How you’d get it
How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer iCan Qualifications Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and iCan Qualifications Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from iCan Qualifications Limited.
01What it is
The iCQ Level 2 Certificate in Providing Financial Services is designed to help learners develop knowledge and skills relevant to the financial services industry. The qualification covers various aspects of financial services, including compliance, client management, debt collection, and financial transactions.
These are the units iCan Qualifications 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. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with iCan Qualifications Limited. It does the teaching and the mapping. iCan Qualifications Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
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02The units
What each unit actually teaches you to do
Agreeing the settlement of straightforward claims for uninsured losses Real unit · iCan Qualifications Limited
This unit provides knowledge of the insurance industry, general insurance policies, and the process of agreeing settlements for straightforward claims involving uninsured losses. You'll understand roles, responsibilities, and communication methods to manage claims fairly and in line with organisational procedures.
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 relevant to uninsured losses
- Understand how to agree the settlement of straightforward claims for uninsured losses fairly
- Obtain and communicate information needed to settle the claim for uninsured losses effectively
- Follow organisational procedures in dealing with uninsured loss claims, including dealing with problems or complaints professionally
- Correctly settle uninsured loss claims in accordance with policy terms and organisational procedures
- 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
Assessing and using complex financial information to reconcile accounts Real unit · iCan Qualifications Limited
It teaches you to assess complex financial information from various sources to reconcile accounts accurately. You'll learn to verify data, resolve complex queries professionally and promptly, and comply with relevant codes, laws, and regulatory requirements.
What you'll be able to do
- Assess complex financial information from various sources to ensure accuracy and completeness
- Deal with and resolve complex queries related to financial information in a timely and professional manner
- Comply with all relevant codes, laws and regulatory requirements when handling financial information
Assessing and using financial information to reconcile stakeholder investment accounts Real unit · iCan Qualifications Limited
You'll gain skills to use financial information to reconcile stakeholder investment accounts. The unit covers identifying and resolving discrepancies, providing reconciliation information, maintaining accurate records, and adhering to internal and external procedures.
What you'll be able to do
- Use financial information to reconcile stakeholder investment accounts effectively
- Resolve discrepancies identified during reconciliation promptly
- Provide clear and concise information about the reconciliation of stakeholder investment accounts
- Keep accurate and complete records of all reconciliation activities
- Work within established internal procedures at all times
- Comply with all relevant external requirements and regulations
Assessing and using straightforward financial information to reconcile accounts Real unit · iCan Qualifications Limited
It teaches you to assess straightforward financial information, resolve related queries, and comply with relevant codes, laws, and regulatory requirements when reconciling accounts.
What you'll be able to do
- Assess straightforward financial information, identifying key data and potential discrepancies.
- Deal with and resolve straightforward queries relating to financial information, providing accurate and timely responses.
- Comply with all relevant codes, laws and regulatory requirements when assessing and using financial information.
Authorising financial transactions using telecommunications Real unit · iCan Qualifications Limited
You'll develop the ability to obtain and confirm necessary details to authorise financial transactions via telecommunications. The unit covers applying organisational authorisation criteria and completing transactions in compliance with established procedures.
What you'll be able to do
- Obtain and confirm all necessary details to commence the transaction process
- Apply the organisation’s authorisation criteria when processing financial transactions
- Complete the transaction following organisational procedures
Building effective relationships with clients in a financial services environment Real unit · iCan Qualifications Limited
You'll learn to build effective relationships with clients in a financial services environment by preparing for service delivery, understanding client needs and expectations, providing appropriate financial services, and ensuring compliance with internal and external procedures and regulations.
What you'll be able to do
- Prepare for the delivery of effective customer service by gathering relevant information and resources
- Work with clients to understand their needs and expectations in order to provide appropriate financial services
- Confirm that service delivery meets the needs and expectations of clients through feedback and evaluation
- Comply with internal and external procedures and regulations when interacting with clients
Complying with regulations within the financial services environment Real unit · iCan Qualifications Limited
This unit focuses on ensuring that learners can identify and comply with relevant regulations in the financial services sector.
What you'll be able to do
- Find out and identify the regulatory requirements relevant to the job role
- Comply with financial regulations
- Identify and respond to failures to comply with financial regulations
Contributing to reports for mortgage and/or financial planning clients Real unit · iCan Qualifications Limited
You'll contribute to preparing reports for mortgage and financial planning clients by collabourating with advisers, creating compliant report content, contributing to valuations, and adhering to relevant regulations.
What you'll be able to do
- Contribute to the preparation of reports in collaboration with mortgage advisers or financial planners, providing relevant information and insights.
- Create report content, ensuring accuracy, clarity, and compliance with relevant standards.
- Contribute to the production of valuations, providing supporting data and analysis.
- Comply with relevant codes, laws and regulatory requirements when contributing to reports for mortgage and/or financial planning clients.
Deal with customers using bespoke software Real unit · iCan Qualifications Limited
You'll develop the skills to prepare for and deliver customer service using bespoke software. The unit covers understanding software features, navigation, and resources, enabling learners to address customer enquiries accurately and efficiently.
