Highfield Qualifications · RQF Level 2
Highfield Level 2 Certificate in Providing Financial Services (RQF)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 2
- Total credits21
- Guided learning133 hours
- Units in this qualification64
Awarded by Highfield Qualifications · on the Ofqual register
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What you’ll learn
What each unit actually teaches you to do
Aimed at individuals working or aspiring to work in the financial services sector, this qualification covers key aspects of providing financial services. It includes principles of debtor call handling, processing finance applications, and delivering customer service in compliance with industry regulations.
These are the units Highfield Qualifications 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.
Agreeing the settlement of straightforward claims for uninsured lossesReal unit · Highfield Qualifications
You'll understand the roles within the insurance industry, details of general insurance policies, and the process of agreeing settlements for straightforward claims of uninsured losses, including effective communication of information.
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 settling claims
- Understand the details of general insurance policies, including coverage, exclusions, and limitations
- Understand how to agree the settlement of straightforward claims for uninsured losses, considering all relevant factors
- Obtain and communicate information needed to settle the claim for uninsured losses effectively, ensuring clarity and accuracy
- Follow organisational procedures in dealing with uninsured loss claims, including dealing with problems or complaints in a professional manner
- Correctly settle uninsured loss claims, ensuring that all payments are accurate and authorised
- Keep accurate and complete records of all claim-related activities, maintaining confidentiality and security
- Understand the requirements of all codes of conduct, laws, and regulatory requirements related to handling uninsured loss claims
- Comply with all codes of conduct, laws, and regulatory requirements when handling uninsured loss claims
Assessing and using complex financial information to reconcile accountsReal unit · Highfield Qualifications
You'll learn to assess complex financial information from various sources to reconcile accounts accurately. The unit includes identifying and analysing discrepancies and anomalies in financial data, resolving complex queries, and ensuring compliance with relevant codes, laws, and regulatory requirements.
What you'll be able to do
- Assess complex financial information to reconcile accounts, identifying discrepancies and anomalies
- Deal with and resolve complex queries relating to financial information and account reconciliation
- Comply with all relevant codes, laws and regulatory requirements when assessing financial information and reconciling accounts
Assessing and using financial information to reconcile stakeholder investment accountsReal unit · Highfield Qualifications
It teaches you to use financial information to reconcile stakeholder investment accounts, resolve discrepancies, provide clear information to relevant parties, and maintain accurate records in accordance with internal procedures.
What you'll be able to do
- Use financial information effectively to reconcile stakeholder investment accounts, identifying any discrepancies
- Resolve discrepancies identified during the reconciliation process, taking appropriate corrective action
- Provide clear and concise information about the reconciliation of stakeholder investment accounts to relevant parties
- Keep accurate and complete records of all reconciliation activities, ensuring auditability
- Work within internal procedures and guidelines when reconciling stakeholder investment accounts
- Comply with all external requirements and regulations related to the reconciliation of stakeholder investment accounts
Assessing and using straightforward financial information to reconcile accountsReal unit · Highfield Qualifications
You'll assess straightforward financial information for accuracy and completeness, resolve related queries, and comply with all applicable codes, laws, and regulatory requirements when reconciling accounts.
What you'll be able to do
- Assess straightforward financial information to ensure accuracy and completeness
- Deal with and resolve straightforward queries related to financial information, providing clear and helpful explanations
- Comply with all relevant codes of conduct, laws, and regulatory requirements when handling financial information
Authorising financial transactions using telecommunicationsReal unit · Highfield Qualifications
This unit covers the skills required to authorise financial transactions effectively using telecommunications.
What you'll be able to do
- Obtain and confirm all necessary details to commence the transaction process
Building effective relationships with clients in a financial services environmentReal unit · Highfield Qualifications
This unit focuses on the relationship-building skills necessary for effective client interactions in financial services contexts.
What you'll be able to do
- Prepare for the delivery of effective customer service
Complying with regulations within the financial services environmentReal unit · Highfield Qualifications
This unit provides learners with the knowledge and skills required to understand and comply with 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 clientsReal unit · Highfield Qualifications
You'll contribute to preparing reports for mortgage or financial planning clients by creating clear content, supporting valuations, and ensuring compliance with relevant codes, laws, and regulatory requirements.
What you'll be able to do
- Contribute to the preparation of reports in collaboration with mortgage advisers or financial planners
- Create clear and concise content for reports, ensuring accuracy and relevance
- Contribute to the production of valuations, providing supporting information as required
- Comply with all relevant codes of conduct, laws, and regulatory requirements within the financial services sector
Deal with customers using bespoke softwareReal unit · Highfield Qualifications
It teaches you to prepare for and deliver customer service using bespoke software, utilising the system to access information and process interactions effectively while understanding key operational principles.
