City & Guilds Limited · RQF Level 3
City & Guilds Level 3 Award in Providing Financial Services
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits1
- Guided learning5 hours
- Units in this qualification92
Awarded by City & Guilds Limited · on the Ofqual register
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What you’ll learn
What each unit actually teaches you to do
City and Guilds offer a full suite of management courses and skills qualifications across a range of levels. They are designed to suit all learning needs and cover all sectors within Business Skills.
These are the units City & Guilds Limited registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Appraising and authorising applications for personal financing and credit facilitiesReal unit · City & Guilds Limited
You'll learn to assess applications for personal financing and credit facilities, including verifying information, evaluating creditworthiness, and identifying risks. The unit also covers decision-making processes, communication of outcomes, facility activation, and regulatory compliance.
What you'll be able to do
- Assess applications for personal financing and/or credit facilities
- Apply the decision-making process and communicate decisions to customers
- Activate the facility
- Comply with all codes, laws and regulatory requirements when appraising and authorising applications for personal financing and credit facilities
Appraising applications for business financing and credit facilitiesReal unit · City & Guilds Limited
This unit develops learners' ability to assess applications for business financing and credit facilities by gathering relevant information, analysing financial data, and applying decision-making processes. You'll also communicate decisions and comply with regulatory requirements.
What you'll be able to do
- Prepare to assess applications for business financing and/or credit facilities.
- Assess applications for business financing and/or credit applications thoroughly.
- Apply the decision-making process and communicate decisions to customers clearly and effectively.
- Understand and comply with regulatory requirements for appraising and authorising business applications for financing and/or credit facilities.
Arranging the settlement of investment transactionsReal unit · City & Guilds Limited
You'll gain skills to arrange the settlement of investment transactions, including reconciling instructions, processing settlements and registrations, and providing relevant information. The unit emphasises adherence to internal procedures and external requirements.
What you'll be able to do
- Reconcile investment instructions.
- Process settlements.
- Process registrations on behalf of the investor.
- Provide information about settlements and registrations.
- Work within internal procedures.
- Comply with external requirements and regulations.
Authorising requests for payment against life, pensions and investment contractsReal unit · City & Guilds Limited
You'll understand the roles and responsibilities of parties involved in life, pensions, and investment business related to payment authorisation. The unit covers authorising payment requests accurately while recognising the importance of customer service.
What you'll be able to do
- 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.
- Check if requests for payment under a life, pension or investment contract have been correctly processed.
- 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.
- Comply with all codes, laws and regulatory requirements.
Authorising the underwriting of life, pensions and investment contractsReal unit · City & Guilds Limited
This unit provides learners with knowledge of roles and responsibilities in life, pensions, and investment business. You'll understand product features and benefits, and authorise underwriting activities in accordance with organisational and regulatory standards.
What you'll be able to do
- 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.
- 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 relevant codes, laws and regulatory requirements related to the underwriting of life, pensions and investment contracts.
- Comply with all relevant codes, laws and regulatory requirements when authorising the underwriting of life, pensions and investment contracts.
Calculating and Quoting Pension Scheme Death BenefitsReal unit · City & Guilds Limited
You'll interpret and apply pension scheme rules and statutory requirements following a death notification. The unit includes determining and calculating death benefits based on member records and legislation, and providing accurate benefit quotations.
What you'll be able to do
- Interpret and apply pension scheme rules in the event of a death notification
- Determine benefits payable based on member records, scheme rules and legislation
- Interpret and apply statutory requirements and legislation following a death notification
- Quote benefits which match death benefit calculations in line with scheme, organisational and statutory requirements
Calculating and Quoting Pension Scheme Early Leavers NotificationsReal unit · City & Guilds Limited
You'll develop the ability to interpret and apply pension scheme rules related to early leaver notifications. This includes calculating benefits payable, quoting accurate figures, and understanding the implications of different leaver scenarios in line with legislation and scheme regulations.
What you'll be able to do
- Interpret and apply pension scheme rules accurately when dealing with leaver notifications.
- Determine the correct benefits payable to early leavers based on member records, pension scheme rules and relevant legislation.
- Accurately calculate the pension scheme early leaver notification, ensuring all relevant factors are considered.
- Quote benefits to early leavers that precisely match the benefit calculations, adhering to scheme rules, organisational policies and statutory requirements.
Calculating and issuing Cash Equivalent Transfer Value CETVReal unit · City & Guilds Limited
It teaches you to interpret and apply pension scheme rules relating to Cash Equivalent Transfer Values (CETV), obtain and verify valid documentation, and understand pension sharing and earmarking processes on divorce. You'll calculate CETVs in accordance with scheme rules.
What you'll be able to do
- Interpret pension scheme rules in the event of a Cash Equivalent Transfer Value (CETV)
- Apply pension scheme rules in the event of a Cash Equivalent Transfer Value (CETV)
- Obtain appropriate valid documentation for calculating and issuing Cash Equivalent Transfer Value (CETV)
- Verify appropriate valid documentation for calculating and issuing Cash Equivalent Transfer Value (CETV)
- Describe how to process pension sharing on divorce
- Describe how to process ‘earmarking’ on divorce
- Calculate Cash Equivalent Transfer Value (CETV)
- Provide the correct calculated Cash Equivalent Transfer Value (CETV) to the appropriate person
- Understand the relevant legal requirements relevant to calculating and issuing Cash Equivalent Transfer Value (CETV)
- Understand the relevant industry requirements relevant to calculating and issuing Cash Equivalent Transfer Value (CETV)
- Understand the relevant organisational requirements relevant to calculating and issuing Cash Equivalent Transfer Value (CETV)
Calculating and quoting pension scheme retirement benefitsReal unit · City & Guilds Limited
It teaches you to calculate and quote pension scheme retirement benefits accurately. You'll interpret scheme rules, verify member details, perform benefit calculations, and understand circumstances affecting benefit entitlements.
What you'll be able to do
- Interpret and apply pension scheme rules in the event of a leaver notification.
- Check that member’s details received are acceptable and complete under legislative and scheme rules.
- Calculate members’ benefits and the circumstances under which benefits may need to be recalculated.
- Quote benefits which match retirement benefit calculations in line with scheme, organisational and statutory requirements.
- 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 claimsReal unit · City & Guilds Limited
This unit equips learners with the skills to assess and investigate complex insurance claims. You'll understand the roles of parties involved, relevant policy details, required information, and procedures to determine claim validity and manage investigations effectively.
What you'll be able to do
- Understand the roles and responsibilities of the various parties within the insurance industry related to the work carried out in claims processing.
- Understand the details of general insurance policies relevant to assessing and investigating claims.
- Understand the information required to process a claim, including organisational procedures for claims handling.
- Assess whether an insurance claim is valid based on policy terms and available information.
- Obtain and investigate additional information required to accept or decline a claim, using appropriate methods.
- Communicate effectively with customers and other relevant parties regarding the progress of the claim.
- Keep accurate and complete records of all actions taken and information gathered during the claims process.
- Understand the requirements of all relevant codes, laws and regulatory requirements related to insurance claims.
- Comply with all relevant codes, laws and regulatory requirements when handling insurance claims.
Charging and controlling securities for financingReal unit · City & Guilds Limited
You'll develop the skills to assign, deposit, monitor, and release securities for financing purposes. This unit also covers compliance with relevant legislation and regulations to ensure secure and lawful management of securities.
What you'll be able to do
- Assign and/or deposit securities correctly and securely for financing purposes.
- Monitor securities used for financing to ensure compliance with agreements and manage risk.