What you'll be able to do
- Prepare to deliver customer service effectively using bespoke software, ensuring familiarity with its features and functionalities
- Deliver high-quality customer service using bespoke software, addressing customer needs and resolving issues efficiently
- Understand the specific procedures and best practices for dealing with customers using bespoke software within the organisation
Dealing with customers by telephone in a financial services environment Real unit · iCan Qualifications Limited
You'll learn to communicate effectively with customers by telephone in a financial services environment. The unit covers opening conversations, identity verification, active listening, addressing customer needs, and complying with legal and organisational requirements.
What you'll be able to do
- Open a conversation with a customer using a telephone and supporting equipment
- Understand how to communicate effectively with the customer using a telephone and supporting equipment
- Communicate effectively with the customer using a telephone and supporting equipment
- Deal with customer needs by telephone
- Comply with legal and organisational requirements
Dealing with requests to cancel financial services products or services Real unit · iCan Qualifications Limited
This unit develops learners' ability to handle customer requests to cancel financial services products or services. You'll understand how to discuss cancellation reasons empathetically, explain lost benefits, and update customer records professionally.
What you'll be able to do
- Understand how to discuss the reason for the cancellation with the customer, demonstrating empathy and professionalism.
- Discuss the reason for the cancellation with the customer, gathering relevant information and addressing their concerns.
- Understand how to ensure the customer fully understands all the features and benefits which would be lost if cancelled, providing clear and accurate information.
- Ensure the customer fully understands all the features and benefits which would be lost if cancelled, answering any questions they may have.
- Arrange for the customer records to be amended accordingly and for confirmation to be sent to the customer, following organisational procedures.
- Work within organisational procedures and legal and regulatory requirements when dealing with cancellation requests.
Dealing with straightforward claims for insured losses Real unit · iCan Qualifications Limited
You'll develop knowledge of the insurance industry and general insurance policies to manage straightforward claims for insured losses. The unit covers roles and responsibilities, policy details, and procedures for obtaining information and progressing claims 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 when dealing with claims.
- Understand the key details and common clauses found in general insurance policies.
- Understand the procedures for dealing with straightforward claims for insured losses efficiently and effectively.
- Obtain all necessary information required to progress a straightforward claim for insured losses.
- Provide clear and helpful advice to customers to assist them in dealing with their claim.
- Work within specified organisational timescales when dealing with straightforward claims.
- Keep accurate, complete, and up-to-date records of all claim-related activities.
- Understand the requirements of all relevant codes of practice, laws, and regulatory requirements pertaining to insurance claims.
- Comply fully with all relevant codes of practice, laws, and regulatory requirements when handling insurance claims.
Debt Collection Case Management Practice _pre legal_ Real unit · iCan Qualifications Limited
This unit develops learners' ability to monitor debt collection progress, liaise with relevant parties, and prepare documentation to support potential legal proceedings, ensuring effective case management pre-legal action.
What you'll be able to do
- Monitor the progress of debt collection procedures to ensure timely and effective action.
- Liaise with relevant parties, such as debtors, creditors, and legal representatives, in relation to debt collection activities.
- Prepare documentation and evidence to support the commencement of legal proceedings for debt recovery.
Debt Collection Case Management Principles _pre legal_ Real unit · iCan Qualifications Limited
You'll gain an understanding of debt collection case management principles prior to legal action, including administration, liaison with relevant parties, and preparation of documentation and evidence. The unit emphasises legal and ethical considerations within the debt collection process.
What you'll be able to do
- Understand the fundamental principles underpinning debt collection administration.
- Understand the processes involved in debt collection administration.
- Understand how to liaise effectively with debtors and other relevant parties in relation to debt collection activities.
- Understand the procedures for preparing accurate and complete documentation and evidence to support the commencement of legal proceedings for debt recovery.
Debt Collection Negotiations Practice Real unit · iCan Qualifications Limited
You'll learn to contact debtors effectively, assess their ability to pay, record and investigate disputes, and negotiate repayment solutions while adhering to regulations and organisational procedures.
What you'll be able to do
- Make contact with the debtor in an effective and appropriate way, adhering to relevant regulations and organisational procedures.
- Establish if a debtor is able to make full and immediate payment, using appropriate questioning and assessment techniques.
- Record and, where appropriate, investigate disputes raised by debtors, following established protocols.
- Negotiate repayment solutions with debtors, considering their individual circumstances and organisational guidelines.
Debt Collection Negotiations Principles Real unit · iCan Qualifications Limited
This unit covers effective communication techniques for contacting debtors, understanding how debtor profiles influence the collection process, recording and investigating disputes, and negotiating repayment solutions. You'll gain skills to manage debtor interactions professionally and adapt strategies accordingly.
What you'll be able to do
- Make contact with the debtor in an effective and appropriate way
- Understand the impact of a debtor’s profile on the collection process
- Record and, where appropriate, investigate any disputes thoroughly
- Negotiate suitable repayment solutions with debtors
Debt Repayment Monitoring Practice Real unit · iCan Qualifications Limited
This unit equips learners with skills to monitor debtor accounts by analysing payment histories, identifying issues, and evaluating risks. You'll also learn to instigate appropriate actions in response to non-payment following organisational procedures to safeguard repayment arrangements.
What you'll be able to do
- Review debtor accounts to identify payment patterns and potential issues.
- Instigate appropriate action in response to non-payment, in line with organisational procedures.