What you'll be able to do
- Prepare to deliver customer service using bespoke software
- Deliver customer service using bespoke software
- Understand how to deal with customers using bespoke software
Dealing with customers by telephone in a financial services environmentReal unit · Highfield Qualifications
This unit equips learners with skills to initiate and conduct professional telephone conversations in a financial services environment. You'll understand effective communication techniques, address customer needs, and comply with legal and organisational requirements.
What you'll be able to do
- Initiate a telephone conversation with a customer, utilising appropriate telephone and supporting equipment.
- Understand how to communicate effectively with customers using a telephone and supporting equipment.
- Communicate effectively with customers using a telephone and supporting equipment.
- Address and resolve customer needs effectively via telephone.
- Adhere to all relevant legal and organisational requirements when dealing with customers by telephone.
Dealing with requests to cancel financial services products or servicesReal unit · Highfield Qualifications
It teaches you to handle requests to cancel financial services products or services sensitively. You'll understand how to discuss reasons for cancellation, ensure customers comprehend the implications of cancellation, and arrange for appropriate amendments to customer records.
What you'll be able to do
- Understand how to discuss the reason for the cancellation with the customer.
- Discuss the reason for the cancellation with the customer.
- Understand how to ensure the customer fully understands all the features and benefits which would be lost if cancelled.
- Ensure the customer fully understands all the features and benefits which would be lost if cancelled.
- Arrange for the customer records to be amended accordingly and for confirmation to be sent to the customer.
- Work within organisational procedures and legal and regulatory requirements when dealing with cancellation requests.
Dealing with straightforward claims for insured lossesReal unit · Highfield Qualifications
You'll gain understanding of the roles and responsibilities of parties involved in insurance claims. The unit covers general insurance policy details and procedures for handling straightforward claims, including obtaining necessary information and providing appropriate responses.
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 straightforward claims for insured losses
- Obtain information required to progress a straightforward claim for insured losses
- Provide advice to customers to help deal with the claim
- Work within organisational timescales when dealing with straightforward claims
- Keep accurate and complete records
- Understand the requirements of all codes, laws and regulatory requirements
- Comply with all codes, laws and regulatory requirements
Debt Collection Case Management Practice _pre legal_Real unit · Highfield Qualifications
You'll develop the ability to monitor debt collection progress, identify and address issues or delays, and liaise professionally with debtors, creditors, and legal representatives. They will also prepare documentation to support the commencement of legal proceedings.
What you'll be able to do
- Monitor the progress of debt collection procedures effectively, identifying any potential issues or delays
- Liaise with relevant parties involved in the debt collection process, including debtors, creditors, and legal representatives, in a professional and timely manner
- Prepare accurate and comprehensive documentation and evidence to support the commencement of legal proceedings for debt recovery
Debt Collection Case Management Principles _pre legal_Real unit · Highfield Qualifications
You'll gain an understanding of debt collection case management principles prior to legal action. The unit covers relevant legislation, ethical considerations, data protection, and effective communication with parties involved in debt collection.
What you'll be able to do
- Explain the fundamental principles of debt collection administration, including relevant legislation and ethical considerations
- Describe how to effectively liaise with relevant parties, such as debtors, creditors, and legal representatives, in relation to debt collection activities
- Explain how to prepare accurate and comprehensive documentation and evidence to support the commencement of legal proceedings for debt recovery
Debt Collection Negotiations PracticeReal unit · Highfield Qualifications
You'll learn to make professional contact with debtors, assess their ability to make payments, investigate disputes, and negotiate repayment solutions. The unit emphasises adherence to relevant guidelines and regulations governing debt collection.
What you'll be able to do
- Make contact with the debtor in an effective and appropriate way, adhering to relevant guidelines and regulations.
- Establish whether a debtor is able to make full and immediate payment of the outstanding debt.
- Record and, where appropriate, investigate any disputes raised by the debtor regarding the debt.
- Negotiate suitable and realistic repayment solutions with debtors, taking into account their individual circumstances.
Debt Collection Negotiations PrinciplesReal unit · Highfield Qualifications
This unit provides learners with knowledge of debt collection negotiation principles, including making initial contact with debtors, analysing debtor profiles, recording disputes, and negotiating repayment solutions in compliance with relevant regulations.
What you'll be able to do
- Explain how to make initial contact with the debtor in a manner that is both effective and appropriate, adhering to relevant guidelines and regulations
- Analyse the impact of a debtor’s profile, including their financial circumstances and history, on the debt collection process
- Describe how to accurately record and, where appropriate, thoroughly investigate any disputes raised by the debtor
- Explain how to negotiate mutually acceptable repayment solutions with debtors, considering their individual circumstances and the organisation's policies
Debt Repayment Monitoring PracticeReal unit · Highfield Qualifications
You'll be able to review debtor accounts regularly to identify overdue payments and potential repayment issues. The unit includes instigating appropriate actions in response to non-payment and monitoring accounts to safeguard repayment arrangements in line with organisational procedures.
