Qualifications Structure
Providing Financial Services SVQ Levels 2 and 3
Final version: November 2009
Draft Structure of Reviewed SVQ Levels 2 & 3: Providing Financial Services
AT LEVEL 2
Candidates must complete a total of 6 units which must include the 3 Core Competence units from
Mandatory Group A2, Financial Services Core Competences, plus at least two units from one of the
Technical Options Groups B2, C2, D2, E2, F2, G2, H2 and J2. One further unit must be selected from any
Technical or Cross-sector Group from B2 to L2. Additional units may also be selected for completion from
any of the Technical and Cross-sector groups at level 2, but this is not compulsory for the achievement of the
Level 2 SVQ.
Mandatory Group A2: Financial Services Core Competences
FCC01
FCC02
FCC04
Develop yourself to improve and maintain workplace competence in a financial services
environment
Plan and organise your work in a financial services environment
Ensure you comply with regulations in the financial services environment
Technical Group B2:
Bank and Building Society Accounts Options
Technical Group E2:
General Takaful Options
BBS01
GTC01
BBS03
BBS04
BBS05
BBS09
IO14
GFS01
Set up bank or building society accounts for
customers
Authorise financial transactions using
telecommunications
Operate a sterling counter till
Operate a multi-currency till
Process documentation for bank or building society
accounts
Build effective relationships with clients in a financial
services environment
Provide information to customers in a financial
services environment
GTC02
GTC03
GTC05
GTC09
GTI11
GTII2
GTII3
Technical Group C2:
Customer Payments for Financial Products and
Services Options
GTU18
GTU19
GTU20
GTU26
GFS01
FCP01
FCP02
GFS02
FCP03
FCP04
FCP05
GFS01
Process customers’ financial transactions
Assess and use financial information to reconcile
accounts
Operate credit control procedures
Prepare and pursue statements of account for
financial products and services
Operate payment by instalments
Provide information to customers in a financial
services environment
Technical Group F2:
Investment Operations Options
IO10
IO12
Technical Group D2:
General Insurance Options
GIC01
GIC02
GIC03
GIC05
GIC09
GII11
GII12
GII13
GIU18
GIU19
GIU20
GIU26
GFS01
GFS02
Process straightforward new insurance claims
notifications
Settle straightforward insurance claims
Deal with straightforward claims for insured losses
Process straightforward claims for uninsured losses
Agree settlement of straightforward claims for uninsured
losses
Process straightforward insurance business as an
intermediary
Process straightforward insurance renewals as an
intermediary
Process straightforward mid-term insurance
amendments
Underwrite straightforward new risks
Process insurance policy documentation
Process straightforward insurance renewals
Underwrite straightforward policy alterations
Provide information to customers in a financial services
environment
Deal with requests to cancel financial services products
or services
Process straightforward new takaful claims
notifications
Settle straightforward takaful claims
Deal with straightforward claims for takaful losses
Process straightforward claims for losses not covered
by the takaful contract
Agree settlement of straightforward claims for losses
not covered by the takaful contract
Process straightforward takaful business as an
intermediary
Process straightforward takaful contract renewals as
an intermediary
Process straightforward mid-term takaful contract
amendments
Underwrite straightforward new takaful business
Process takaful contract documentation
Process straightforward takaful contract renewals
Underwrite straightforward takaful contract alterations
Provide information to customers in a financial
services environment
Deal with requests to cancel financial services
products or services
IO14
GFS01
Assess and use financial information to reconcile
stakeholder investment accounts
Process payments relating to stakeholder
investment transactions or accounts
Build effective relationships with clients in a
financial services environment
Provide information to customers in a financial
services environment
Technical Group G2:
Life, Pensions and Investments Options
LPI01
LPI02
LPI03
LPI07
IO14
GFS01
Process new life, pensions and investment business
quotations
Underwrite straightforward alterations to life, pensions
and investment contracts
Process straightforward requests for payment against
life, pensions and investment contracts
Process documentation for straightforward life,
pensions and investment contracts
Build effective relationships with clients in a financial
services environment
Provide information to customers in a financial
services environment
Final version: November 2009
Draft Structure of Reviewed SVQ Levels 2 & 3: Providing Financial Services
Technical Group H2:
Financing and Credit Options
Cross-sector Group K2:
Financial Services Customer Care Options
FC09
FC10
ICS 21
ICS 31
FCS02
IO14
GFS01
Process applications for financing and credit facilities
Process documentation for financing and credit
facilities
Build effective relationships with clients in a financial
services environment
Provide information to customers in a financial
services environment
Technical Group J2:
Administration for Mortgage and/or Financial
Planning Intermediaries Options
MFP01
MFP02
MFP03
GFS01
Provide an administrative service for mortgage and/or
financial planning clients
Process instructions for straightforward mortgage and
financial planning business
Contribute to reports for mortgage and/or financial
planning clients
Provide information to customers in a financial
services environment
Deliver reliable customer service
Resolve customer service problems
Deal with customers by telephone in a financial
services environment
Cross-sector Group L2:
Financial Services Sales Process Options
FSP01
MSC A3
MSSSB 7.1
MSSSB 7.3
MSSSB 7.2
MSSSB 2.8
Promote the organisation’s additional financial
services products and/or services
Develop your personal networks
Generate and follow-up sales leads
Sell products or services over the telephone
Sell products or services face-to-face
Develop, implement and monitor sales call plans
Final version: November 2009
Draft Structure of Reviewed SVQ Levels 2 & 3: Providing Financial Services
AT LEVEL 3
Candidates must complete a total of 7 units which must include the 3 Core Competence units from
Mandatory Group A3, Financial Services Core Competences, plus at least two units from one of the
Technical Options Groups B3 – L3. Two further units must be selected from any Technical or Cross-sector
Group B3 to P3. Additional units may also be selected for completion from any of the Technical and Crosssector groups at levels 2 and 3, but this is not compulsory for the achievement of the Level 3 SVQ.