- Monitor debtor accounts effectively to safeguard agreed repayment arrangements and identify any deviations.
Debt Repayment Monitoring Principles Real unit · iCan Qualifications Limited
You'll understand the principles of debt repayment monitoring, including reviewing debtor accounts, instigating action for non-payment, and safeguarding repayment arrangements while maintaining accurate records.
What you'll be able to do
- Understand how to review debtor accounts, identifying overdue payments and potential risks.
- Understand how to instigate action in response to non-payment, following organisational procedures and legal requirements.
- Understand how to monitor debtor accounts to safeguard repayment arrangements, ensuring timely payments and addressing any issues that arise.
Debtor Call Handling Practice Real unit · iCan Qualifications Limited
It teaches you to plan and conduct inbound and outbound telephone calls with debtors. You'll develop communication skills, follow organisational procedures, and accurately record call details to manage debtor interactions effectively.
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 Principles Real unit · iCan Qualifications Limited
This unit provides learners with knowledge of planning and conducting professional outbound and inbound telephone calls with debtors. You'll learn to prioritise calls, communicate courteously, and accurately record call details in accordance with organisational policies.
What you'll be able to do
- Plan outbound telephone calls with debtors to maximise effectiveness
- Conduct inbound and outbound telephone calls with debtors in a professional and compliant manner
- Accurately record details of inbound and outbound telephone calls with debtors in accordance with organisational policy
Debtor Call Handling Principles Real unit · iCan Qualifications Limited
This unit focuses on effective communication techniques for managing debtor calls and handling financial conversations.
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
Deliver reliable customer service Real unit · iCan Qualifications Limited
This unit covers delivering reliable customer service, including preparing for customer interactions, using information systems, and accessing resources. You'll learn to provide consistent, professional service and monitor customer service delivery.
What you'll be able to do
- Prepare to deal with customers in a customer service environment
- Give consistent service to customers, meeting their needs and expectations
- Check customer service delivery to ensure quality and effectiveness
- Deliver reliable customer service, building trust and loyalty
Generating and qualifying sales leads Real unit · iCan Qualifications Limited
You'll understand the practices, legislation, regulation, and codes of practice relevant to generating and qualifying sales leads. The unit covers the process of prospecting for customers and adhering to legal and ethical standards in lead generation activities.
What you'll be able to do
- Understand the practices, legislation, regulation and codes of practice that relate to generating and qualifying sales leads
- Understand the process of generating and qualifying sales leads
- Prospect for customers in order to generate sales leads
Give customers a positive impression of yourself and your organisation. Real unit · iCan Qualifications Limited
It teaches you to establish rapport with customers, respond appropriately to their needs, and communicate information clearly. You'll understand how to create a positive impression of themselves and their organisation through professional and adaptable communication techniques.
What you'll be able to do
- Establish rapport with customers in a professional and courteous manner.
- Respond appropriately to customer requests, queries and complaints.
- Communicate information clearly and accurately to customers.
- Understand how personal presentation and behaviour contribute to a positive impression of yourself.
- Understand how to represent the organisation in a positive way to customers.
Improving and maintaining workplace competence in a financial services environment Real unit · iCan Qualifications Limited
This unit helps learners understand roles, responsibilities and how to maintain competence in the financial services environment.
What you'll be able to do
- Understand the roles and responsibilities within a financial services organisation
- Discuss and agree personal work objectives
- Identify areas for personal development
- Discuss and agree to a personal development plan (PDP) and work objectives
- Implement a personal development plan (PDP) and work objectives
Operating a multi-currency till Real unit · iCan Qualifications Limited
You'll develop the ability to set up, operate, and shut down a multi-currency till securely. The unit covers applying counter security measures and complying with relevant codes, laws, and regulatory requirements during till operations.
What you'll be able to do
- Set up a multi-currency till and prepare it for dealing with customers, ensuring all necessary procedures are followed
- Operate a multi-currency till effectively, applying appropriate counter security measures to prevent fraud and theft
- Shut down a multi-currency till correctly, following established procedures for security and reconciliation
- Monitor and comply with all relevant codes, laws and regulatory requirements related to operating a multi-currency till
Operating a sterling counter till Real unit · iCan Qualifications Limited
You'll learn to set up, operate, and shut down a sterling counter till securely and efficiently, applying counter security measures and complying with relevant codes, laws, and regulations.
What you'll be able to do
- Set up a sterling counter till correctly and prepare it for dealing with customers, ensuring all necessary equipment and resources are available.
- Operate a sterling counter till efficiently and accurately, applying appropriate counter security measures to prevent fraud and theft.
- Shut down a sterling counter till securely at the end of the day or shift, following established procedures.
- Monitor transactions and activities at the sterling counter till to ensure compliance with all relevant codes of conduct, laws, and regulatory requirements.
- Comply with all relevant codes of conduct, laws, and regulatory requirements when operating a sterling counter till.
Operating credit control procedures Real unit · iCan Qualifications Limited
It teaches you to identify instances of non-payment and take appropriate action in response. You'll follow organisational guidelines and legal requirements, evaluate the effectiveness of actions, and ensure compliance with credit control procedures.