What you'll be able to do
- Review debtor accounts regularly to identify any overdue payments or potential issues.
- Instigate appropriate action in response to non-payment, following organisational procedures and legal requirements.
- Monitor debtor accounts effectively to safeguard repayment arrangements and minimise the risk of bad debt.
Debt Repayment Monitoring PrinciplesReal unit · Highfield Qualifications
It teaches you to understand principles of debt repayment monitoring, including reviewing debtor accounts, instigating appropriate actions in response to non-payment, and monitoring accounts to safeguard repayment arrangements.
What you'll be able to do
- Understand how to review debtor accounts effectively
- Understand how to instigate appropriate action in response to non-payment of debts
- Understand how to monitor debtor accounts to safeguard repayment arrangements
Debtor Call Handling PracticeReal unit · Highfield Qualifications
You'll learn to plan and conduct inbound and outbound telephone calls with debtors effectively. The unit covers communication techniques and accurate recording of calls in line with organisational procedures.
What you'll be able to do
- Plan outbound telephone calls with debtors, taking into account relevant information and objectives.
- Conduct inbound and outbound telephone calls with debtors, using appropriate communication techniques.
- Accurately record details of inbound and outbound telephone calls with debtors, in accordance with organisational procedures.
Debtor Call Handling PrinciplesReal unit · Highfield Qualifications
This unit provides knowledge on planning and conducting inbound and outbound telephone calls with debtors. You'll understand how to use call scripts, identify debtor needs, negotiate payment arrangements, and accurately record call details.
What you'll be able to do
- Plan outbound telephone calls with debtors.
- Conduct inbound telephone calls with debtors.
- Conduct outbound telephone calls with debtors.
- Record inbound telephone calls with debtors.
- Record outbound telephone calls with debtors.
Deliver reliable customer serviceReal unit · Highfield Qualifications
You'll develop the ability to prepare for and deliver consistent, reliable customer service. The unit includes maintaining a professional environment, providing accurate information, responding to customer needs, and monitoring service delivery for quality assurance.
What you'll be able to do
- Prepare to deal with customers in a professional and courteous manner
- Give consistent and reliable service to customers, meeting their needs and expectations
- Check customer service delivery to ensure it meets required standards and identify areas for improvement
- Deliver reliable customer service that builds trust and loyalty
Generating and qualifying sales leadsReal unit · Highfield Qualifications
This unit provides learners with knowledge of practices, legislation, and processes for generating and qualifying sales leads, including prospecting for customers while adhering to ethical sales practices and data protection requirements.
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
Give customers a positive impression of yourself and your organisation.Real unit · Highfield Qualifications
This unit develops learners' ability to establish rapport with customers and communicate effectively. You'll respond appropriately to enquiries, adapt communication styles to customer needs, and understand how to create a positive impression of themselves and their organisation.
What you'll be able to do
- Establish rapport with customers in a retail environment
- Respond appropriately to customers in different situations
- Communicate information effectively to customers
- Understand how to give customers a positive impression of yourself and the organisation you represent
Improving and maintaining workplace competence in a financial services environmentReal unit · Highfield Qualifications
This unit covers the skills required to improve and maintain competence within a workplace environment in financial services.
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
Operating a multi-currency tillReal unit · Highfield Qualifications
This unit provides the necessary knowledge and skills for effectively operating a multi-currency till in a financial services environment.
What you'll be able to do
- Set up a multi-currency till and prepare for dealing with customers
Operating a sterling counter tillReal unit · Highfield Qualifications
You'll learn to set up, operate, and shut down a sterling counter till securely. The unit includes 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 sterling counter till and prepare it for dealing with customers
- Operate a sterling counter till, applying appropriate counter security measures
- Shut down a sterling counter till correctly
- Monitor and comply with all relevant codes, laws and regulatory requirements related to operating a sterling counter till
Operating credit control proceduresReal unit · Highfield Qualifications
It teaches you to operate credit control procedures effectively by identifying non-payment, determining underlying causes, taking appropriate actions, documenting processes, and complying with relevant codes, laws, and regulations.
What you'll be able to do
- Identify instances of non-payment in credit control processes.
- Determine the reasons for non-payment.
- Take appropriate action to address non-payment issues.
- Document all actions taken in relation to non-payment.
- Comply with all relevant codes, laws, and regulatory requirements related to credit control.
Operating payment by instalmentsReal unit · Highfield Qualifications
It teaches you to arrange and monitor payment by instalments with debtors. You'll ensure agreements are clear and compliant, track payments, identify missed payments, and manage failed payments according to codes, laws, and organisational procedures.
What you'll be able to do
- Arrange payment by instalments with debtors, ensuring agreements are clear and compliant.
