognition of Prior Achievement (RPA)

Records of questioning

Other.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 24 www.biiab.org

Access to the units

Units form the qualification and the standard that must be achieved in order to be awarded each

unit. This is covered within the learning outcomes, assessment criteria and the indicative content

that form part of the delivery. BIIAB includes the mandatory units within this pack, and makes all

units available via centrezone.bii.org

Summative Reflective Account

In order to claim the unit(s) for the qualification, the learner will need to complete a summative

reflective account, to reflect on their qualification, what they have learnt and how they have been

able to apply this within their work role.

12. Design and delivery

Centres must refer to the units that form the qualification and the standard that must be achieved in

order to be awarded each unit. This is covered within the learning outcomes and assessment criteria

that form part of the delivery.

Each unit within this qualification has been allocated a number of Guided Learning Hours (GLH).

This can include activities such as training/class room based sessions, tutorials, supervised study or

supervised ‘on-the-job’ learning and face-to-face or other pre-arranged 1:1 teaching sessions (e.g.

simultaneous electronic communication such as webcam contact or internet messaging). It could

also include time spent undertaking assessments.

The qualification will be assigned Total Qualification Time (TQT), which, as well as GLH, will include

the estimated number of hours spend in preparation, study or any other supervised learning, study

or assessment for an average learner.

When planning how to deliver the qualification it is important to refer to this definition.

Centres must refer to the Assessment Principles and Additional Requirements detailed in this

handbook when planning the delivery and assessment of these qualifications.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 25 www.biiab.org

13. Format of Units

All units within this qualification will be presented in a standard format that is consistent with the

format for all units of assessment. The format will give tutors and learners guidance as to the

requirements of the unit for successful completion. Each unit within this specification will be in the

format below:

Unit Title

This will be shown as it appears on the Register of Regulated Qualifications

(http://register.ofqual.gov.uk).

Unit Number / Unique Reference Number (URN)

The Unique Reference Number is the unique code that the unit is given by the Regulator. This unit

will be referenced on the final qualification certificate. The same unique code for the unit applies in

whichever qualification the unit is included within. BIIAB also assign their own unique unit numbers

which will in most instances be the same number when the unit is used in multiple BIIAB

qualifications.

Level

This identifies the level of demand for the unit, but may be a different level to that of the overall

qualification. The level of the units will be set according to either National Occupational Standards or

the level descriptors.

Credit

When a whole unit is completed the learner will achieve credits specified by the number of hours

learning time it will take an average learner to complete the unit including the assessment.

Guided Learning Hours (GLH)

The time required by the unit for specific guidance to be provided by a tutor, mentor or expert in the

subject area, for example in a training session or a one-to-one.

Learning Outcomes and Assessment Criteria

Learning Outcomes are what is expected that the learner will know, understand or be able to do

upon successful completion of the unit.

Assessment Criteria are descriptions of the requirements that a learner is expected to meet in order

to demonstrate that a learning outcome has been achieved.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 26 www.biiab.org

14. Initial Registration

Registration and certification

Learners should be registered and certificated via BIIAB’s On-line Registration and Certification

Service (ORCS) www.orcs.biiab.org. Please refer to BIIAB’s Centre Guidance for using ORCS.

Equal Opportunities and Diversity Policy

BIIAB has in place an equal opportunities policy, a copy can be found at

http://centrezone.bii.org/thehub/apprenticeships/qadocuments.

BIIAB is committed to ensure that:

Approved centres operate an equal opportunities policy

Approved centres communicate the policy to staff and learners

Approved centres have an effective complaints and appeals procedure of which both staff and learners are made aware

Approved centres are aware of their responsibilities in providing equality of opportunity, particularly with regard to provision for learners with particular assessment requirements.

Reasonable Adjustment Policy

Learners who require reasonable adjustments for their assessments must inform their assessor at the beginning of their course of their requirements. BIIAB has a reasonable adjustment policy in place, a copy of which is provided to all BIIAB approved centres and can be found at http://centrezone.bii.org/thehub/apprenticeships/qadocuments.

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 27 www.biiab.org

15. Mandatory Units

The following units are mandatory for these qualifications. For access to all optional units please

visit centrezone.bii.org.