What you'll be able to do
- Identify instances of non-payment in accordance with established procedures
- Take appropriate action in response to non-payment, following organisational guidelines and legal requirements
- Comply with all relevant codes, laws and regulatory requirements related to credit control procedures
Operating payment by instalments Real unit · iCan Qualifications Limited
It teaches you to arrange and monitor payment by instalments, manage failed payments, and comply with all relevant codes, laws, and organisational procedures to ensure effective payment plans.
What you'll be able to do
- Arrange payment by instalments according to organisational procedures.
- Monitor payments made by instalment to ensure timely receipt.
- Deal with failed payments according to organisational procedures and legal requirements.
- Comply with all relevant codes, laws and regulatory requirements when operating payment by instalments.
Payment Processing Practice Real unit · iCan Qualifications Limited
This unit equips learners with skills to process payment transactions accurately and efficiently using appropriate systems. You'll also develop problem-solving abilities to resolve issues related to payment transactions.
What you'll be able to do
- Process payment transactions accurately and efficiently, using appropriate systems and procedures.
- Resolve problems in relation to payment transactions, identifying the cause of the issue and implementing appropriate solutions.
- Accurately record payment transactions, maintaining complete and up-to-date records.
Payment Processing Principles Real unit · iCan Qualifications Limited
You'll gain knowledge of payment processing steps, methods, and security measures. The unit teaches you to identify and resolve common payment transaction problems and accurately record transactions in accordance with organisational requirements.
What you'll be able to do
- Understand the processes involved in processing payment transactions.
- Understand how to identify problems that may arise in relation to payment transactions.
- Understand how to resolve problems in relation to payment transactions, in line with organisational procedures.
- Understand how to accurately record payment transactions, in line with organisational procedures.
Planning and organising work in a financial services environment Real unit · iCan Qualifications Limited
This unit equips learners to plan work effectively within a financial services environment, ensuring they meet their work objectives.
What you'll be able to do
- Develop a work plan
- Meet work plan objectives
- Work with others
Preparation for Debt Collection Practice Real unit · iCan Qualifications Limited
You'll gain the ability to obtain necessary information to commence debt collection procedures and determine whether such procedures should proceed, ensuring compliance with organisational and legal requirements.
What you'll be able to do
- Obtain sufficient information to commence debt collection procedures.
- Confirm whether debt collection procedures should commence based on the information gathered.
Preparation for Debt Collection Principles Real unit · iCan Qualifications Limited
This unit provides learners with an understanding of debt collection principles. You'll learn to obtain sufficient information, understand applicable rules and regulations, and determine when debt collection procedures should commence in compliance with legal requirements.
What you'll be able to do
- Understand how to obtain sufficient information to commence debt collection activities
- Understand how rules and regulations relate to debtors and the collection of debt
- Determine if debt collection procedures need to commence, based on available information and relevant regulations
Preparing and delivering a sales demonstration Real unit · iCan Qualifications Limited
This unit covers the preparation and delivery of sales demonstrations, including understanding target audiences and aligning demonstrations with objectives. You'll learn to plan, present, and evaluate sales demonstrations effectively.
What you'll be able to do
- Understand how to prepare for a sales demonstration, considering the target audience and objectives.
- Understand how to deliver a sales demonstration effectively, using appropriate techniques and communication skills.
- Prepare for a sales demonstration, gathering necessary materials and information.
- Deliver a sales demonstration in a clear, concise, and engaging manner.
- Evaluate the sales demonstration, identifying areas for improvement and measuring its success.
Preparing and pursuing statements of account for financial products and services Real unit · iCan Qualifications Limited
You'll learn to prepare accurate statements of account for financial products and services and pursue outstanding balances professionally. The unit includes compliance with relevant codes, laws, and regulatory requirements, as well as effective communication with customers.
What you'll be able to do
- Accurately prepare statements of account for various financial products and services.
- Pursue outstanding statements of account for financial products and services in a professional and timely manner.
- Comply with all relevant codes, laws, and regulatory requirements when preparing and pursuing statements of account.
Processing applications for financing and credit facilities Real unit · iCan Qualifications Limited
This unit provides learners with skills to process applications for financing and credit facilities, matching customer requirements to suitable options while complying with relevant legislation and organisational procedures.
What you'll be able to do
- Confirm and match customer’s requirements for financing and/or credit to an appropriate facility offered by the organisation.
- Process applications for financing and/or credit facilities in accordance with established procedures.
- Understand the relevant legislation and regulation relating to the processing of applications for financing and credit facilities.
- Comply with all relevant legislation and regulation relating to the processing of applications for financing and credit facilities.
Processing customers’ financial transactions Real unit · iCan Qualifications Limited
You'll learn to process customer financial transactions accurately and efficiently, adhering to organisational procedures, regulatory requirements, and maintaining proper documentation.
What you'll be able to do
- Deal effectively with customer transactions, ensuring accuracy and efficiency.
- Handle all relevant documentation associated with customer transactions in accordance with organisational procedures.
- Comply with all relevant codes of conduct, laws, and regulatory requirements when processing customer transactions.
Processing documentation for bank or building society accounts Real unit · iCan Qualifications Limited
You'll gain skills to gather, produce, and issue documentation for bank or building society accounts. The unit covers verifying customer information and complying with relevant codes, laws, and regulatory requirements during documentation processing.