- Monitor payments made by instalment, identifying any missed or late payments.
- Deal with failed payments in accordance with organisational procedures and regulatory requirements.
- Comply with all codes, laws and regulatory requirements when operating payment by instalments.
Payment Processing PracticeReal unit · Highfield Qualifications
You'll learn to process payment transactions accurately and efficiently, resolve related problems, and maintain precise records in line with organisational procedures.
What you'll be able to do
- Process payment transactions accurately and efficiently.
- Resolve problems in relation to payment transactions promptly and effectively.
- Accurately record payment transactions in accordance with organisational procedures.
Payment Processing PrinciplesReal unit · Highfield Qualifications
You'll gain a comprehensive understanding of payment processing principles, including methods, required information, and steps involved, as well as identifying and resolving common problems during payment transactions.
What you'll be able to do
- Understand how to process payment transactions
- Understand how to identify and resolve problems in relation to payment transactions
- Understand how to accurately record payment transactions
Planning and organising work in a financial services environmentReal unit · Highfield Qualifications
This unit focuses on the ability to effectively plan and organise work in a financial services context.
What you'll be able to do
- Develop a work plan
Preparation for Debt Collection PracticeReal unit · Highfield Qualifications
You'll learn to obtain sufficient information to commence debt collection and verify whether collection procedures should proceed. The unit includes gathering customer and debt details and confirming the validity and enforceability of debts.
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 · Highfield Qualifications
This unit covers the preparation for debt collection by teaching learners how to obtain sufficient information to commence debt collection processes. You'll understand relevant rules and regulations relating to debtors and debt collection, and how to determine when debt collection procedures should begin.
What you'll be able to do
- Understand how to obtain sufficient information to commence debt collection processes.
- Understand how rules and regulations relate to debtors and the collection of debt.
- Understand if debt collection procedures need to commence based on the information gathered.
Preparing and delivering a sales demonstrationReal unit · Highfield Qualifications
It teaches you to prepare and deliver sales demonstrations by analysing target audiences, employing persuasive techniques, and evaluating demonstrations to improve effectiveness.
What you'll be able to do
- Understand how to prepare for and deliver a sales demonstration effectively
- Prepare thoroughly for a sales demonstration, considering the audience and objectives
- Deliver a sales demonstration in a clear, engaging, and persuasive manner
- Evaluate the effectiveness of the sales demonstration and identify areas for improvement
Preparing and pursuing statements of account for financial products and servicesReal unit · Highfield Qualifications
It teaches you to prepare comprehensive statements of account for financial products and services and pursue outstanding accounts. You'll adhere to relevant codes, laws, and regulatory requirements throughout the process.
What you'll be able to do
- Prepare accurate and comprehensive statements of account for various financial products and services.
- Pursue outstanding statements of account for financial products and services, following appropriate procedures.
- Comply with all relevant codes, laws, and regulatory requirements when preparing and pursuing statements of account.
Processing applications for financing and credit facilitiesReal unit · Highfield Qualifications
You'll gain skills to confirm and match customer financing and credit requirements to suitable facilities. The unit covers processing applications while ensuring compliance with relevant legislation and regulations.
What you'll be able to do
- Confirm customer’s requirements for financing and/or credit.
- Match customer’s requirements for financing and/or credit to an appropriate facility.
- Process applications for financing facilities.
- Process applications for credit facilities.
- Understand legislation relating to the processing of applications for financing and credit facilities.
- Comply with legislation relating to the processing of applications for financing and credit facilities.
- Understand regulation relating to the processing of applications for financing and credit facilities.
- Comply with regulation relating to the processing of applications for financing and credit facilities.
Processing customers’ financial transactionsReal unit · Highfield Qualifications
You'll develop the ability to process customer financial transactions and documentation accurately and efficiently. The unit covers compliance with relevant codes, laws, and regulatory requirements to ensure transactions are handled correctly.
What you'll be able to do
- Deal with customer financial transactions accurately and efficiently
- Process customer documentation in accordance with organisational procedures
- Comply with all relevant codes of practice when processing customer financial transactions
- Adhere to all relevant laws and regulatory requirements when processing customer financial transactions
Processing documentation for bank or building society accountsReal unit · Highfield Qualifications
You'll gather necessary information, produce, and issue documentation for bank or building society accounts, ensuring accuracy and adherence to organisational procedures, codes of conduct, laws, and regulatory requirements.
What you'll be able to do
- Gather all necessary information required to process documentation for bank or building society accounts accurately and efficiently
- Produce the required documentation for bank or building society accounts in accordance with organisational procedures
- Issue the completed documentation to the appropriate parties in a timely manner
- Comply with all relevant codes of conduct, laws, and regulatory requirements when processing documentation for bank or building society accounts
Processing documentation for financing and credit facilitiesReal unit · Highfield Qualifications
This unit equips learners to input information accurately, produce documentation, and identify discrepancies when processing financing and credit facility documentation, while understanding and complying with relevant legislation and regulations.
