EXPLORE THE MAP

The Professional Map sets the international benchmark for professional excellence in your sector. Learn what this means for you by exploring the behaviours, enablers and technical expertise within the map. 

BEHAVIOURS

Thinking about the way you approach your work and working relationships, select from the following list of behaviours to map your way to professional success.

BEHAVIOURS: CURIOSITY

Future focussed, is inquisitive and open-minded, shows an interest in what is going on around them, wants to learn and develop, generates new ideas, is creative in their thinking and is open and adaptable to change.

Explore what this means for each band:

 These competency standards typically apply to front line staff, administrative and entry level roles:

  • I am interested in my work and show an interest in activities beyond my immediate responsibility
  • I reflect on my capabilities, am open to new learning opportunities and continually develop my skills
  • I am open to different ways of working
  • I think of new ways of approaching issues and offer different ideas
  • I am aware of changing business, technological and economic factors

Associated terms and attributes:

Adaptability

Continuous learning and growth

Environmental awareness

Innovation

Purpose

Teamwork

 

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I am interested in why things are done in certain ways, and question beyond the obvious
  • I broaden my experience and invest time in learning activities to continually stay up to date and prepare for the future
  • I am open to change and communicate and implement its benefits
  • I propose realistic, innovative solutions and improvements
  • I adapt quickly to changing business, technological and economic factors

Associated terms and attributes:

Adaptability

Continuous learning and growth

Environmental awareness

Innovation

Teamwork

These competency standards typically apply to middle managers and senior technical roles: 

  • I seek to understand issues in depth to tackle root causes of business challenges or opportunities
  • I proactively spot and implement opportunities to coach others to help them learn and develop
  • I actively promote and champion change initiatives
  • I support and drive innovation, disruptive thinking and new initiatives
  • I identify and embrace changes in working practices and implement plans that maximise the benefits of those changes

Associated terms and attributes:

Adaptability

Championing change

Continuous learning and growth

Innovation

Inquisitiveness

These competency standards typically apply to senior leaders and business owners:

  • I strive for full mastery of complex issues and how they apply to my customers and business
  • I create a culture that allows individuals to learn and develop themselves
  • I create and lead strategic change initiatives whilst balancing short term business needs
  • I role model creative and disruptive thinking throughout the organisation
  • I lead strategic changes in working practices and implement organisational plans that maximise the benefits of those changes

Associated terms and attributes:

Adaptability

Championing change

Coaching

Continuous learning and growth

Innovation

Inquisitiveness

Strategy

BEHAVIOURS: CUSTOMER FOCUS

Recognises customers' needs, meets their requirements and adds value to customer outcomes, balances customer and business demands and demonstrates commercial awareness.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I take measures to understand what the customer requires and ensure that I consistently meet their demands and needs
  • I treat all customers fairly and take particular care when dealing with those in vulnerable circumstances
  • I understand there may be a conflict between customer and business needs
  • I know the business drivers for my organisation
  • I understand who does what in my organisation, who my key stakeholders are and how this impacts on my responsibilities

Associated terms and attributes:

Customer needs

Customer centricity

Ethical dilemmas

Vulnerable customers

Inclusivity

Organisational awareness

Strategic awareness

 

 

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I anticipate customers’ future demands and needs and initiate appropriate action
  • I proactively seek to understand the needs and issues of customers and ensure I am serving their wider best interests
  • I lead by example through identifying opportunities to add value to customer outcomes
  • I make decisions that balance the customer and business requirements
  • I stay up to date with changes in my organisation and the market

Associated terms and attributes:

Commercial acumen

Customer needs

Customer centricity

Ethical dilemmas

Listening

Organisational awareness

 

 

These competency standards typically apply to middle managers and senior technical roles:

  • I use customer feedback to inform business plans and priorities
  • I use feedback to strive for fair customer outcomes and anticipate circumstances from which vulnerabilities may arise
  • I encourage others to use their initiative to achieve better customer outcomes
  • I take decisions that account for longer term customer and business requirements
  • I invest time in staying up to date with market trends, customer demands and competitor activity

Associated terms and attributes:

Commercial acumen

Customer centricity

Customer needs

Customer relationships

Market intelligence

Listening

 