What you'll be able to do
- Gather information needed to process documentation for bank or building society accounts
- Produce the documentation required for bank or building society accounts
- Issue the documentation to the relevant parties
- Comply with all codes, laws and regulatory requirements when processing documentation
Processing documentation for financing and credit facilities Real unit · iCan Qualifications Limited
You'll learn to input, produce, and check documentation for financing and credit facilities. The unit emphasises accuracy, identification of discrepancies, and compliance with relevant legislation and regulations.
What you'll be able to do
- Input information accurately and efficiently, as required for processing documentation for financing and credit facilities
- Produce documentation for financing and credit facilities and check it for problems and discrepancies
- Understand and comply with relevant legislation and regulation covering financing and credit facilities, as they relate to the processing of documentation
Processing documentation for straightforward life, pensions and investment contracts Real unit · iCan Qualifications Limited
You'll gain knowledge of the roles and responsibilities within life, pensions, and investment businesses related to documentation processing. The unit covers preparing and issuing policies and other documentation for new or altered contracts while maintaining customer service 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 how to prepare policies and other documentation for life, pensions and investment contracts
- Understand the importance of customer service in the financial services industry
- Prepare documentation using standard wordings for new and/or altered life, pensions and investment contracts
- Issue to customers documentation with standard wordings for new and/or altered life, pensions and investment contracts
- Understand the requirements of all codes, laws and regulatory requirements relevant to processing life, pensions and investment contracts
- Comply with all codes, laws and regulatory requirements when processing life, pensions and investment contracts
Processing instructions for straightforward mortgage and/or financial planning business Real unit · iCan Qualifications Limited
This unit equips learners to process client requests for straightforward financial products and services. You'll accurately process payments, complete documentation, and comply with relevant codes, laws, and regulatory requirements.
What you'll be able to do
- Process client requests for straightforward financial products and services once agreed
- Process payments and complete documentation accurately
- Comply with relevant codes, laws and regulatory requirements
Processing life, pensions and investment business applications Real unit · iCan Qualifications Limited
This unit equips learners with knowledge of life, pensions, and investment business applications. You'll understand roles and responsibilities, process applications accurately, and determine the eligibility of applications for further processing.
What you'll be able to do
- Understand the roles and responsibilities of the various parties involved in life, pensions and investment business, in relation to the work being carried out
- Understand how to process applications for life, pensions and investment business products
- Determine whether a life, pension or investment business application can be processed, based on given criteria
- Complete a quotation for life, pension or investment business products, accurately and efficiently
- Inform the customer of the underwriting decision regarding a quotation for life, pension or investment business, clearly and professionally
- Understand the requirements of all relevant codes of practice, laws and regulatory requirements pertaining to life, pensions and investment business
- Comply with all relevant codes of practice, laws and regulatory requirements in the processing of life, pensions and investment business
Processing payments relating to stakeholder investment transactions or accounts Real unit · iCan Qualifications Limited
You'll develop the ability to process payments accurately and efficiently for stakeholder investment transactions or accounts. The unit includes maintaining comprehensive payment records, working within personal authority limits, and complying with internal procedures and external regulations.
What you'll be able to do
- Process payments due from and/or to stakeholders accurately and efficiently
- Maintain comprehensive records of payments due from and/or to stakeholders
- Act within defined personal authority levels when processing payments
- Work within established internal procedures at all times
- Comply with all relevant external requirements and regulations
Processing straightforward claims for uninsured losses Real unit · iCan Qualifications Limited
This unit provides an understanding of the insurance industry and general insurance policies related to uninsured losses. You'll learn to process straightforward claims, obtain necessary information, and communicate effectively to progress claims within organisational guidelines.
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 key features and exclusions.
- Understand how to process straightforward claims for uninsured losses, in line with organisational procedures.
- Obtain information required to progress a straightforward claim for uninsured losses, using appropriate methods.
- Communicate effectively with customers and third parties involved in the claim.
- Keep accurate and complete records of all communications and actions taken in relation to the claim.
- Understand the requirements of all relevant codes, laws and regulatory requirements relating to insurance claims.
- Comply with all relevant codes, laws and regulatory requirements when processing claims.
Processing straightforward insurance business as an intermediary Real unit · iCan Qualifications Limited
This unit covers the structure of the general insurance market and the roles and responsibilities of intermediaries and insurers. You'll gain knowledge of general insurance policies and develop the skills to process straightforward insurance cover requests in compliance with relevant regulations.
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
- Process requests for straightforward insurance cover
- Place straightforward new business with insurers
- Finalise straightforward insurance cover
- Understand the requirements of all codes, laws and regulatory requirements
- Comply with all codes, laws and regulatory requirements
Processing straightforward insurance policy documentation Real unit · iCan Qualifications Limited
This unit equips learners with knowledge of the insurance industry and general insurance policies to prepare and issue straightforward insurance policy documentation. You'll maintain accurate records and ensure compliance with relevant regulations throughout the documentation process.