What you'll be able to do
- Input information required for processing documentation for financing and credit facilities
- Produce documentation and check for problems and discrepancies
- Understand and comply with legislation and regulation covering financing and credit facilities as they relate to the processing of documentation
Processing documentation for straightforward life, pensions and investment contractsReal unit · Highfield Qualifications
This unit provides learners with an understanding of roles within life, pensions, and investment sectors and the importance of customer service. You'll prepare policies and documentation using standard wordings for new or altered contracts.
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, in line with organisational procedures.
- Understand the importance of customer service in the financial services industry and its impact on business success.
- Prepare documentation using standard wordings for new and/or altered life, pensions and investment contracts, ensuring accuracy and completeness.
- Issue to customers documentation with standard wordings for new and/or altered life, pensions and investment contracts, within agreed timescales.
- Understand the requirements of all relevant codes, laws and regulatory requirements relating to the processing of documentation.
- Comply with all relevant codes, laws and regulatory requirements when processing documentation.
Processing instructions for straightforward mortgage and/or financial planning businessReal unit · Highfield Qualifications
This unit equips learners to process client requests for straightforward financial products and services, including payments and documentation, ensuring accuracy, adherence to terms, and compliance with relevant codes, laws, and regulations.
What you'll be able to do
- Process client requests for straightforward financial products and services in accordance with agreed terms and conditions
- Process payments accurately and efficiently, adhering to organisational procedures
- Complete all necessary documentation accurately and in a timely manner
- Comply with relevant codes of conduct, laws, and regulatory requirements throughout the processing of financial products and services
Processing life, pensions and investment business applicationsReal unit · Highfield Qualifications
You'll understand roles and responsibilities within life, pensions, and investment business and apply procedures to process applications and complete quotations accurately and efficiently in line with organisational requirements.
What you'll be able to do
- Understand the roles and responsibilities of all parties involved in life, pensions, and investment business, relating to the specific tasks undertaken
- Understand the procedures for processing life, pensions, and investment business applications accurately and efficiently
- Determine whether a life, pension, or investment business application meets the required criteria for processing
- Complete a quotation for life, pension, or investment business accurately and in accordance with organisational procedures
- Inform the customer of the underwriting decision regarding their quotation for life, pension, or investment business clearly and professionally
- Understand the requirements of all relevant codes of conduct, laws, and regulatory requirements pertaining to life, pensions, and investment business
- Comply with all relevant codes of conduct, laws, and regulatory requirements when processing life, pensions, and investment business applications
Processing payments relating to stakeholder investment transactions or accountsReal unit · Highfield Qualifications
You'll learn to process payments related to stakeholder investment transactions or accounts accurately, maintain payment records, operate within personal authority levels, and comply with internal procedures and external regulations.
What you'll be able to do
- Process payments due from and/or to stakeholders
- Maintain records of payments due from and/or to stakeholders
- Act within personal authority levels
- Work within internal procedures
- Comply with external requirements and regulations
Processing straightforward claims for uninsured lossesReal unit · Highfield Qualifications
You'll understand the roles of parties within the insurance industry and the details of general insurance policies. They will develop skills to process straightforward claims for uninsured losses, gather required information, and communicate effectively with relevant parties.
What you'll be able to do
- Understand the roles and responsibilities of all parties involved in the insurance industry, specifically related to the processing of uninsured loss claims.
- Understand the key details and provisions of general insurance policies.
- Understand the procedures for processing straightforward claims for uninsured losses.
- Gather the necessary information to progress a straightforward claim for uninsured losses.
- Communicate effectively with customers and third parties involved in the claims process.
- Maintain accurate and complete records of all claim-related activities.
- Understand the requirements of all relevant codes, laws, and regulatory requirements pertaining to claims processing.
- Comply with all relevant codes, laws, and regulatory requirements when processing claims.
Processing straightforward insurance business as an intermediaryReal unit · Highfield Qualifications
You'll understand the general insurance market structure and the roles of parties involved. The unit covers processing straightforward insurance business as an intermediary, including policy features, benefits, exclusions, and accurate, efficient handling of requests.
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 features, benefits, and exclusions
- Process requests for straightforward insurance cover accurately and efficiently
- Place straightforward new business with insurers, following established procedures
- Finalise straightforward insurance cover, ensuring all necessary documentation is completed
- Understand the requirements of all relevant codes, laws and regulatory requirements relating to insurance business
- Comply with all relevant codes, laws and regulatory requirements when processing insurance business
Processing straightforward insurance policy documentationReal unit · Highfield Qualifications
This unit covers the roles and responsibilities within the insurance industry and details of general insurance policies. You'll prepare and issue straightforward insurance policy documentation accurately and promptly in accordance with organisational 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 benefits.