Version 1 © BIIAB November 2015 Page 1 of 1

Unit Title Complying with regulations within the financial services environment

BIIAB Reference FS1 Level 2 Credit Value 6 GLH 52 Unit Reference No. J/602/5477 Learning Outcome - The learner will: Assessment Criterion - The learner can: 1 Be able to find out and identify the

regulatory requirements relevant to the job role

1.1 Find out about the regulatory requirements relevant to the job role

1.2 Identify correctly the regulations that apply to the job role 1.3 Identify the correct person to ask regarding regulatory

requirements 1.4 Identify the organisation’s policies and procedures for

ensuring compliance with regulatory requirements 2 Be able to comply with financial

regulations 2.1 Identify the agreed requirements of the job role and agreed

personal authority limits 2.2 Make sure work is done in compliance with regulatory

requirements and organisational policies and procedures 2.3 Respond to changes in organisational policies and

procedures resulting from regulatory requirements 2.4 Maintain competence within the job role in accordance

with regulatory requirements 2.5 Use information ethically, effectively and efficiently

3 Be able to identify and respond to failures to comply with financial regulations

3.1 Identify the consequences of non-compliance for the job holder, organisation and customer

3.2 Identify the procedures to follow in cases of non-compliance with regulatory requirements

3.3 Recognise non-compliance 3.4 Respond to actual or potential failures to comply with

regulatory requirements

Version 1 © BIIAB November 2015 Page 1 of 1

Unit Title Improving and maintaining workplace competence in a financial services environment

BIIAB Reference FS2 Level 2 Credit Value 4 GLH 33 Unit Reference No. K/602/5472 Learning Outcome - The learner will: Assessment Criterion - The learner can: 1 Understand the roles and

responsibilities within a financial services organisation

1.1 Identify the agreed requirements of the job role including limitations of authority

1.2 Identify responsibility limits 1.3 Identify organisational reporting lines

2 Be able to discuss and agree personal work objectives

2.1 Discuss work objectives with an appropriate person 2.2 Agree personal work objectives and tasks with an

appropriate person 3 Be able to identify areas for

personal development 3.1 Identify personal work objectives and tasks 3.2 Reflect on current competence in the job role 3.3 Identify any gaps in current competence in the job role 3.4 Seek regular and useful feedback on performance 3.5 Find practical ways to overcome barriers to personal

development 3.6 Identify available development opportunities and resources

within an organisation and possible sources for these 4 Be able to discuss and agree to a

personal development plan (PDP) and work objectives

4.1 Identify ways of improving current competence in the job role

4.2 Identify how to set objectives which are specific, measurable, achievable, realistic and time-bound

4.3 Discuss personal development plan (PDP) with an appropriate person

4.4 Agree to a personal development plan (PDP) with an appropriate person

5 Be able to implement a personal development plan (PDP) and work objectives

5.1 Undertake the activities identified in the personal development plan (PDP) in line with organisational policies and procedures

5.2 Make sure that performance consistently meets or goes beyond agreed requirements

5.3 Measure progress against work objectives 5.4 Demonstrate how plans can be changed to reflect changes

in circumstances

Version 1 © BIIAB November 2015 Page 1 of 1

Unit Title Developing productive working relationships with colleagues BIIAB Reference FS3 Level 3 Credit Value 6 GLH 48 Unit Reference No. F/602/5476 Learning Outcome - The learner will: Assessment Criterion - The learner can: 1 Understand how to develop

productive working relationships with colleagues

1.1 Explain the benefits of developing productive working relationships with colleagues

1.2 Explain the importance of taking into consideration the priorities, expectations and authority of colleagues when making decisions and taking actions

1.3 Explain the processes within the organisation for making decisions

1.4 Explain the information and resources that different colleagues might need

2 Be able to manage good working relationships with colleagues

2.1 Explain the roles and responsibilities of colleagues and their relevance to the work being carried out

2.2 Ensure that commitments made with colleagues are honoured and seek confirmation when they have been fulfilled

2.3 Advise colleagues promptly of any difficulties or where it will be impossible to carry out what has been agreed

3 Be able to communicate effectively with colleagues

3.1 Outline the principles of effective communication and how to apply them to communicating effectively with colleagues

3.2 Produce information that is clear, concise and accurate 3.3 Exchange information and resources with colleagues to

support the delivery of own work 3.4 Make time available to support others

BIIAB Level 3 Certificate In Providing Financial Services

Version 2 © BIIAB January 2018 28 www.biiab.org

Notices

This book does not purport to contain an authoritative or definitive statement of the law or practice

on any subject and the publishers supply the information on the strict understanding that no legal or

other liability attaches to them in respect of it. References to sources of further guidance or

information have been made where appropriate.

© BIIAB January 2018

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or

transmitted, in any form or by any means, whether electronic, mechanical, photocopying, scanning,

recording or otherwise, without written permission of the publisher except in accordance with the

provisions of the Copyright, Designs and Patents Act 1988. Applications for written permission to

reproduce any part of the publication should be addressed in writing to the publisher. Any

unauthorised or restricted act in relation to this publication may result in civil proceedings and/or

criminal prosecution.