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
- Prepare straightforward insurance policy documentation
- Issue documentation to the required procedures promptly
- Keep accurate and complete records
- Understand the requirements of all codes, laws and regulatory requirements relevant to processing insurance policy documentation
- Comply with all codes, laws and regulatory requirements when processing insurance policy documentation
Processing straightforward insurance renewals Real unit · iCan Qualifications Limited
You'll gain knowledge of the insurance industry, policy details, and organisational procedures for granting cover. The unit teaches you to process straightforward insurance renewals, gather necessary information, and identify relevant exclusions and requirements.
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 key features and exclusions.
- Understand organisational procedures and the circumstances for granting cover.
- Commence processing straightforward renewals, gathering all necessary information.
- Identify those renewals where claims have been made or there have been changes in circumstances that may affect the renewal terms.
- Invite / decline renewal based on information obtained, in line with organisational procedures.
- Keep accurate and complete records of all communications and actions taken in relation to the renewal.
- Understand the requirements of all relevant codes, laws and regulatory requirements relating to insurance renewals.
- Comply with all relevant codes, laws and regulatory requirements when processing renewals.
Processing straightforward insurance renewals as an intermediary Real unit · iCan Qualifications Limited
You'll understand the general insurance market and policy details relevant to insurance renewals. The unit covers processing straightforward insurance renewals as an intermediary, emphasising customer service and compliance with industry regulations.
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, including their key features and exclusions.
- Understand how to process straightforward insurance renewals as an intermediary, in line with organisational procedures.
- Understand the importance of customer service in the financial services industry.
- Process straightforward renewals of insurance cover, in line with organisational procedures.
- Arrange straightforward renewals, ensuring all necessary documentation is completed accurately.
- Finalise straightforward renewals, confirming cover with the customer and issuing relevant documentation.
- Understand the requirements of all relevant codes, laws and regulatory requirements relating to insurance renewals.
- Comply with all relevant codes, laws and regulatory requirements when processing renewals.
Processing straightforward mid-term amendments Real unit · iCan Qualifications Limited
This unit provides learners with an understanding of the general insurance market and policy details. You'll gain the skills to process straightforward mid-term amendments to insurance cover while complying with relevant codes, laws, and organisational procedures.
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
- Process straightforward mid-term amendments of insurance cover
- Arrange straightforward mid-term amendments with insurers
- Finalise straightforward 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 straightforward new insurance claims notifications Real unit · iCan Qualifications Limited
This unit covers processing straightforward new insurance claims notifications, including understanding industry roles, policy details, and organisational procedures. You'll assess claim validity and process claims accordingly.
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 information required to process a claim, including organisational procedures.
- Assess whether a claim is valid based on the information provided.
- Communicate with customers regarding the progress of their claim.
- 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 when processing claims.
Processing straightforward requests for payment against life, pensions and investment contracts Real unit · iCan Qualifications Limited
This unit equips learners with knowledge and skills to process straightforward payment requests against life, pensions, and investment contracts. You'll understand the roles of involved parties and be able to verify and decide on payment validity.
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 process straightforward requests for payment against life, pensions and investments contracts
- Decide if the requested payment against a life, pension or investment contract may be made
- Progress payment against a life, pension or investment contract
- Comply with all codes, laws and regulatory requirements
- Understand the requirements of all codes, laws and regulatory requirements
Promoting the organisation’s additional financial services products and services Real unit · iCan Qualifications Limited
This unit covers the promotion of an organisation's additional financial services products by identifying appropriate offerings based on customer needs. You'll ensure customers receive sufficient information for informed decisions and will understand regulatory requirements and sales monitoring.
What you'll be able to do
- Identify appropriate additional financial services products and services to promote to customers based on their needs
- Ensure that the customer is provided with sufficient and accurate information to enable them to make an informed decision about the products or services offered
- Regularly review sales targets for financial services products or services to ensure they are being met
- Comply with all relevant legal and organisational requirements when promoting financial services products
Providing an administrative service for mortgage and/or financial planning clients Real unit · iCan Qualifications Limited
You'll develop the ability to provide administrative support for mortgage and financial planning clients by handling information requests, preparing quotations and illustrations within authority limits, monitoring business flow, maintaining records, and complying with relevant codes and regulations.
What you'll be able to do
- Deal with straightforward requests for information from clients and colleagues effectively
- Prepare quotations and illustrations within the limits of own authority accurately
- Monitor the flow of mortgage and/or financial planning business and maintain records in accordance with organisational procedures
- Comply with all relevant codes, laws and regulatory requirements within the financial services sector
Providing information to customers in a financial services environment Real unit · iCan Qualifications Limited
You'll develop the ability to acknowledge customer requests and provide accurate information on financial products and services. The unit focuses on clear communication of complex information and adherence to organisational guidelines within a financial services environment.
What you'll be able to do
- Acknowledge customer requests for information in a financial services environment
- Provide information on financial products and/or services to customers
Resolve customer service problems Real unit · iCan Qualifications Limited
You'll learn to identify, assess, and prioritise customer service problems. The unit covers evaluating potential solutions, selecting the most appropriate actions, and communicating effectively to resolve issues in a professional manner.
What you'll be able to do
- Spot customer service problems promptly and accurately.
- Pick the best solution to resolve customer service problems effectively.
- Take action to resolve customer service problems efficiently and professionally.
- Resolve customer service problems in a timely and appropriate manner.