- Prepare straightforward insurance policy documentation, ensuring accuracy and completeness.
- Issue documentation to the required parties promptly, adhering to organisational procedures.
- Keep accurate and complete records of all processed documentation.
- Understand the requirements of all relevant codes, laws and regulatory requirements relating to insurance policy documentation.
- Comply with all relevant codes, laws and regulatory requirements when processing insurance policy documentation.
Processing straightforward insurance renewalsReal unit · Highfield Qualifications
This unit covers the roles and responsibilities within the insurance industry, details of general insurance policies, and organisational procedures for processing straightforward insurance renewals, including commencement and completion of renewals.
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
- Commence processing straightforward renewals
- Identify those renewals where claims have been made or there have been changes in circumstances
- Invite or decline renewal based on information obtained
- Keep accurate and complete records
- Understand the requirements of all codes, laws and regulatory requirements
- Comply with all codes, laws and regulatory requirements
Processing straightforward insurance renewals as an intermediaryReal unit · Highfield Qualifications
It teaches you to understand the general insurance market structure and intermediary responsibilities. You'll identify key policy details and develop skills to process straightforward insurance renewals as an intermediary in accordance with organisational procedures.
What you'll be able to do
- Understand the structure of the general insurance market and the roles and responsibilities of the various parties involved in insurance renewals.
- Understand the key details and provisions of general insurance policies relevant to renewals.
- Understand the process for handling straightforward insurance renewals as an intermediary.
- Understand the importance of providing excellent customer service within the financial services industry, particularly in the context of insurance renewals.
- Process straightforward renewals of insurance cover efficiently and accurately.
- Arrange straightforward renewals of insurance policies, ensuring appropriate cover is maintained.
- Finalise straightforward renewals of insurance policies, completing all necessary documentation and procedures.
- Understand the requirements of all relevant codes, laws, and regulatory requirements pertaining to insurance renewals.
- Comply with all relevant codes, laws, and regulatory requirements when processing insurance renewals.
Processing straightforward mid-term amendmentsReal unit · Highfield Qualifications
This unit covers the structure of the general insurance market and the roles and responsibilities of parties involved. You'll gain knowledge of general insurance policies and develop skills to process straightforward mid-term amendments accurately in line with organisational procedures.
What you'll be able to do
- Understand the structure of the general insurance market and the roles and responsibilities of the various parties involved, relating to the specific tasks undertaken
- Understand the details of various general insurance policies, including their terms, conditions, and exclusions
- Process straightforward mid-term amendments to insurance cover accurately and efficiently
- Arrange straightforward mid-term amendments with insurers in accordance with organisational procedures
- Finalise straightforward mid-term amendments to insurance policies, ensuring all necessary documentation is completed and updated
- Understand the requirements of all relevant codes of conduct, laws, and regulatory requirements pertaining to general insurance business
- Comply with all relevant codes of conduct, laws, and regulatory requirements when processing mid-term amendments to insurance policies
Processing straightforward new insurance claims notificationsReal unit · Highfield Qualifications
You'll gain an understanding of the insurance industry and general insurance policies relevant to processing straightforward new claims. The unit covers assessing claim validity, following organisational procedures, and communicating effectively with customers and other parties involved.
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 the claim is valid according to policy terms and organisational procedures.
- Communicate with customers regarding the progress of the claim in a clear and timely manner.
- Keep accurate and complete records of claim notifications and processing activities.
- Understand the requirements of all codes, laws and regulatory requirements relevant to claims processing.
- Comply with all codes, laws and regulatory requirements relevant to claims processing.
Processing straightforward requests for payment against life, pensions and investment contractsReal unit · Highfield Qualifications
You'll gain knowledge of roles and responsibilities within life, pensions, and investment business. The unit covers processing straightforward payment requests against contracts, including assessing payment eligibility and following established procedures.
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, following established procedures
- Decide if the requested payment against a life, pension or investment contract may be made, based on relevant criteria
- Progress payment against a life, pension or investment contract efficiently and accurately
- Comply with all relevant codes, laws and regulatory requirements when processing payments
- Understand the requirements of all relevant codes, laws and regulatory requirements relating to processing payments
Promoting the organisation’s additional financial services products and servicesReal unit · Highfield Qualifications
You'll understand how to identify and promote additional financial services products appropriately. The unit includes providing customers with sufficient information to make informed decisions and complying with organisational procedures for product promotion.