- Release securities assigned and/or deposited for financing in accordance with agreed terms and procedures.
- Understand and comply with all relevant legislation and regulation relating to charging and controlling securities for financing, including legal and regulatory requirements.
Completing reports for mortgage and/or financial planning clientsReal unit · City & Guilds Limited
You'll learn to prepare accurate and timely reports for mortgage advisers or financial planners, including client valuations. The unit emphasises compliance with relevant codes, laws, and regulatory requirements throughout the reporting process.
What you'll be able to do
- Prepare reports accurately and efficiently for mortgage advisers or financial planners.
- Produce client valuations and other relevant reports in a timely manner.
- Comply with all relevant codes of conduct, laws, and regulatory requirements when preparing reports.
Contributing to the development and launch of new products and/or servicesReal unit · City & Guilds Limited
This unit provides learners with an understanding of the product development process and its key stages. You'll contribute to the development and launch of new products or services by providing input and supporting team activities throughout the process.
What you'll be able to do
- Understand the stages and key considerations within the product development process.
- Contribute to the development and launch of new products and/or services, providing input and support to the team.
Dealing with complaints relating to financial services products and /or servicesReal unit · City & Guilds Limited
This unit equips learners with the skills to acknowledge, investigate, and resolve complaints relating to financial services products and/or services. You'll maintain accurate records and keep complainants informed throughout the complaint handling process.
What you'll be able to do
- Acknowledge and investigate complaints relating to financial services products and/or services.
- Keep the complainant informed of the progress and outcome of complaints about financial services products and/or services.
- Keep accurate and complete records of complaints about financial services products and/or services.
- Recommend changes to the organisation’s procedures for handling complaints about financial services products and/or services.
- Work within internal procedures for handling complaints.
- Comply with external requirements and regulations relating to complaints handling.
Dealing with complex claims for insured lossesReal unit · City & Guilds Limited
This unit covers the roles and responsibilities of parties in the insurance industry and the details of general insurance policies relevant to insured losses. You'll learn to handle complex claims by obtaining information, assisting customers, and progressing claims efficiently.
What you'll be able to do
- 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
- Obtain information required to progress a complex claim
- Help customers and insurers to deal with the claim
- Negotiate complex claims
- Keep accurate and complete records
- Understand the requirements of all codes, laws and regulatory requirements
- Comply with all codes, laws and regulatory requirements
Dealing with complex claims for uninsured lossesReal unit · City & Guilds Limited
You'll understand the roles and responsibilities of parties handling uninsured loss claims and the key features of relevant general insurance policies. The unit develops skills to obtain, evaluate, and communicate information effectively to manage complex uninsured loss claims.
What you'll be able to do
- 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.
- Obtain and evaluate information required to progress a complex claim for uninsured losses.
- Communicate with interested parties to organisational standards and timescales.
- Negotiate complex claims effectively.
- Keep accurate and complete records of all claim-related activities.
- Understand the requirements of all relevant codes, laws and regulatory requirements.
- Comply with all relevant codes, laws and regulatory requirements.
Dealing with pension scheme complaints and disputesReal unit · City & Guilds Limited
This unit covers the processing of pension scheme complaints and disputes, including determining their nature and severity, conducting investigations, and completing the complaint process. You'll gain knowledge of established procedures and methods to resolve complaints effectively.
What you'll be able to do
- Process complaints and disputes relating to pension schemes in accordance with established procedures.
- Determine the nature and level of severity of a pension scheme complaint or dispute.
- Investigate the details of a pension scheme complaint or dispute thoroughly and impartially.
- Complete the complaint process, including documentation and communication with relevant parties.
- Resolve pension scheme complaints and disputes effectively and fairly, adhering to relevant legislation and best practice.
Debt Collection Case Management Practice _pre legal_Real unit · City & Guilds Limited
This unit provides learners with skills to monitor debt collection case progress, liaise with relevant parties, and prepare documentation for potential legal proceedings. You'll manage cases effectively during the pre-legal stage of debt collection.
What you'll be able to do
- Monitor progress of debt collection procedures.
- Liaise with relevant parties in relation to debt collection.
- Prepare documentation and evidence to support the commencement of legal proceedings.
Debt Collection Case Management Principles _pre legal_Real unit · City & Guilds Limited
This unit covers the principles of debt collection administration in a pre-legal context. You'll understand how to liaise professionally with debtors and external agencies, prepare documentation, and gather evidence to support the initiation of legal proceedings.
What you'll be able to do
- Understand the principles of debt collection administration
- Understand how to liaise with relevant parties in relation to debt collection
- Understand how to prepare documentation to support the commencement of legal proceedings for debt collection
- Understand how to prepare evidence to support the commencement of legal proceedings for debt collection
Debt Collection Negotiations PracticeReal unit · City & Guilds Limited
This unit develops learners' ability to negotiate debt repayment solutions effectively and ethically. You'll learn to make professional contact with debtors, assess their financial circumstances, investigate disputes, and agree mutually acceptable repayment plans.
What you'll be able to do
- Make contact with the debtor in an effective and appropriate way, adhering to ethical and legal guidelines.
- Establish if a debtor is able to make full and immediate payment, assessing their financial circumstances.
- Record and where appropriate, investigate disputes raised by debtors, gathering relevant information.
- Negotiate repayment solutions with debtors, aiming to reach mutually acceptable agreements.
Debt Collection Negotiations PrinciplesReal unit · City & Guilds Limited
You'll gain knowledge and skills to negotiate debt collection effectively, including making appropriate contact with debtors, considering debtor profiles, recording disputes, and negotiating repayment solutions in compliance with legal and ethical standards.
What you'll be able to do
- Make contact with the debtor in an effective and appropriate way, adhering to relevant guidelines
- Understand the impact of a debtor’s profile on the collection process, including vulnerabilities and individual circumstances
- Record and, where appropriate, investigate any disputes raised by the debtor, following organisational procedures
- Negotiate repayment solutions with debtors, taking into account their financial situation and adhering to ethical debt collection principles
Debt Collection Operations Management PracticeReal unit · City & Guilds Limited
You'll develop the ability to manage debt collection operations effectively, ensuring adherence to organisational policies and legal requirements. The unit covers training and supporting employees and implementing process improvements based on performance reviews.
What you'll be able to do
- Maintain effective debt collection processes in line with organisational policies and legal requirements.
- Train and support employees in debt collection operations, ensuring they have the necessary skills and knowledge.
- Implement improvements to debt collection processes following a review, based on performance data and feedback.
Debt Collection Operations Management PrinciplesReal unit · City & Guilds Limited
This unit provides an understanding of debt collection operations management, including maintaining effective processes, training and supporting employees, and reviewing procedures to implement improvements for maximising recovery rates.
What you'll be able to do
- Understand how to maintain effective debt collection processes to maximise recovery rates and minimise losses.
- Understand how to train and support employees involved in debt collection to ensure they have the necessary skills and knowledge.
- Understand how to review debt collection processes and implement improvements to enhance efficiency and effectiveness.
Debt Repayment Monitoring PracticeReal unit · City & Guilds Limited
This unit develops learners' ability to monitor debtor accounts and instigate actions in response to non-payment. You'll review account information, identify repayment issues, and implement measures to safeguard repayment arrangements.
What you'll be able to do
- Review debtor accounts
- Instigate action in response to non-payment
- Monitor debtor accounts to safeguard repayment arrangements
Debt Repayment Monitoring PrinciplesReal unit · City & Guilds Limited
This unit covers principles of monitoring debt repayment by reviewing debtor accounts, identifying risks, and analysing trends. You'll understand procedures for responding to non-payment and monitoring accounts to safeguard repayment arrangements effectively.