These competency standards typically apply to senior leaders and business owners:

  • I create strategies and systems that reinforce the importance of providing an excellent customer experience
  • I inspire and champion a culture focused on good customer outcomes
  • I ensure that the customer is at the heart of decision making and business planning
  • I demonstrate broad business thinking and sound commercial judgement in generating ideas
  • I produce robust strategies to develop sustainable customer propositions

Associated terms and attributes:

Commercial acumen

Customer centricity

Strategy planning

Leadership

BEHAVIOURS: DRIVE TO DELIVER

Takes accountability for their work, organises and prioritises, delivers results, is action oriented, sets and achieves goals and demonstrates resilience.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I know how my role contributes to the department and I complete my given objectives
  • I take action to make things happen
  • I deliver what is asked of me on time and to the required standard
  • I manage my time through planning and prioritising my workload, taking importance and urgency into account
  • I respond positively to challenge and accept and act upon feedback

Associated terms and attributes:

Agile

Continuous improvement

Effective

Efficient

Results driven

 

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I know how my role contributes to the organisation and I complete my objectives
  • I maintain momentum demonstrating perseverance and tenacity in my work
  • I consistently achieve high quality results on time and to budget
  • I am agile and effectively manage competing demands on my time
  • I am resilient and recover quickly from setbacks

Associated terms and attributes:

Agile

Effective

Efficient

Perseverent

Resilient

Results driven

These competency standards typically apply to middle managers and senior technical roles:

  • I work towards the organisation’s goals by setting aligned objectives and stretching targets for myself
  • I introduce new and enhanced processes to help manage the completion of tasks
  • I reschedule priorities and timescales in light of changing requirements
  • I encourage those around me to adapt and respond to quickly changing demands
  • I remain composed in the light of adversity

Associated terms and attributes:

Agile

Collaborative

Continuous improvement

Effective

Efficient

Resilience

Results driven

Teamwork

 

These competency standards typically apply to senior leaders and business owners:

  • I set the strategy and targets to allow people to focus their efforts on achieving the organisational goals
  • I develop and implement plans for the business in order to achieve departmental or organisational strategy
  • I assess and review the planning process on completion of projects to enhance future planning
  • I ensure my organisation is able to adapt and respond to quickly changing demands
  • I identify and adopt best practices from other organisations and the wider profession

Associated terms and attributes:

Agile

Continuous improvement

Results driven

Strategy planning

Teamwork

BEHAVIOURS: IMPACT

Communicates with others in a clear, concise and purposeful way, adapts their communication style to suit the audience, creates a positive impact, uses logical argument to influence, is credible and has a good reputation.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I present myself and my ideas in a professional manner
  • I communicate clearly so that my messages are understood by others
  • I provide self-assured responses in a credible manner
  • I influence others through the use of logical argument
  • I demonstrate my credibility within the organisation by creating a positive impression

Associated terms and attributes:

Articulate

Credibility

Influencing

Professional presence

Relationship management 

Teamwork

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I adapt my communication style depending on the needs and objectives of the audience
  • I present my ideas and information in a way that positively influences outcomes
  • I contribute to discussions and activities in an informed and confident way
  • I argue constructively in order to persuade
  • I am prepared to take on new and challenging work

Associated terms and attributes:

Articulate

Communication style

Influence

Informed

Relationship management 

Stretch goals

Teamwork

These competency standards typically apply to middle managers and senior technical roles:

  • I am credible and confident in situations where strong opposition or potential conflict exists
  • I enthuse, motivate and generate commitment from others through my style of communication
  • I develop confidence and influence across my team
  • I negotiate and achieve win-win solutions
  • I am known externally and internally as being an authority on my subject

Associated terms and attributes:

Articulate

Conflict management

Influence

Informed

Motivation

Negotiation

Relationship management 

These competency standards typically apply to senior leaders and business owners:

  • I build a culture that encourages open communication and information sharing at all levels
  • I build confidence in and gain acceptance of ideas and strategies by relating them to stakeholders' needs and goals
  • I create a culture where sustainable long term agreements are developed despite competing objectives
  • I actively influence the external environment by spotting opportunities within and beyond my organisation
  • I actively reinforce and further a good reputation within the profession

Associated terms and attributes:

Articulate

Influence

Informed

Open communication

Relationship management 

BEHAVIOURS: INCLUSIVITY

Builds positive working relationships, networks effectively, listens to and respects the views and opinions of others, supports those around them, works across boundaries, recognises and appreciates diversity.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I proactively develop relationships with colleagues and customers
  • I act in a friendly and supportive manner responding appropriately and willingly to requests for help
  • I listen to other people with respect, recognising that they may have a different perspective and aware of my own biases
  • I share relevant information with colleagues and customers and keep them up to date
  • I consider the needs and feelings of others in order to gain a wider perspective

Associated terms and attributes:

Collaboration

Empathy

Listening

Relationship management

Respect

Teamwork

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I build positive, constructive relationships within the business and with external stakeholders
  • I anticipate when others need support and collaborate with colleagues to achieve tasks
  • I actively listen to others in order to address their views and concerns
  • I proactively share knowledge with other teams and other functions
  • I respect and draw upon the strengths of different individuals

Associated terms and attributes:

Collaboration

Empathy

Knowledge sharing

Listening

Relationship management

Respect

Teamwork

These competency standards typically apply to middle managers and senior technical roles:

  • I network with others in my field and beyond, both internally and externally
  • I consistently share knowledge and insights that are useful to my internal and external stakeholders including pro bono and contribution to the wider profession
  • I proactively build diverse teams in order to increase effectiveness
  • I instigate collaborative development activities to improve relationships and organisational performance
  • I encourage others to embrace an inclusive culture

Associated terms and attributes:

Collaboration

Diversity

Empathy

Knowledge sharing

Leadership

Networking

Organisational development

Respect

 

These competency standards typically apply to senior leaders and business owners:

  • I proactively seek opportunities to develop relationships throughout the profession
  • I collaborate cross functionally to tackle broader and longer term strategic matters
  • I develop and role-model an inclusive culture both throughout the organisation and the profession
  • I develop an organisation wide communication strategy to cascade objectives both internally and externally
  • I instigate processes to increase equality, diversity and inclusion & ensure that the organisation leverages its diversity effectively

Associated terms and attributes:

Collaboration

Diversity

Empathy

Leadership

Networking

Purpose

Respect

Teamwork

BEHAVIOURS: INTEGRITY

 

Demonstrates high levels of integrity, is honest, takes responsibility for their actions, is confidential in their dealings, knows the limits of their capabilities, exhibits courage and leads by example.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I can be relied on to do what I say I will do and am truthful in my business dealings
  • I admit when tasks are beyond my level of capability and I seek advice when needed
  • I can be relied on to do what I say I will do and am truthful in my business dealings
  • I take responsibility for my own performance and behaviour and I own up to my mistakes
  • I demonstrate consistency in what I say and do
  • I handle personal and business information sensitively and confidentially

Associated terms and attributes:

Accountability

Authority and controls

Confidentiality

Consistency

Learning from mistakes

Reliability

Policy awareness

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I provide explanations for the choices and decisions I make
  • I know the limits of my capabilities and I escalate issues when needed
  • I am not afraid to ask questions of and challenge others at all levels of the business
  • I seek to build relationships based on trust
  • I understand the importance of careful handling of personal and business information

Associated terms and attributes:

Authority and controls

Building trust

Challenge

Confidentiality

Ethics

Honesty

Policy awareness

Relationship management 

Whistleblowing

These competency standards typically apply to middle managers and senior technical roles:

  • I consistently role model professional principles, values and personal integrity in order to build trust
  • I proactively seek feedback in areas where I know I lack appropriate expertise, and help others to identify the limits of their capability
  • I take responsibility for my decisions even when they are challenged, and encourage others to ask questions - making it clear I am open to challenge
  • I have the courage to stand by my convictions
  • I role model and uphold the standards of confidentiality and support the systems and processes to ensure regulatory compliance

Associated terms and attributes:

Accountability

Building trust

Confidentiality

Continuous learning and growth

Convictions

Ethics

Leadership

Regulatory relationships

These competency standards typically apply to senior leaders and business owners:

  • I role model and promote ethical leadership and professional principles and values in the organisation and the wider profession
  • I work within the limits of my own and the organisation's capability and know when to stop, question or challenge
  • I take collective responsibility for agreed decisions
  • I create a culture where staff are not afraid to challenge or admit to mistakes
  • I actively promote trust in the business and the profession

Associated terms and attributes:

Accountability

Authority and escalation

Building trust

Ethics

Healthy conflict

Leadership

Learning from mistakes

Monitoring and reporting

Teamwork

BEHAVIOURS: INSIGHT

Builds the information from a variety of sources, cuts through complexity, considers options, solves problems and makes decisions.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I recognise when there are issues to be resolved
  • I collect all the information required and ensure that details and facts are correct and complete
  • I probe and question in order to understand issues
  • I solve routine problems in the context of my role
  • I take straightforward decisions within the limits of my authority

Associated terms and attributes:

Adaptability

Analytical

Critical thinking

Decision making

Listening

Pragmatism

Problem solving

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I assimilate and manage large quantities of information and identify patterns and trends
  • I critically analyse relevant information and draw inferences from it
  • I grasp a problem quickly and can identify its root cause
  • I identify and evaluate options before coming up with solutions
  • I recommend clear solutions to challenging problems

Associated terms and attributes:

Analytical

Artificial Intelligence

Decision making

Critical thinking

Listening

Pragmatic

Problem solving

These competency standards typically apply to middle managers and senior technical roles:

  • I consider the wider context of situations and deal with any ambiguities
  • I bring insight to and query issues that seem strange or unexpected
  • I explore the causes of problems, using analysis of patterns and trends, and consider future possibilities, before taking action
  • I incorporate elements of different ideas into one in order to provide effective solutions
  • I combine others' skills and insights with my own judgement, in order to ensure the best decisions are made

Associated terms and attributes:

Analytical

Decision making

Collaboration

Critical thinking

Listening

Pragmatic

Problem solving

Teamwork

These competency standards typically apply to senior leaders and business owners:

  • I simplify highly complex business situations to identify key issues and priorities
  • I engage others and bring teams together to co-operate and solve problems
  • I recognise the possible implications that existing problems may have on the future and I anticipate possible future scenarios
  • I provide solutions based on new processes and knowledge recognising the wider business impact
  • I provide solutions based on new processes and knowledge recognising the wider business impact

Associated terms and attributes:

Analytical

Decision making

Critical thinking

Leadership

Strategic context

Pragmatic

Problem solving

CHOOSE YOUR SECTOR

ENABLERS: INSURANCE

The knowledge and activities relating to the working environment that practitioners need to be competent in to achieve high standards of job performance.

ENABLERS: ETHICS AND COMPLIANCE

Acts with integrity, impartiality and independence, demonstrates principled behaviour, adheres to organisational and professional standards and manages risk.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I know, understand and act in compliance with my organisation's policies, guidelines and processes
  • I fulfil the responsibilities of my role as instructed and work within the limits of my authority
  • I am aware of, and comply with, the compliance procedures I am expected to adhere to, including my organisation's protection of data, conflict of interest and complaint processes
  • I know the content of the CII Code of Ethics and work within it
  • I understand the consequences of ethical and unethical conduct
  • I am able to explain conflicts of interest and the potential consequences for a customer
  • I am aware of my organisation's speak up/whistleblowing policy and procedures and raise concerns when appropriate

Associated terms and attributes:

Authority and controls

Code of Ethics

Conduct

Data protection

Employee support

Legal and regulatory

Process and procedures

Speaking up

 

 

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I understand, and work within, the ethical, legal and regulatory duties and know how these relate to my role and the organisation
  • I understand and work within the regulatory and legislative requirements in place for my specific role and in my local jurisdiction
  • I comply with my organisation's compliance procedures, including complaint handling, anti-money laundering and handling client money
  • I know the content of the CII Code of Ethics apply it consistently in practice
  • I understand that decisions I make will impact all kinds of stakeholders, and am mindful of the consequences of my actions
  • I recognise when I have a conflict of interest and draw it to the attention of the necessary people
  • I am aware of the importance of speaking up /whistleblowing, and understand how raising concerns leads to improved working practices

Associated terms and attributes:

Code of Ethics

Conduct

Data protection

Employee support

Ethical dilemmas

Legal and regulatory

Speaking up

 