What you'll be able to do
- Understand how to identify appropriate additional financial services products and services to promote to customers
- Identify appropriate additional financial services products and services to promote to customers
- Understand how to ensure that the customer is provided with sufficient information to enable them to make an informed decision about the products or services offered
- Ensure that the customer is provided with sufficient 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
- Comply with legal and organisational requirements
Providing an administrative service for mortgage and/or financial planning clientsReal unit · Highfield Qualifications
It teaches you to provide administrative support for mortgage and financial planning clients. You'll handle information requests, prepare quotations and illustrations within authority limits, monitor business flow, maintain records, and ensure compliance with regulations.
What you'll be able to do
- Deal with straightforward requests for information from clients and colleagues
- Prepare quotations and illustrations within the limits of own authority
- Monitor the flow of mortgage and/or financial planning business and maintain records
- Comply with all codes, laws and regulatory requirements
Providing information to customers in a financial services environmentReal unit · Highfield Qualifications
You'll learn to acknowledge customer information requests promptly and professionally in a financial services context. They will also learn to provide accurate and relevant information on financial products and services tailored to customer needs.
What you'll be able to do
- Acknowledge customer requests for information in a financial services environment promptly and professionally, confirming receipt and providing estimated response times
- Provide accurate and relevant information on financial products and/or services to customers, tailoring explanations to their individual needs and understanding
Resolve customer service problemsReal unit · Highfield Qualifications
This unit develops learners' skills to identify and assess customer service problems promptly. You'll evaluate and select suitable solutions, take effective action to resolve issues, and understand methods for preventing future customer service problems.
What you'll be able to do
- Spot and identify customer service problems promptly and accurately
- Pick the best solution to resolve customer service problems, considering various factors and potential outcomes
- Take action to resolve customer service problems efficiently and effectively
- Resolve customer service problems, including understanding relevant policies, procedures, and resources
Selling by telephone - inboundReal unit · Highfield Qualifications
This unit provides learners with an understanding of inbound telephone sales principles and customer service. You'll prepare for sales calls, identify customer needs, present products or services effectively, and apply techniques to close sales successfully.
What you'll be able to do
- Understand the principles of selling by telephone (inbound) and the importance of customer service.
- Understand how to effectively close a sale during inbound telephone sales calls, using appropriate techniques.
- Prepare for an inbound telephone sales call, gathering necessary information and resources.
- Identify customer needs during inbound telephone sales calls through effective questioning and active listening.
- Present products and/or services to the customer during inbound telephone sales calls, highlighting key features and benefits.
- Deal with sales objections during inbound telephone sales calls, addressing concerns and providing solutions.
- Close the sale during inbound telephone sales calls, confirming details and arranging next steps.
Selling by telephone - outboundReal unit · Highfield Qualifications
This unit provides learners with knowledge of outbound telephone sales principles, including preparation for calls and identifying customer needs. You'll learn to present products or services effectively, handle objections, and close sales while adhering to legal and ethical considerations.
What you'll be able to do
- Understand the fundamental principles of selling by telephone (outbound)
- Understand techniques to effectively close a sale during outbound telephone sales calls
- Prepare effectively for making outbound telephone sales calls
- Accurately identify customer needs during outbound telephone sales calls
- Present relevant products and/or services to the customer during outbound telephone sales calls
- Deal effectively with sales objections raised during outbound telephone sales calls
- Successfully close the sale during outbound telephone sales calls
Selling face to faceReal unit · Highfield Qualifications
It teaches you to sell products or services face to face by preparing for sales meetings, conducting presentations, handling objections, and closing sales. You'll understand the sales process and the importance of building rapport with customers.
What you'll be able to do
- Explain how to effectively sell products or services to customers in a face-to-face setting
- Prepare thoroughly for a face-to-face sales meeting, including researching the customer's needs and preparing relevant materials
- Conduct a professional and engaging face-to-face sales meeting with the customer, building rapport and presenting the value proposition
- Address and overcome sales objections effectively during face-to-face sales situations, providing clear and persuasive responses
- Close the sale successfully, securing the customer's commitment and completing the necessary paperwork
Setting up bank or building society accounts for customersReal unit · Highfield Qualifications
This unit equips learners with the knowledge to obtain and record customer information accurately for setting up bank or building society accounts. You'll ensure account setup complies with organisational policies and regulatory requirements.
What you'll be able to do
- Obtain the information required to identify the customer and confirm the appropriate account type.
- Obtain and accurately record all customer details and documentation required for the setting up of the account.
- Set up the account ensuring compliance with organisational policies, procedures and regulatory requirements in all activities.
Settling straightforward insurance claimsReal unit · Highfield Qualifications
You'll understand and apply principles for settling straightforward insurance claims within organisational requirements, including knowledge of industry roles, general insurance policy details, and effective information gathering.
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 straightforward insurance claims within organisational requirements
- Obtain information required to support the settlement of the claim
- Consider the settlement of the claim, taking appropriate further action where required
- Correctly settle straightforward claims
- Keep accurate and complete records
- Understand the requirements of all codes, laws and regulatory requirements
- Comply with all codes, laws and regulatory requirements
Support customers using on-line customer servicesReal unit · Highfield Qualifications
It teaches you to identify customer needs for on-line services and provide appropriate support through clear communication. You'll understand different on-line customer service types and use suitable tools to assist customers effectively.