What you'll be able to do
- Review debtor accounts effectively to identify potential issues and risks.
- Instigate appropriate action promptly in response to non-payment of debts, following established procedures.
- Monitor debtor accounts diligently to safeguard repayment arrangements and ensure timely debt recovery.
Debtor Call Handling PracticeReal unit · City & Guilds Limited
This unit develops learners' skills to plan, conduct, and record telephone calls with debtors. It covers professional communication techniques, negotiation skills, and accurate documentation of call outcomes in accordance with organisational procedures.
What you'll be able to do
- Plan outbound telephone calls with debtors
- Conduct inbound and outbound telephone calls with debtors
- Record inbound and outbound telephone calls with debtors
Debtor Call Handling PrinciplesReal unit · City & Guilds Limited
You'll learn to plan and conduct professional inbound and outbound telephone calls with debtors. The unit covers setting call objectives, effective communication techniques, and accurate recording of call details to maintain a clear audit trail.
What you'll be able to do
- Plan outbound telephone calls with debtors effectively, preparing relevant information and objectives.
- Conduct inbound and outbound telephone calls with debtors professionally and empathetically, achieving desired outcomes.
- Record details of inbound and outbound telephone calls with debtors accurately and comprehensively, maintaining a clear audit trail.
Developing and implementing sales call plansReal unit · City & Guilds Limited
This unit covers the development and implementation of sales call plans, including identifying target customers, defining clear objectives, and tailoring key messages. You'll gain skills to structure and conduct sales calls effectively to achieve planned outcomes.
What you'll be able to do
- Develop a sales call plan that identifies objectives, target customers, and key messages.
- Undertake a sales call, applying effective communication and sales techniques to achieve the planned objectives.
Developing and maintaining business relations with financial services’ introducersReal unit · City & Guilds Limited
This unit equips learners with the knowledge to develop and maintain business relationships with financial services introducers. You'll identify potential introducers, agree business terms, monitor performance, and ensure compliance with industry and organisational standards.
What you'll be able to do
- Identify potential new introducers for financial services, using appropriate methods.
- Agree business terms with introducers and monitor performance against agreed targets.
- Comply with all relevant industry and organisational requirements when working with introducers.
Developing productive working relationships with colleaguesReal unit · City & Guilds Limited
This unit covers developing and managing productive working relationships with colleagues through effective communication. You'll understand the importance of trust and respect, techniques for building rapport, and strategies for constructive conflict management.
What you'll be able to do
- Understand how to develop productive working relationships with colleagues.
- Manage good working relationships with colleagues.
- Communicate effectively with colleagues.
Ensure compliance with legal, regulatory, ethical and social requirementsReal unit · City & Guilds Limited
You'll learn to monitor operational compliance with legal, regulatory, ethical, and social requirements within their area of responsibility. The unit includes identifying non-compliance issues and making recommendations for improvements.
What you'll be able to do
- Monitor the operational compliance of procedures in meeting legal, regulatory, ethical and social requirements.
- Identify areas of non-compliance with procedures for legal, regulatory, ethical and social requirements relating to own area of responsibility.
- 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 recordsReal unit · City & Guilds Limited
It teaches you to establish and maintain accurate investor details and records by obtaining, processing, and providing information. You'll adhere to internal procedures, external regulations, and personal authority levels to manage investor records effectively.
What you'll be able to do
- Obtain and clarify the information needed to establish and/or maintain investor records
- Process the information received
- Provide the investor with information about their records
- Keep accurate and complete records
- Act within personal authority levels
- Work within internal procedures
- Comply with external requirements and regulations
Establishing the price of assets and/or investmentsReal unit · City & Guilds Limited
You'll learn to collate and evaluate information from reliable sources to establish the value of assets and investments. They will present pricing information clearly while adhering to internal procedures and external regulatory requirements.
What you'll be able to do
- Collate comprehensive information relating to the value of assets and/or investments from reliable sources.
- Evaluate information relating to the value of assets and/or investments critically to determine an accurate price.
- Present information about the price of assets and/or investments clearly and concisely, using appropriate formats.
- Work effectively within internal procedures when establishing the price of assets and/or investments.
- Comply fully with all external requirements and regulations relating to the valuation of assets and/or investments.
Establishing, monitoring and maintaining bank or building society accounts for customersReal unit · City & Guilds Limited
You'll gain skills to establish, monitor, and maintain bank or building society accounts for customers. The unit covers accurate record-keeping, secure storage, processing fund transfer requests, and compliance with relevant codes, laws, and regulatory requirements.
What you'll be able to do
- Set up accurate customer account records and store them securely.
- Deal with requests for the transfer of funds from customer accounts.
- Maintain and monitor customers’ bank or building society accounts.
- Monitor and comply with all relevant codes, laws and regulatory requirements when establishing, monitoring and maintaining bank or building society accounts for customers.
Evaluating insurance products and servicesReal unit · City & Guilds Limited
You'll understand company structures and responsibilities within the general insurance market. The unit covers evaluation of insurance products and services, roles of stakeholders, and comparison of offerings to support informed decision-making.
What you'll be able to do
- 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.
- Evaluate products or services offered by the employing firm and compare them with others available in the market and with the needs of customers.
- 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.
- Comply with all codes, laws and regulatory requirements.
Evaluating risk as an insurance intermediary and advise other intermediariesReal unit · City & Guilds Limited
It teaches you to understand the insurance industry and general insurance policies, including collabouration with other intermediaries. You'll be able to evaluate risks on behalf of retail intermediaries and advise on risk placement decisions.
What you'll be able to do
- 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, including their terms and conditions.
- Understand the processes for working effectively with other intermediaries.
- Evaluate a risk to be placed on behalf of a retail intermediary, considering all relevant factors.
- Advise retail intermediaries regarding risks to be placed on their behalf, providing clear and accurate information.
- Understand the requirements of all relevant codes, laws, and regulatory requirements.
- Comply with all relevant codes, laws, and regulatory requirements in all activities.
Facilitating an administrative service for mortgage and/or financial planning clientsReal unit · City & Guilds Limited
It teaches you to facilitate administrative services for mortgage and financial planning clients by handling complex information requests from clients and colleagues. You'll learn to collate information for preparing quotations and assist advisers in producing accurate documentation.
What you'll be able to do
- Deal with complex requests for information from clients relating to mortgage and/or financial planning products
- Deal with complex requests for information from colleagues relating to mortgage and/or financial planning products
- Collate information required to prepare quotations for complex mortgage and/or other complex financial planning products
- Collate information required to prepare illustrations for complex mortgage and/or other complex financial planning products
- Assist mortgage advisers prepare for client meetings
- Assist financial planners prepare for client meetings
- Monitor the flow of business and appointments relating to mortgage and/or financial planning clients
- Identify priorities for further action relating to mortgage and/or financial planning clients
- Undertake general administrative duties relating to dealing with mortgage and/or financial planning clients
- Comply with relevant codes when facilitating an administrative service for mortgage and/or financial planning clients
- Comply with relevant laws when facilitating an administrative service for mortgage and/or financial planning clients
- Comply with relevant regulatory requirements when facilitating an administrative service for mortgage and/or financial planning clients
Improve the customer relationshipReal unit · City & Guilds Limited
It teaches you to improve customer relationships by enhancing communication skills, balancing customer and organisational needs, and exceeding expectations. You'll develop techniques to build rapport, understand customer preferences, and foster positive engagement.