Mandatory Group A3: Financial Services Core Competences
FCC01
FCC03
FCC04
Develop yourself to improve and maintain workplace competence in a financial services environment
Develop productive working relationships in a financial services environment
Ensure you comply with regulations in the financial services environment
Technical Group B3: Bank and Building Society Account
Options
BBS02
BBS06
BBS07
BBS08
IO15
IFP01
GFS01
IO13
Establish, monitor and maintain bank or building society accounts for
customers
Manage branch counter services
Group
Supervise
theBadministration of retail financial products and services
Process the transfer of foreign currency
Manage the business relationship with clients in a financial services
environment
Communicate the practice and principles of Islamic banking to
customers and colleagues
Provide information to customers in a financial services environment
Deal with complaints relating to financial services products and/or
services
Technical Group C3:
General Insurance Options
GIC04
GIC06
GIC07
GIC08
GII10
GII14
GII15
GII16
GII17
GIU21
GIU22
GIU23
GIU24
GIU25
GFS01
Deal with complex claims for uninsured losses
Deal with complex claims for insured losses
Carry out initial assessment and investigate complex
insurance claims
Settle complex insurance claims
Evaluate insurance products and services
Process complex new insurance business as an
intermediary
Process complex insurance renewals as an intermediary
Process complex mid-term insurance amendments
Evaluate risk and advise other insurance intermediaries
Underwrite complex new risks
Prepare insurance policy documentation for complex
new business
Process complex insurance policy alterations
Process complex insurance renewals
Review underwriting decisions to accept risks
Provide information to customers in a financial services
environment
Technical Group E3: General Takaful Options
GTC04
Deal with complex claims for losses not covered by the
takaful contract
GTC06 Deal with complex claims for losses covered by the takaful
contract
GTC07 Carry out initial assessment and investigate complex takaful
claims
GTC08 Settle complex takaful claims
GTI10
Evaluate takaful products and services
GTI14
Process complex new takaful business as an intermediary
GTI15
Process complex takaful contract renewals as an
intermediary
GTI16
Process complex mid-term takaful contract amendments
GTI17
Evaluate new takaful business and advise other takaful
intermediaries
GTU21 Underwrite complex new takaful business
GTU22 Prepare takaful contract documentation for complex new
business
GTU23 Process complex takaful contract alterations
GTU24 Process complex takaful contract renewals
GTU25 Review underwriting decisions to accept takaful business
IFP02
Communicate the practice and principles of Takaful to
customers or colleagues
GFS01 Provide information to customers in a financial services
environment
Technical Group F3:
Financing and Credit Options
FC01
FC02
FC03
FC04
FC05
FC06
FC07
Technical Group D3:
Investment Operations Options
IO01
IO02
IO03
IO04
IO05
IO06
IO07
IO08
IO09
IO11
IO13
IO15
Prepare and present investment market information to
stakeholders
Establish and maintain investor details and records
Reconcile investment market transactions
Maintain the custody of assets on behalf of the investor
Arrange the settlement of investment transactions
Measure the performance of investments
Establish the price of assets and investments/units
Supervise investment operations systems and
processes
Process Trades (Global Settlement)
Process corporate actions on behalf of investors
Deal with complaints relating to financial services
products and/or services
Manage the business relationship with clients in a
financial services environment
FC08
GFS01
Appraise and authorise applications for personal financing
and credit facilities
Progress personal property financing applications
Charge and control securities for financing
Appraise applications for business financing and credit
facilities
Progress and finalise applications for business financing and
credit facilities
Monitor and review financing and credit facilities
Manage the quality of decisions to offer financing and credit
facilities
Investigate arrears and recover debts
Provide information to customers in a financial services
environment
Technical Group G3
Debt Collections Options
DC01
DC02
DC03
DC04
DC05
DC06
DC07
DC08
Obtain and validate credit information to instigate debt
collections
Agree a way forward on repayments with the debtor
Negotiate repayment solutions to outstanding debts