Selling by telephone - inbound Real unit · iCan Qualifications Limited
You'll gain knowledge and skills to sell effectively via inbound telephone calls, including call preparation, identifying customer needs, presenting products or services, handling objections, and closing sales. The unit emphasises relationship building and professional communication techniques.
What you'll be able to do
- Understand the key principles of selling by telephone in an inbound sales environment
- Understand effective techniques to close sales during inbound telephone sales calls
- Prepare effectively for inbound telephone sales calls
- Accurately identify customer needs during inbound telephone sales calls
- Present relevant products and/or services to the customer during inbound telephone sales calls
- Deal effectively with sales objections raised during inbound telephone sales calls
- Successfully close sales during inbound telephone sales calls
Selling by telephone - outbound Real unit · iCan Qualifications Limited
You'll learn to prepare for and conduct outbound telephone sales calls, identify customer needs, present products or services, close sales effectively, and comply with relevant legal requirements.
What you'll be able to do
- Understand how to sell by telephone (outbound), including relevant sales techniques and legal requirements.
- Understand how to close the sale during outbound telephone sales calls, using appropriate closing strategies.
- Prepare for the outbound telephone sales call, including researching the customer and the products/services.
- Identify customer needs during outbound telephone sales calls, using effective questioning techniques.
- Present products and/or services to the customer during outbound telephone sales calls, highlighting key benefits.
- Deal with sales objections during outbound telephone sales calls, providing appropriate solutions and reassurance.
- Close the sale during outbound telephone sales calls, confirming the details and next steps.
Selling face to face Real unit · iCan Qualifications Limited
You'll learn to prepare for and conduct face to face sales meetings, handle objections, and close sales using appropriate techniques while adhering to ethical sales practices.
What you'll be able to do
- Understand how to sell to customers face to face, considering different sales techniques and customer needs.
- Prepare for a sale by gathering relevant information and planning the sales approach.
- Conduct a face to face sales meeting with a customer, using effective communication and sales skills.
- Deal with sales objections during face to face sales situations, providing appropriate solutions and reassurance.
- Close the sale by confirming the customer's agreement and completing the necessary documentation.
Setting up bank or building society accounts for customers Real unit · iCan Qualifications Limited
This unit provides learners with the knowledge to identify customer financial needs, recommend suitable bank or building society accounts, and accurately set up accounts. You'll ensure compliance with organisational policies and regulatory requirements throughout the account setup process.
What you'll be able to do
- Obtain the necessary information required to accurately identify and confirm the most appropriate bank or building society account for a customer's needs.
- Obtain and accurately record all required customer details and documentation necessary for the setting up of the account.
- Set up the bank or building society account, ensuring full compliance with all relevant policies, procedures, and regulatory requirements.
Settling straightforward insurance claims Real unit · iCan Qualifications Limited
This unit covers the insurance industry and general insurance policies in relation to settling claims. You'll learn to obtain information, consider settlement options, and settle straightforward insurance claims within organisational and policy requirements.
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 key features and exclusions.
- Understand how to settle straightforward insurance claims within organisational requirements, policies and procedures.
- Obtain information required to support the settlement of the claim, using appropriate methods.
- Consider the settlement of the claim taking appropriate further action where required, such as seeking further information or referring to a senior colleague.
- Correctly settle straightforward claims, in line with organisational procedures and regulatory requirements.
- Keep accurate and complete records of all communications and actions taken in relation to the claim.
- Understand the requirements of all relevant codes, laws and regulatory requirements relating to insurance claims.
- Comply with all relevant codes, laws and regulatory requirements when settling claims.
Support customers using on-line customer services Real unit · iCan Qualifications Limited
You'll learn to support customers using online services by identifying support needs and digital litreacy levels. The unit covers providing clear guidance, ensuring data protection, and maintaining security during online customer interactions.
What you'll be able to do
- Establish the type of support their customer needs to achieve on-line customer service, using effective questioning techniques
- Establish the level of support their customer needs to achieve on-line customer service, considering their digital literacy
- Support on-line customer service in conversation with their customer, providing clear and concise instructions
- Support on-line customer service in conversation with their customer, demonstrating empathy and patience
- Understand the different methods of supporting customers using on-line services
- Understand the importance of accessibility when supporting customers using on-line services
Underwriting straightforward alterations to life, pensions and investment contracts Real unit · iCan Qualifications Limited
This unit covers the roles and responsibilities within life, pensions, and investment business related to underwriting. You'll understand underwriting principles for straightforward alterations and assess the accuracy and sufficiency of customer information.
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 underwrite straightforward alterations to life, pensions and investment contracts
- Make sure that information supplied by customers in support of a proposed alteration is sufficient and accurate enough for underwriting to take place
- Decide if the proposed alteration to a life, pension or investment contract can be accepted
- Inform the customer of the outcome regarding a proposed 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 straightforward new risks Real unit · iCan Qualifications Limited
This unit provides knowledge of the insurance industry, focusing on the roles of underwriters, brokers, and insurers. You'll identify and underwrite straightforward new risks in line with industry and organisational guidelines.
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 underwriters, brokers, and insurers.
- Understand the details of general insurance policies, including coverage, exclusions, and terms and conditions.
- Identify the nature and level of straightforward new risks, assessing factors such as property type, location, and occupancy.