What you'll be able to do
- Improve communication with customers to build rapport and understanding.
- Balance the needs of the customer and the organisation to achieve mutually beneficial outcomes.
- Exceed customer expectations to develop the relationship and foster loyalty.
- Understand how to improve the customer relationship through effective communication, problem-solving, and service delivery.
Investigating arrears and recovering debtsReal unit · City & Guilds Limited
It teaches you to investigate customer payment problems affecting accounts, communicate effectively with customers regarding arrears, and implement acceptable solutions. You'll also understand relevant legislation and procedures related to debt recovery.
What you'll be able to do
- Investigate identified problems with customer payments to determine the impact on their accounts.
- Communicate effectively with customers when investigating the source of problems with their accounts.
- Effect solutions that are acceptable to both customers and the organisation regarding arrears and debt recovery.
- Understand and comply with all relevant legislation and regulation relating to investigating arrears and recovering debts.
Lead a team to improve customer serviceReal unit · City & Guilds Limited
You'll learn to lead a team in improving customer service by planning and organising team activities, providing support and training, and reviewing performance. The unit emphasises effective resource allocation and fostering a positive team environment.
What you'll be able to do
- Plan and organise the work of a team to ensure efficient and effective customer service
- Provide support for team members, offering guidance, training and encouragement to help them achieve their goals
- Review performance of team members, providing constructive feedback and identifying areas for improvement
- Understand how to lead a team to improve customer service, including setting clear goals, motivating team members and fostering a positive work environment
Maintaining the custody of assets on behalf of the investorReal unit · City & Guilds Limited
You'll learn to maintain custody of assets on behalf of investors, including arranging asset transfers, maintaining accurate records, resolving discrepancies, and providing information to investors. The unit emphasises compliance with regulatory requirements and internal procedures.
What you'll be able to do
- Arrange for the transfer of assets in accordance with investor instructions and regulatory requirements
- Maintain accurate and up-to-date records of assets held on behalf of the investor
- Resolve errors and discrepancies in records and transactions relating to investor assets
- Provide information to investors about their asset records in a clear and timely manner
- Act within personal authority levels when managing investor assets
- Work within internal procedures for the custody of assets
- Comply with external requirements and regulations relating to the custody of assets
Managing branch counter servicesReal unit · City & Guilds Limited
This unit covers managing branch counter services by preparing and closing counters according to organisational procedures. You'll monitor service delivery and ensure compliance with relevant codes, laws, and regulatory requirements.
What you'll be able to do
- Ensure all counters are prepared for service according to organisational requirements.
- Monitor counter service to ensure effective and efficient delivery of services to customers.
- Ensure all counters are closed according to the organisation's procedures and security protocols.
- Monitor and comply with all relevant codes of practice, laws, and regulatory requirements related to counter services.
Managing the business relationship with clients in a financial services environmentReal unit · City & Guilds Limited
This unit equips learners to manage business relationships with clients in financial services by preparing for and delivering excellent customer service. You'll handle client needs, expectations, feedback, and comply with internal and external requirements.
What you'll be able to do
- Prepare to offer excellent customer service to clients
- Manage client needs and expectations effectively
- Maintain excellent customer service for clients on an ongoing basis
- Deal with feedback from customers about financial services products and/or services in a professional manner
- Comply with internal and external procedures and regulations relevant to customer service in a financial services environment
Managing the quality of decisions to offer financing and credit facilitiesReal unit · City & Guilds Limited
You'll learn to gather and analyse information necessary to review and authorise financing and credit facility decisions. The unit includes risk assessment, verification of security arrangements, and authorisation within mandated authority levels.
What you'll be able to do
- Gather the information necessary to carry out the review and/or authorise decisions to offer financing and credit facilities
- Analyse and establish the level of risk presented by applications for financing and/or credit facilities
- Check that security is in place for financing and/or credit facilities, according to organisational guidelines
- Authorise and/or approve applications within mandated authority
Measuring the performance of investmentsReal unit · City & Guilds Limited
You'll learn to obtain and analyse information on fund or account performance, present findings effectively, and comply with internal procedures and external regulations. The unit covers methods for performance measurement and communication of investment results.
What you'll be able to do
- Obtain information relating to fund or account performance
- Analyse information relating to fund or account performance
- Present information about the performance of investments
- Work within internal procedures
- Comply with external requirements and regulations
Monitor and solve customer service problemsReal unit · City & Guilds Limited
It teaches you to monitor and solve customer service problems effectively. You'll address immediate issues, identify recurring problems, implement solutions to prevent repetition, and apply effective communication throughout the process.
What you'll be able to do
- Solve immediate customer service problems effectively
- Identify repeated customer service problems
- Identify options for solving repeated customer service problems
- Take action to avoid the repetition of customer service problems
- Understand how to monitor customer service problems
- Understand how to solve customer service problems
Monitoring and reviewing financing and credit facilitiesReal unit · City & Guilds Limited
You'll learn to monitor and review customer accounts for financing and credit facilities by gathering information, analysing account activities, recognising potential problems, and initiating appropriate actions to manage risks and maintain account performance.
What you'll be able to do
- Gather information required for reviewing customer accounts for financing and credit facilities
- Analyse account activities and recognise potential problems
- Investigate factors affecting customers’ ability to maintain payments
- Initiate action required following monitoring and review of customer accounts
- Understand and comply with regulatory requirements for monitoring and reviewing accounts
Organise the delivery of reliable customer serviceReal unit · City & Guilds Limited
You'll develop the knowledge and skills to plan, organise, and maintain reliable customer service delivery. The unit includes monitoring service quality, addressing issues, and using recording systems to support consistent customer service.
What you'll be able to do
- Plan and organise the delivery of reliable customer service, ensuring consistent and high-quality service provision.
- Review and maintain customer service delivery, monitoring performance and addressing any issues that arise.
- Use recording systems to maintain reliable customer service, documenting interactions and tracking customer feedback.
- Understand how to organise the delivery of reliable customer service, considering resources, processes, and staff training.
Overseeing investment operation systems and processesReal unit · City & Guilds Limited
It teaches you to monitor investment operations systems and processes, identify and resolve problems, and recommend improvements. You'll work within internal procedures and regulatory requirements to ensure effective and efficient investment operations.
What you'll be able to do
- Monitor investment operations systems and processes to ensure they are functioning effectively and efficiently.
- Resolve problem areas relating to investment operations systems and processes promptly and effectively.
- Recommend changes and improvements to investment operations systems and processes to enhance performance and reduce risk.
- Work within internal procedures and guidelines when overseeing investment operations systems and processes.
- Comply with external requirements and regulations, such as those set by the Financial Conduct Authority (FCA), when overseeing investment operations systems and processes.
Payment Processing PrinciplesReal unit · City & Guilds Limited
This unit provides learners with the skills to process payment transactions accurately and efficiently. You'll identify and resolve common problems related to payments and maintain accurate records in accordance with established procedures.
What you'll be able to do
- Process payment transactions accurately and efficiently, adhering to relevant procedures.
- Identify and resolve problems effectively in relation to payment transactions, minimising disruption.
- Accurately record all payment transactions, maintaining a clear and auditable trail.
Plan, allocate and monitor work in own area of responsibilityReal unit · City & Guilds Limited
It teaches you to plan, allocate, and monitor work within their area of responsibility. You'll produce work plans aligned with organisational objectives, delegate tasks effectively, provide feedback, and review plans to ensure quality and progress.
What you'll be able to do
- Produce a comprehensive work plan for own area of responsibility, aligned with organisational objectives.