What you'll be able to do
- Establish the type and level of support a customer needs to achieve their desired outcome when using on-line customer services
- Support customers using on-line customer services through effective communication and guidance
- Understand the methods and techniques used to support customers effectively when using on-line services
Underwriting straightforward alterations to life, pensions and investment contractsReal unit · Highfield Qualifications
This unit covers the roles and responsibilities of parties involved in life, pensions, and investment business, focusing on underwriting straightforward alterations. You'll understand established procedures and ensure information supplied by customers is accurate and complete.
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, following established procedures
- 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, based on relevant criteria
- Inform the customer of the outcome regarding a proposed alteration to a life, pension or investment contract clearly and professionally
- Understand the requirements of all relevant codes, laws and regulatory requirements relating to underwriting alterations
- Comply with all relevant codes, laws and regulatory requirements when underwriting alterations
Underwriting straightforward new risksReal unit · Highfield Qualifications
You'll understand the roles and responsibilities of parties within the insurance industry and the details of general insurance policies. The unit covers identifying and underwriting straightforward new risks in accordance with industry codes, laws, and regulatory requirements, and maintaining accurate records.
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.
- Identify the nature and level of straightforward new risks.
- Underwrite the risk following industry and organisational processes.
- Keep accurate and complete records of underwriting activities.
- Understand the requirements of all codes, laws and regulatory requirements relevant to underwriting.
- Comply with all codes, laws and regulatory requirements relevant to underwriting.
Underwriting straightforward policy alterationsReal unit · Highfield Qualifications
This unit covers the roles and responsibilities within the insurance industry related to underwriting straightforward policy alterations. You'll understand general insurance policy features and be able to identify, assess, and communicate decisions regarding policy changes.
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
- Identify the nature and level of straightforward policy alterations
- Provide details of the decision to the customer
- Keep accurate records and complete records
- Understand the requirements of all codes, laws and regulatory requirements
- Comply with all codes, laws and regulatory requirements
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 2 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.
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 stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
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.
Highfield Level 2 Certificate in Providing Financial Services (RQF)
- Administer the collection of financial orders levied by courts and tribunals
- Administer the debt collections process Legacy
- Assess and use financial information to reconcile accounts Legacy
- Assess and use financial information to reconcile stakeholder investment accounts Legacy
- Assist in Controlling Customer Accounts
- Authorise financial transactions using telecommunications
- Contribute to reports for mortgage or financial planning clients
- Deal with customers by telephone in a financial services environment
Where this can lead
Debt Recovery Specialist
Your journey here isn't just a job; it's a chance to build a robust career in a critical area of legal practice. We're looking for people who want to grow, learn, and make a real impact, and we'll support you every step of the way.
See the whole journey →Opens the roleDebt Recovery SpecialistOne of the jobs this qualification is a route into · 1 near-identical record folded inSee the role →Opens the roleAssociate Debt Recovery SpecialistOne of the jobs this qualification is a route into · 1 near-identical record folded inSee the role →Opens the roleJunior Collections OfficerOne of the jobs this qualification is a route intoSee the role →Opens the roleSenior Debt Recovery SpecialistOne of the jobs this qualification is a route intoSee the role →Opens the roleUnderwriterOne of the jobs this qualification is a route intoSee the role →Opens the roleCollections ManagerOne 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 77 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 the collection of financial orders levied by courts and tribunalsAdminister the debt collections process LegacyAssess and use financial information to reconcile accounts LegacyAssess and use financial information to reconcile stakeholder investment accounts LegacyAssist in Controlling Customer AccountsAuthorise financial transactions using telecommunicationsContribute to reports for mortgage or financial planning clientsDeal with customers by telephone in a financial services environmentDeal with straightforward claims for insured losses LegacyMonitor and Safeguard Debt Repayment Arrangements LegacyObtain and validate credit information to instigate debt collections LegacyOpen an account and carry out administration relevant to the securities or derivativesOperate Payment by Instalments LegacyOperate a sterling counter tillPlan and Organise Your Work in a Financial Services EnvironmentPrepare and Pursue Statements of Account for Financial Products and Services LegacyProcess Customers’ Financial TransactionsProcess Documentation for Bank or Building Society Accounts+14 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 understand the roles within the insurance industry, details of general insurance policies, and the process of agreeing settlements for straightforward claims of uninsured losses, including effective communication of information.
How the thinking builds
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for Highfield Level 2 Certificate in Providing Financial Services (RQF)
64 units in this credential, in the order it lists them, awarded by Highfield Qualifications.
- 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.
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.