Authorise financial transactions using telecommunications
Handle telephone calls with debtors in an effective way
Monitor and safeguard debt repayment arrangements
Administer the debt collections process
Oversee and maintain the effectiveness of the debt
collections process
Final version: November 2009
Draft Structure of Reviewed SVQ Levels 2 & 3: Providing Financial Services
Technical Group H3:
Life, Pensions and Investments Options
Technical Group L3
Providing Advice for Retirement Options
LPI04
SFR1
LPI05
LPI06
LPI08
LPI09
LPI10
LPI11
GFS01
Authorise requests for payment against life, pensions and
investment contracts
Authorise the underwriting of life, pensions and investment
contracts
Manage and develop the customer relationship to enhance
the flow of financial services business
Process documentation for complex life, pensions and
investment contracts
Underwrite complex new life, pensions and investment
business quotations
Underwrite complex alterations to life, pensions and
investment contracts
Process complex requests for payment against life,
pensions and investment contracts
Provide information to customers in a financial services
environment
SFR2
SFR3
SFR4
SFR5
SFR6
Cross-sector Group M3:
Financial Services Customer Care Options
Technical Group J3:
Administration for Mortgage and/or Financial
Planning Intermediaries Options
ICS 25
ICS 28
MFP4
ICS 26
MFP05
MFP06
MFP07
GFS01
Facilitate an administrative service for mortgage and/or
financial planning clients
Process instructions for complex mortgage and/or
financial planning business
Complete reports for mortgage and/or financial planning
clients
Supervise mortgage and/or financial planning
administrative systems and processes
Provide information to customers in a financial services
environment
Technical Group K3
Pension Scheme Administration Options
PSA1
PSA2
PSA3
PSA4
PSA5
PSA6
PSA7
PSA8
PSA9
PSA10
PSA11
PSA12
PSA13
PSA14
PSA15
PSA16
PSA17
PSA18
PSA19
Collate pension scheme new entrant records
Process pension scheme new entrant records
Process pension scheme transfers in
Process applications for pension scheme additional
voluntary contributions
Process pension scheme early leavers notifications
Process applications for pension scheme transfers out
Quote on defined benefit pension scheme retirement
benefits
Process defined benefit pension scheme retirement
benefits
Quote on defined contribution pension scheme
retirement benefits
Process defined contribution pension scheme
retirement benefits
Process pension scheme death benefits
Process pension sharing and earmarking on divorce
Dealing with pension scheme complaints and disputes
Provide information on request from a pension
scheme member or member’s representative
Maintain pension scheme records using periodic
updating processes
Provide periodic pension scheme information to
relevant parties
Respond to pension scheme enquiries
Maintaining Employee Records (AOSG 71)
Managing the Payroll Function (AOSG 74)
Engage with the customers and establish reasons for
seeking advice on savings for retirement
Establish the customer's key savings for retirement
needs
Identify ways of meeting savings for retirement needs
for the customer to consider
Identify and agree priorities and options for the
customer to enable informed pension choices
Review and present information to provide advice on
savings for retirement
Refer the customer to further information or advice on
savings for retirement
FCS01
Organise the delivery of reliable customer service
Plan, organise and control customer service
operations
Provide callers with specialised assistance in a
financial services environment
Improve the customer relationship
Cross-sector Group N3:
Leadership & Management Options
MSC D7
MSC B5
MSC E2
MSC D6
Provide learning opportunities for colleagues
Provide leadership for your team
Manage finance for your area of responsibility
Allocate and monitor progress and quality of work in
your area of responsibility
MSC D3 Recruit, select and retain colleagues
MSC B6 Provide leadership in your area of responsibility
MSC B8 Ensure compliance with legal, regulatory, ethical &
social requirements
Cross-sector Group P3:
Financial Services Sales Process Options
MSSSB 2.9 Contribute to the development of new products and
services
MSSSB 2.4 Sales activity planning
MSSSB 5.3 Develop and deliver a professional sales presentation
FSP02
Develop and maintain business relations with financial
services’ introducers
FSP03
Process financial services sales support
administration for agencies
Final version: November 2009