- Allocate tasks and agree clear responsibilities with team members, ensuring effective delegation.
- Monitor the progress and quality of work within own area of responsibility, providing constructive feedback to team members.
- Review and amend plans of work for own area of responsibility in response to changing circumstances, and communicate these changes effectively.
Plan, organise and control customer service operationsReal unit · City & Guilds Limited
It teaches you to plan, organise, and control customer service operations aligned with organisational goals. You'll develop plans, supervise service delivery, monitor performance, and address operational problems to maintain service quality.
What you'll be able to do
- Plan customer service operations effectively
- Supervise customer service operations to ensure quality and efficiency
- Deal with problems relating to customer service operations in a professional and timely manner
- Understand how to plan, organise and control customer service operations to meet organisational objectives
Preparation for Debt Collection PracticeReal unit · City & Guilds Limited
It teaches you to obtain and verify information necessary to commence debt collection procedures. You'll assess whether to initiate debt collection, considering legal and ethical factors and the accuracy of information gathered.
What you'll be able to do
- Obtain sufficient information to commence debt collection.
- Confirm if debt collection procedures should commence.
Preparation for Debt Collection PrinciplesReal unit · City & Guilds Limited
You'll understand methods to obtain debtor information and verify its accuracy for debt collection purposes. The unit covers relevant rules and regulations, and the procedures to determine when debt collection actions should commence.
What you'll be able to do
- Understand the methods used to obtain sufficient information to commence debt collection.
- Understand how rules and regulations relate to debtors and the collection of debt.
- Understand the procedures required to determine if debt collection procedures need to commence.
Preparing and presenting information to stakeholdersReal unit · City & Guilds Limited
It teaches you to identify stakeholder information needs, obtain relevant data, and prepare and present information clearly. You'll manage stakeholder queries, maintain accurate records, and work within organisational procedures to support effective communication.
What you'll be able to do
- Identify stakeholders’ information needs and obtain appropriate information
- Prepare and present information to stakeholders
- Deal with queries from stakeholders about the information provided
- Keep accurate and complete records
- Work within internal procedures
- Comply with external requirements and regulations
Preparing and presenting investment market information to stakeholdersReal unit · City & Guilds Limited
You'll learn to identify stakeholders’ information needs related to investment markets and prepare clear presentations. The unit includes handling stakeholder queries, maintaining accurate records, and working within organisational procedures.
What you'll be able to do
- Identify stakeholders’ information needs related to investment market information and obtain appropriate information to meet those needs.
- Prepare and present investment market information to stakeholders in a clear and understandable manner.
- Deal with queries from stakeholders about the investment market information provided, addressing their concerns and providing further clarification as needed.
- Keep accurate and complete records of all investment market information prepared, presented, and shared with stakeholders.
- Work within internal procedures when preparing and presenting investment market information to stakeholders.
- Comply with external requirements and regulations when preparing and presenting investment market information to stakeholders.
Process customer service complaintsReal unit · City & Guilds Limited
You'll develop the ability to recognise signs of customer dissatisfaction and effectively process customer service complaints. The unit covers applying organisational procedures to handle complaints and understanding their impact on customer loyalty.
What you'll be able to do
- Recognise the signs that a query or problem is about to produce a complaint from a customer
- Deal with a complaint effectively, following organisational procedures and best practice
- Understand how to process customer service complaints in line with organisational policy
Processing Pension Scheme Death BenefitsReal unit · City & Guilds Limited
It teaches you to understand specific pension scheme rules and procedures related to death benefits. You'll be able to validate and process applications accurately while updating member details in compliance with legal and organisational requirements.
What you'll be able to do
- Know the details of the specific pension scheme that are worked with, including its rules, benefits, and administrative procedures.
- Validate applications for pension scheme death benefits, ensuring all required documentation is present and accurate.
- Process applications for pension scheme death benefits in a timely and sensitive manner, adhering to legal and scheme requirements.
- Update member details on the pension scheme database following the processing of death benefit applications.
- Understand the relevant legal, industry, and organisational requirements relevant to processing applications for pension scheme benefits, including bereavement support and tax implications.
Processing Pension Scheme Leavers BenefitsReal unit · City & Guilds Limited
You'll understand the specific pension scheme worked with, validate applications for leavers benefits, determine allowable options, and process benefits accurately. The unit covers applying scheme rules and legislation to ensure correct fulfilment of pension scheme leavers benefits.
What you'll be able to do
- Know the details of the specific pension scheme that are worked with, including its rules and regulations
- Validate applications for pension scheme leavers benefits to ensure accuracy and completeness
- Determine requested options allowable based on member records, scheme rules and relevant legislation
- Process pension scheme leavers benefits accurately and efficiently
- Update records to reflect the processing of pension scheme leavers benefits
- Understand the relevant legal, industry and organisational requirements relevant to processing applications for pension scheme benefits
Processing TradesReal unit · City & Guilds Limited
You'll gain competence in processing electronic and manual trade instructions accurately and efficiently. The unit emphasises monitoring trade processing, acting within personal authority levels, and complying with internal procedures and external regulations.
What you'll be able to do
- Process electronic instructions for trades accurately and efficiently
- Process manual instructions for trades accurately and efficiently
- Monitor the processing of instructions to ensure timely and accurate execution
- Act within personal authority levels when processing trades
- Work within internal procedures for processing trades
- Comply with external requirements and regulations relating to trade processing
Processing and maintaining bilateral and / or syndicated loansReal unit · City & Guilds Limited
You'll learn to process and maintain bilateral and/or syndicated loans by obtaining and accurately processing required information and fees. The unit emphasises working within personal authority levels and established internal procedures to ensure effective loan management.
What you'll be able to do
- Obtain the information needed to process and/or maintain bilateral and/or syndicated loans from relevant sources
- Process the information received accurately and in accordance with established procedures
- Process fees relating to bilateral and/or syndicated loans in a timely and accurate manner
- Act within personal authority levels when processing and maintaining loans
- Work within internal procedures for processing and maintaining loans
Processing complex insurance business as an intermediaryReal unit · City & Guilds Limited
This unit covers the structure of the general insurance market, the roles and responsibilities of parties involved, and the details of general insurance policies. You'll learn to calculate payments and process requests for complex insurance business as an intermediary.
What you'll be able to do
- 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 as an intermediary.
- Understand the details of general insurance policies relevant to processing complex insurance business.
- Understand how to calculate and handle payments related to complex insurance business.
- Process requests for complex insurance cover as an intermediary.
- Place complex new business with insurers as an intermediary.
- Finalise complex insurance cover as an intermediary.
- Understand the requirements of all relevant codes, laws and regulatory requirements when processing complex insurance business.
- Comply with all relevant codes, laws and regulatory requirements when processing complex insurance business.
Processing complex insurance renewalsReal unit · City & Guilds Limited
You'll understand the roles and responsibilities of parties involved in insurance renewals and the details of general insurance policies. The unit develops skills to review, process, and manage complex insurance renewals, including alterations to existing terms and conditions.
What you'll be able to do
- Understand the roles of the various parties within the insurance industry related to the job role
- Understand the responsibilities of the various parties within the insurance industry related to the job role
- Understand the details of general insurance policies
- Review complex insurance renewals
- Deal with complex renewals requiring alteration to existing terms and conditions
- Confirm renewal for complex risks
- Decline renewal for complex risks
- Keep accurate records relating to insurance renewals
- Keep complete records relating to insurance renewals
- Understand the requirements of all relevant codes
- Understand the requirements of all relevant laws
- Understand the requirements of all relevant regulatory requirements
- Comply with all relevant codes
- Comply with all relevant laws
- Comply with all relevant regulatory requirements
Processing complex insurance renewals as an intermediaryReal unit · City & Guilds Limited
You'll gain knowledge of the general insurance market and the roles of parties involved, focusing on processing complex insurance renewals as intermediaries. The unit covers relevant policy features, types of cover, and established procedures for renewals.