- Underwrite the risk following industry and organisational processes, determining appropriate premiums and policy terms.
- Keep accurate and complete records of underwriting decisions and related information.
- Understand the requirements of all codes, laws and regulatory requirements relevant to underwriting.
- Comply with all codes, laws and regulatory requirements when underwriting new risks.
Underwriting straightforward policy alterations Real unit · iCan Qualifications Limited
You'll understand the roles within the insurance industry and the details of general insurance policies to underwrite straightforward policy alterations. They will assess alterations and communicate decisions appropriately.
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, including their terms, conditions, and exclusions.
- Identify the nature and level of straightforward policy alterations requested by customers.
- Provide clear and accurate details of the underwriting decision to the customer, explaining the rationale behind it.
- Keep accurate records of all policy alterations and decisions made.
- Complete all necessary documentation related to policy alterations in a timely and accurate manner.
- Understand the requirements of all relevant codes of conduct, laws, and regulatory requirements pertaining to underwriting.
- Comply with all relevant codes of conduct, laws, and regulatory requirements when underwriting policy alterations.
03The standards
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Assess and use financial information to reconcile accounts Legacy
- Standard
Assess and use financial information to reconcile stakeholder investment accounts Legacy
- Standard
Authorise financial transactions using telecommunications
- Standard
Contribute to reports for mortgage or financial planning clients
- Standard
Develop yourself to improve and maintain workplace competence in a financial services environment
- Standard
Effect amendments or renewals to existing insurance contracts
- Standard
Operate Payment by Instalments Legacy
- Standard
Operate a Multi-Currency Till
- Standard
Operate a sterling counter till
- Standard
Plan and Organise Your Work in a Financial Services Environment
- Standard
Prepare and Pursue Statements of Account for Financial Products and Services Legacy
- Standard
Process Documentation for Bank or Building Society Accounts
- Standard
Process Documentation for Bank or Building Society Accounts Legacy
- Standard
Process Documentation for Financing and Credit Facilities Legacy
- Standard
Process Straightforward Mid-Term Insurance Amendments
- Standard
Process instructions for straightforward mortgage or financial planning business
- Standard
Process payments relating to stakeholder investment transactions or accounts
- Standard
Process straightforward insurance business as an intermediary
Showing 18 of 23 standards these units map to.
04Where it leads
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 1 record
- 1 record
- 3 records
- 1 record
- 1 record
- 3 records
Showing 6 roles, drawn from 35 job records mapped to this qualification. Near-identical records are folded together, and each row says how many it stands for.
Where this can lead
Associate Debt Recovery Specialist
This role can lead to senior debt recovery work, handling complex litigated files, or into managing debt recovery operations.
See the whole journey05The credits
The credits, and who awards them
Level 2 credits are regulated, and they are awarded by iCan Qualifications Limited rather than by Zavmo. 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 have covered and what is next.
What you would be collecting
Agreeing the settlement of straightforward claims for uninsured lossesAssessing and using complex financial information to reconcile accountsAssessing and using financial information to reconcile stakeholder investment accountsAssessing and using straightforward financial information to reconcile accountsAuthorising financial transactions using telecommunicationsBuilding effective relationships with clients in a financial services environmentComplying with regulations within the financial services environmentContributing to reports for mortgage and/or financial planning clients
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration The Coach You have to open the conversation in “Debt Collection Negotiations Practice”. Say the first line to me, exactly as you would say it to them.
You I wanted to have a quick chat about how things have been going recently.
The Coach That is the warning shot, and they will spend it worrying. Try the version that says what this is about in the first sentence.
- Rehearse the conversation Apply
“Debt Collection Negotiations Practice” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Generating and qualifying sales leads” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Contributing to reports for mortgage and/or financial planning clients” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- Draft the real one Create
You do “Assessing and using complex financial information to reconcile accounts” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
iCQ Level 2 Certificate in Providing Financial Services (RQF)
- Assess and use financial information to reconcile accounts Legacy
- Assess and use financial information to reconcile stakeholder investment accounts Legacy
- Authorise financial transactions using telecommunications
- Contribute to reports for mortgage or financial planning clients
- Develop yourself to improve and maintain workplace competence in a financial services environment
- Effect amendments or renewals to existing insurance contracts
- Operate Payment by Instalments Legacy
- Operate a Multi-Currency Till
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Agreeing the settlement of straightforward claims for uninsured losses, one of this qualification's own units.
Applied to your work in any of these jobs
Which job do you mean?
This unit provides knowledge of the insurance industry, general insurance policies, and the process of agreeing settlements for straightforward claims involving uninsured losses. Learners will understand roles, responsibilities, and communication methods to manage claims fairly and in line with organisational procedures.
How the thinking builds
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for iCQ Level 2 Certificate in Providing Financial Services (RQF)
64 units in this credential, in the order it lists them, awarded by iCan Qualifications Limited.
- Agreeing the settlement of straightforward claims for uninsured losses
- Assessing and using complex financial information to reconcile accounts
- Assessing and using financial information to reconcile stakeholder investment accounts
- Assessing and using straightforward financial information to reconcile accounts
- Authorising financial transactions using telecommunications
- Building effective relationships with clients in a financial services environment
and 58 more in the full unit list below.
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
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.
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.