What you'll be able to do
- 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 relevant to processing complex renewals.
- Understand how to process complex insurance renewals as an intermediary, following established procedures.
- Understand the importance of customer service in the financial services industry, particularly when dealing with complex renewals.
- Process complex renewals of insurance cover accurately and efficiently.
- Arrange complex renewals, ensuring all necessary documentation is completed.
- Finalise complex renewals, confirming cover and issuing relevant documentation.
- Understand the requirements of all relevant codes, laws and regulatory requirements related to insurance renewals.
- Comply with all relevant codes, laws and regulatory requirements when processing insurance renewals.
Processing complex mid-term insurance amendmentsReal unit · City & Guilds Limited
You'll gain understanding of the general insurance market and policy details to process complex mid-term insurance amendments. The unit covers arranging amendments with insurers and finalising documentation in accordance with market structure and policy terms.
What you'll be able to do
- 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
- Process complex mid-term amendments of insurance cover
- Arrange complex mid-term amendments with insurers
- Finalise complex mid-term amendments to insurance policies
- Understand the requirements of all codes, laws and regulatory requirements
- Comply with all codes, laws and regulatory requirements
Processing complex policy documentation for new businessReal unit · City & Guilds Limited
You'll gain knowledge of the insurance industry roles and responsibilities involved in processing complex policy documentation for new business. The unit covers understanding general insurance policy details, drafting documentation, and ensuring compliance with legal and organisational standards.
What you'll be able to do
- 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
- Draft complex insurance policy documentation
- Check and issue new business documentation
- Keep accurate and complete records
- Understand the requirements of all codes, laws and regulatory requirements relevant to processing complex policy documentation
- Comply with all codes, laws and regulatory requirements when processing complex policy documentation
Processing complex requests for payment against life, pensions and investment contractsReal unit · City & Guilds Limited
This unit provides knowledge of the roles and responsibilities of advisors, providers, and regulators within the life, pensions, and investment sectors. You'll understand product features and benefits and the processes for handling payment requests related to these products.
What you'll be able to do
- Understand the roles and responsibilities of the various parties within life, pensions and investment business related to the work carried out, including advisors, providers and regulators.
- Understand the features and benefits provided by life, pensions and investment products, including different types of policies and investment options.
- Understand the process for dealing with requests for payment on life assurance, pension and investment products, including required documentation and verification procedures.
- Decide if a requested payment against a life, pension or investment contract may be made, when the claim is not routine, based on policy terms and conditions.
- Authorise and calculate payment against a life, pension or investment contract, when the claim is not routine, ensuring accuracy and compliance with regulations.
- Understand the requirements of all codes, laws and regulatory requirements relevant to processing payments.
- Comply with all codes, laws and regulatory requirements when processing payments.
Processing corporate actions on behalf of investorsReal unit · City & Guilds Limited
This unit covers processing corporate actions on behalf of investors, including providing timely and accurate information, monitoring processing, and handling investor instructions. You'll operate within personal authority levels and organisational procedures.
What you'll be able to do
- Provide accurate and timely information to investors about corporate actions.
- Monitor the processing of corporate actions to ensure accuracy and efficiency.
- Process instructions received from investors regarding corporate actions in a timely and accurate manner.
- Act within the defined limits of personal authority when processing corporate actions.
- Work within the organisation's internal procedures when dealing with corporate actions.
- Comply with all relevant external requirements and regulations pertaining to corporate actions.
Processing documentation for complex life, pensions and investment contractsReal unit · City & Guilds Limited
You'll gain knowledge of the roles and responsibilities within life, pensions, and investment businesses and the importance of customer service. They will be able to prepare accurate policies and documentation, including standard and non-standard clauses, ensuring compliance and efficiency.
What you'll be able to do
- Understand the roles and responsibilities of all parties involved in life, pensions, and investment business related to the work carried out.
- Understand how to prepare policies and other documentation accurately and efficiently.
- Understand the importance of providing excellent customer service in the financial services industry.
- Prepare documentation using standard and non-standard clauses, extensions, and limitations for new and/or altered life, pensions, and investment contracts.
- Issue documentation with non-standard wordings, extensions, and limitations for new and/or altered life, pensions, and investment contracts to customers accurately and promptly.
- Understand the requirements of all relevant codes, laws, and regulatory requirements.
- Comply with all relevant codes, laws, and regulatory requirements in all activities.
Processing financial services sales support administration for agenciesReal unit · City & Guilds Limited
It teaches you to process financial services sales support administration for agencies by ensuring application information is accurate and sufficient. You'll make informed decisions on agency acceptance in line with organisational and legal requirements.
What you'll be able to do
- Understand how to ensure that information received regarding new agency applications is sufficient and accurate
- Decide whether or not to accept an agency application in line with organisational procedures
- Work within organisational procedures and legal and regulatory requirements when processing financial services sales support administration for agencies
Processing instructions for complex mortgage and/or financial planning businessReal unit · City & Guilds Limited
This unit develops learners' skills to process client requests for complex mortgage and financial planning products accurately. You'll check payments and documentation, maintain records, and ensure compliance with relevant codes, laws, and regulatory requirements.
What you'll be able to do
- Process the client’s requests for complex mortgage and/or financial planning products once agreed.
- Check that payments and documentation relating to complex mortgage and/or other financial products are processed.
- Comply with relevant codes, laws and regulatory requirements.
Processing pension scheme retirement benefitsReal unit · City & Guilds Limited
You'll gain the knowledge and skills to process pension scheme retirement benefits, including validating applications, arranging payments, updating member details, and understanding the impact of other pension benefits in accordance with scheme rules.
What you'll be able to do
- Know the specific details of the pension scheme being administered, including its rules, benefits, and eligibility criteria.
- Validate applications for pension scheme retirement benefits by verifying member details and ensuring compliance with scheme rules.
- Arrange payment of retirement benefits to eligible members in accordance with scheme rules and legal requirements.
- Update member details accurately and promptly following any changes or updates to their circumstances.
- Understand the potential effect of a member's other pension benefits on their scheme benefits, including any interactions or limitations.
- Understand the relevant legal, industry, and organisational requirements relevant to processing applications for pension scheme benefits, including data protection and anti-money laundering regulations.
Processing pension scheme transfersReal unit · City & Guilds Limited
You'll gain knowledge to interpret pension scheme rules, calculate entitlements, and inform members of transfer options. The unit enables accurate processing of pension scheme transfers while understanding the impact of changing circumstances and legislation.
What you'll be able to do
- Interpret and apply pension scheme rules in the event of a transfer notification.
- Calculate entitlements in accordance with scheme rules.
- Inform members of their available options regarding pension scheme transfers.
- Process pension scheme transfers in accordance with scheme rules.
- Understand the effect of changes in a member’s circumstances on pension scheme transfers.
- Understand the relevant legal, industry and organisational requirements relevant to processing applications for pension scheme benefits.
Processing the transfer of foreign currencyReal unit · City & Guilds Limited
You'll learn to process foreign currency transfers accurately within foreign exchange accounts. The unit covers completion of transfer documentation, operation of accounts, and compliance with relevant codes, laws, and regulatory requirements.
What you'll be able to do
- Identify and complete foreign currency transfer requirements within foreign exchange accounts accurately and efficiently.
- Operate foreign exchange accounts in accordance with established procedures and best practices.
- Monitor and comply with all relevant codes, laws and regulatory requirements related to the processing of foreign currency transfers.
Progressing and finalising applications for business financing and credit facilitiesReal unit · City & Guilds Limited
You'll develop the ability to progress and finalise business financing and credit applications by evaluating information, assessing creditworthiness, approving applications, and securing necessary agreements. The unit includes activating facilities and ensuring compliance with relevant requirements.
What you'll be able to do
- Evaluate information required to progress applications for business financing and/or credit facilities
- Approve applications for business financing and/or credit facilities
- Obtain written agreement and security for financing and/or credit facilities to business customers
- Activate the facility for business customers
- Understand and comply with legislation and regulation relating to progressing and finalising applications for financing and credit facilities
Progressing personal property financing applicationsReal unit · City & Guilds Limited
You'll learn to gather, evaluate, and submit information required to progress personal property financing applications. The unit also covers processing applications efficiently and maintaining effective communication with customers throughout the process.
What you'll be able to do
- Gather all necessary information required to progress applications for personal property financing, including customer details and property information.
- Evaluate the gathered information and submit it accurately and completely to progress applications for personal property financing.
- Process applications for personal property financing efficiently and communicate effectively with customers regarding the progress of their application.
- Understand and comply with all relevant legislation and regulation relating to progressing applications for personal property financing, including data protection and anti-money laundering requirements.
Provide leadership and direction for own area of responsibilityReal unit · City & Guilds Limited
You'll develop leadership skills to provide direction within their area of responsibility. This includes setting achievable objectives, communicating direction clearly, gathering feedback for improvement, and assessing their own leadership performance against agreed criteria.
What you'll be able to do
- Lead effectively in own area of responsibility.
- Provide clear direction and set achievable objectives in own area of responsibility.
- Communicate the direction for own area of responsibility clearly and concisely, and collect feedback to inform improvement.
- Assess own leadership performance against agreed criteria and identify areas for development.
Providing callers with specialised assistance in a financial services environmentReal unit · City & Guilds Limited
You'll develop the ability to provide specialised assistance to callers in a financial services environment. The unit covers identifying customer needs, delivering professional and helpful support, and communicating effectively within organisational and legal frameworks.
What you'll be able to do
- Identify and agree with the customer the specialist assistance required to meet their needs.
- Provide callers with specialised assistance in a professional and helpful manner.
- Understand how to communicate effectively with callers, adhering to organisational procedures and guidelines.
- Work within organisational procedures and all applicable legal and regulatory requirements.
Providing periodic pension scheme informationReal unit · City & Guilds Limited
This unit equips learners with the skills to create and update pension scheme data accurately and promptly. You'll understand how to provide updated information to relevant parties within required timescales and formats.
What you'll be able to do
- Create and update data accurately and in a timely manner
- Provide updated data to appropriate relevant parties within required timescales
Reconciling investment market transactionsReal unit · City & Guilds Limited
You'll be able to reconcile investment market transactions and account balances, identify and resolve issues, and provide clear reconciliation information. The unit emphasises adherence to internal procedures, authority levels, and external regulatory requirements.
What you'll be able to do
- Reconcile transactions and account balances
- Resolve issues and problems identified during reconciliation
- Provide information about reconciliations
- Act within personal authority levels
- Work within internal procedures
- Comply with external requirements and regulations
Recruit staff in own area of responsibilityReal unit · City & Guilds Limited
This unit develops learners' ability to review human resource requirements, understand legal and regulatory recruitment frameworks, and participate in recruitment and selection processes within their area of responsibility. You'll ensure recruitment practices meet ethical and social standards.
What you'll be able to do
- 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
- Participate in the recruitment and selection process
- Evaluate the recruitment and selection process and identify improvements for the future
Review underwriting decisions to accept risksReal unit · City & Guilds Limited
You'll develop the knowledge to review underwriting decisions, including understanding roles within the insurance industry and details of general insurance policies. The unit covers reviewing, altering, and renewing risks based on quota share agreements and policy terms.
What you'll be able to do
- Understand the roles and responsibilities of the various parties within the insurance industry related to the underwriting work carried out
- Understand the details of general insurance policies relevant to underwriting decisions
- Understand how to review, alter and renew risks as part of the underwriting process
- Obtain the required information to review quotations effectively
- Review underwriting decisions thoroughly and accurately
- Understand the requirements of all relevant codes, laws and regulatory requirements related to underwriting
- Comply with all relevant codes, laws and regulatory requirements when reviewing underwriting decisions
Settling complex insurance claimsReal unit · City & Guilds Limited
You'll gain knowledge of the insurance industry’s roles and responsibilities, general insurance policy details, and the process of settling complex insurance claims. The unit includes obtaining and providing necessary information and negotiating settlements.
What you'll be able to do
- 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
- Obtain and provide information required to support the settlement of the claim
- Consider the settlement of the claim taking appropriate further action where required
- Negotiate complex claims
- Keep accurate and complete records
- Understand the requirements of all codes, laws and regulatory requirements
- Comply with all codes, laws and regulatory requirements
Supervising mortgage and/or financial planning administrative systems and processesReal unit · City & Guilds Limited
This unit equips learners to supervise mortgage and financial planning administrative systems and processes. You'll monitor system output, assess user competence, evaluate potential changes, and prepare reports to improve administrative effectiveness.
What you'll be able to do
- Monitor mortgage and/or financial planning administrative systems to make sure work output is effective and meets required standards.
- Recognise and assess any shortfall in the understanding and competence of system users related to mortgage and/or financial planning administrative systems.
- Specify and evaluate possible changes to mortgage and/or financial planning administrative systems and processes to improve efficiency and effectiveness.
- Prepare reports and statistical data on mortgage and/or financial planning administrative systems and processes to inform decision-making.
- Check that mortgage and/or financial planning administrative systems and processes are, and remain, compliant with relevant regulations and internal policies.
Supervising the administration of retail financial products and servicesReal unit · City & Guilds Limited
You'll develop the ability to supervise the administration of retail financial products and services. The unit covers monitoring information and documentation, taking corrective action, supporting staff, and ensuring compliance with regulatory requirements.
What you'll be able to do
- Monitor information related to retail financial products and services and take corrective action where necessary.
- Monitor documentation related to retail financial products and services and take appropriate corrective action where necessary.
- Monitor and support staff involved in the administration of retail financial products and services.
- Comply with all relevant codes, laws and regulatory requirements when supervising the administration of retail financial products and services.
Support learning and development within own area of responsibilityReal unit · City & Guilds Limited
You'll learn to support learning and development within their area of responsibility. The unit covers identifying learning needs, fostering a supportive environment, assisting colleagues in applying learning, and evaluating learning outcomes.
What you'll be able to do
- Identify the learning needs of colleagues in own area of responsibility, considering their roles and development goals.
- Understand how to develop a supportive and effective learning environment in own area of responsibility, promoting engagement and knowledge sharing.
- Support colleagues in their learning and its practical application within the workplace.
- Evaluate learning outcomes and identify future learning and development opportunities for colleagues.
Underwriting complex alterations to life, pensions and investment contractsReal unit · City & Guilds Limited
This unit provides knowledge of the roles and responsibilities within life, pensions, and investment business, and the features and benefits of related products. You'll understand procedures for underwriting complex alterations to contracts and managing mid-term adjustments.
What you'll be able to do
- 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
- Make sure that information supplied by customers in support of a proposed complex alteration is sufficient and accurate enough for underwriting to take place
- Decide if the proposed complex alteration to a life, pension or investment contract is acceptable
- 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
- Comply with all codes, laws and regulatory requirements
Underwriting complex new life, pensions and investment business quotationsReal unit · City & Guilds Limited
This unit provides an understanding of the roles and responsibilities within life, pensions, and investment business, alongside the features and benefits of related products. You'll learn to underwrite complex new business quotations accurately and comprehensively.
What you'll be able to do
- 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
- Make sure that information supplied in support of complex new business is sufficient and accurate enough for underwriting to take place
- Decide if the proposed complex new life, pensions and investment business is acceptable
- 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
- Comply with all codes, laws and regulatory requirements
Underwriting complex new risksReal unit · City & Guilds Limited
This unit provides learners with knowledge of underwriting complex new risks, including understanding industry roles, insurance policy details, and organisational procedures. You'll obtain customer information, underwrite risks, and communicate decisions effectively.
What you'll be able to do
- 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
- Obtain the required information from the customer
- Underwrite the risk following industry and organisational processes
- Provide the customer with details of the underwriting decision
- Keep accurate and complete records
- Understand the requirements of all codes, laws and regulatory requirements
- Comply with all codes, laws and regulatory requirements
Underwriting complex policy alterationsReal unit · City & Guilds Limited
You'll understand the roles within the insurance industry and the details of general insurance policies relevant to underwriting complex policy alterations. The unit covers organisational procedures and the process of obtaining and clarifying information to underwrite alterations appropriately.
What you'll be able to do
- Understand the roles and responsibilities of the various parties within the insurance industry related to the work carried out, including brokers, underwriters, and claims handlers.
- Understand the details of general insurance policies, including policy terms, conditions, and exclusions.
- Understand organisational procedures and the circumstances for granting cover for complex policy alterations.
- Obtain and clarify the required information to progress a complex policy alteration, using appropriate communication methods.
- Process the alteration to the insurance policy accurately and efficiently.
- Provide details of the decision regarding the policy alteration to the relevant parties in a clear and concise manner.
- Keep accurate and complete records of all policy alterations and related communications.
- Understand the requirements of all codes, laws, and regulatory requirements relevant to underwriting complex policy alterations.
- Comply with all codes, laws, and regulatory requirements when underwriting complex policy alterations.
Updating and generating pension scheme members annual benefit statementReal unit · City & Guilds Limited
This unit focuses on updating pension scheme records in line with regulations and producing accurate annual benefit statements. You'll understand legal and organisational requirements to ensure clear and compliant communication with pension scheme members.
What you'll be able to do
- Update pension schemes accurately and in accordance with relevant regulations and organisational procedures.
- Produce pension scheme members' annual benefit statements that are clear, accurate, and compliant with legal and scheme requirements.
Use customer service as a competitive toolReal unit · City & Guilds Limited
You'll explore how to organise and deliver customer service to gain a competitive advantage. The unit includes analysing current customer service activities, evaluating their impact on competitiveness, and planning improvements to enhance service delivery.
What you'll be able to do
- Organise customer service activities to gain a competitive advantage in the marketplace.
- Deliver a competitive service that meets or exceeds customer expectations.
- Understand how to use customer service strategies and techniques as a competitive tool.
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 3 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Appraising and authorising applications for personal financing and credit facilitiesAppraising applications for business financing and credit facilitiesArranging the settlement of investment transactionsAuthorising requests for payment against life, pensions and investment contractsAuthorising the underwriting of life, pensions and investment contractsCalculating and Quoting Pension Scheme Death BenefitsCalculating and Quoting Pension Scheme Early Leavers NotificationsCalculating and issuing Cash Equivalent Transfer Value CETV
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
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Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
City & Guilds Level 3 Award in Providing Financial Services
- Administer personal money for individuals in custody
- Advise and guide your organisation on compliance matters
- Agree and arrange a pre-planned funeral with clients
- Appraise and Authorise Applications for Personal Financing and Credit Facilities
- Appraise applications for business financing and credit facilities
- Arrange the Settlement of Investment Transactions
- Assist in Developing the Compliance Culture of Your Organisation
- Authorise the underwriting of life, pensions and investment contracts
Where this can lead
Associate Claims Adjuster
Your journey starts here, learning the fundamentals. Where you go next is up to you, but the skills you'll build in this role—empathy, critical thinking, problem-solving, and financial acumen—will set you up for a fantastic career, whatever path you choose.
See the whole journey →Opens the roleAssociate Claims AdjusterOne of the jobs this qualification is a route intoSee the role →Opens the roleUnderwriting AssistantOne of the jobs this qualification is a route into · 1 near-identical record folded inSee the role →Opens the roleAssistant UnderwriterOne of the jobs this qualification is a route intoSee the role →Opens the roleClaims AssociateOne of the jobs this qualification is a route into · 1 near-identical record folded inSee the role →Opens the roleSenior Insurance UnderwriterOne of the jobs this qualification is a route intoSee the role →Opens the roleTrainee Global Underwriting AssistantOne of the jobs this qualification is a route intoSee the role →Future FluencyAll ten future skillsSee how every unit is contextualised by the tenExplore →
Showing 6 roles, drawn from 278 job records mapped to this qualification.
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
Administer personal money for individuals in custodyAdvise and guide your organisation on compliance mattersAgree and arrange a pre-planned funeral with clientsAppraise and Authorise Applications for Personal Financing and Credit FacilitiesAppraise applications for business financing and credit facilitiesArrange the Settlement of Investment TransactionsAssist in Developing the Compliance Culture of Your OrganisationAssist in developing the compliance culture of your organisationAuthorise the underwriting of life, pensions and investment contractsBenchmark collective fund performance against investment objectivesCarry out financial and investment analysis of a collective fundCharge and control securities for financingComplete reports for mortgage or financial planning clientsConsider and advise on the compliance implications of business strategies at your organisationDeal with complaints relating to financial services products or servicesDevelop an investment strategy to meet agreed investment objectivesDevelop and Maintain Business Relations with Financial Services’ IntroducersDevelop productive working relationships in a financial services environment+52 more
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
One-to-one, on your real workNo lectures, no past-papers. Every unit is practised on the actual tasks your job throws at you, a tutor beside you, not a video in front of you.
Taught to the top, not the testMost courses stop at remembering. Your companion keeps climbing: analysing, judging, creating. That’s the part a machine can’t do for you.
Credits you keep, a map that continuesEvery unit is regulated and yours for good. The day you finish, Zavmo already knows the next role your new credits open.
Applied to your work in any of these jobs
Which job do you mean?
Learners will acquire skills to assess applications for personal financing and credit facilities, including verifying information, evaluating creditworthiness, and identifying risks. The unit also covers decision-making processes, communication of outcomes, facility activation, and regulatory compliance.
How the thinking builds
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 3 Award in Providing Financial Services
92 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Appraising and authorising applications for personal financing and credit facilities
- Appraising applications for business financing and credit facilities
- Arranging the settlement of investment transactions
- Authorising requests for payment against life, pensions and investment contracts
- Authorising the underwriting of life, pensions and investment contracts
- Calculating and Quoting Pension Scheme Death Benefits
and 86 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
Why this matters: AI can already remember and understand for you. What it can’t do is
take your real problem and judge the right call. So the only learning worth paying
for is the learning that takes you to the top. That’s exactly what a tutor doing it with
you, on your real work, is for.
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.