These competency standards typically apply to middle managers and senior technical roles:

  • I monitor changes in legislation and regulation and respond to these changes to ensure ongoing compliance
  • I am aware of and fulfil my supervisory requirements as outlined by regulation and legislation, and help others to understand the regulatory requirements relevant to their roles
  • I consider whether the compliance arrangements in my area are effective and, if not, take measures to ensure they are adhered to
  • I role model the behaviours laid out in the CII Code of Ethics so that others may understand it
  • I am aware of the potential vulnerable circumstances of customers which may impact decision making, and I take appropriate action
  • I am confident in both raising and receiving concerns, and know how to appropriately escalate issues
  • I promote and encourage the use of the organisation's speak up/whistleblowing policy and procedures

Associated terms and attributes:

Authority and controls

Code of Ethics

Conduct

Empathy

Employee support

Legal and regulatory

Speaking up

Vulnerable customers

These competency standards typically apply to senior leaders and business owners:

  • I contextualise, maintain and communicate relevant legislation and regulation at all levels of the business
  • I analyse the impact on employees and business processes of changes to regulatory bodies, regulatory rules and guidelines
  • I ensure that all employees are aware of the legal, regulatory and compliance requirements and that processes and procedures are in place to manage any breaches
  • I proactively use CII Code of Ethics as a tool to drive ethical behaviour in my organisation and the profession
  • I identify behaviours that do not meet ethical or regulatory standards and implement changes to ensure the highest professional standards are in operation
  • I ensure that policies and procedures within the business are not discriminatory
  • I ensure that the business has an effective and well-functioning speak up/whistleblowing culture, where staff are not afraid to raise concerns, and no one is victimised or disadvantaged as a result of speaking up

Associated terms and attributes:

Code of Ethics

Conduct

Culture

Empathy

Employee support

Legal and regulatory

 

ENABLERS: DATA AND TECHNOLOGY

Understands and utilises the benefits of existing and emerging technologies and makes effective use of data and insights to support decisions.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I understand and can use the technology tools required for my role
  • I am open to changing the way I work in the light of new technologies
  • I use appropriate digital and non digital data in my work
  • I use technology to effectively communicate with others
  • I understand how to use social media at work and the risks associated with it

Associated terms and attributes:

Digital tools and applications

Data analysis 

Digital communication

Social media

 

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I understand and utilise the technology that is available in my organisation
  • I keep up to date with new and emerging technologies and apply them in my work whilst being aware of their risks
  • I make suggestions as to how technology can be used to improve processes
  • I analyse and evaluate data and insights using appropriate technologies
  • I apply technologies to present information

Associated terms and attributes:

Continuous learning and growth

Continuous improvement

Digital tools and applications

Data analysis 

Digital communication

Data visualisation 

Cyber risk

These competency standards typically apply to middle managers and senior technical roles:

  • I use technology to support the delivery of best practice and deliver optimal customer outcomes
  • I use developments in technology and the use of data and insights to add value to my functional area
  • I embrace developments in working practices and technology and adopt them in my day to day activities
  • I use data and technology to improve the efficiency and effectiveness of processes and drive operational change
  • I make evidence based and data driven decisions

Associated terms and attributes:

Continuous learning and growth

Customer experience

Digital tools and applications

Data analysis 

Digital communication

 

These competency standards typically apply to senior leaders and business owners:

  • I ensure that processes exist within the organisation to ensure the timeliness, accuracy and validity of data and insights
  • I ensure that everyone in the organisation is using data, insights and technology effectively to add value
  • I drive digital and technological transformation in the organisation
  • I investigate and implement emerging technologies to drive business improvement
  • I collaborate with others in the profession to find new ways to use technology in my organisation

Associated terms and attributes:

Continuous improvement

Customer experience

Digital tools and applications

Data integrity

Data analysis 

Digital leadership

 

ENABLERS: CORE PRACTICE

There are some skills and knowledge that are common across all the core insurance functions of underwriting, claims, broking and protection advice. If you work in any of these core insurance functions you should combine these, along with the behaviours, and technical expertise specific to your role to ensure you meet the standard of a rounded insurance professional.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I know the purpose of insurance and assurance and the difference between them
  • I understand the role of insurance in the transfer of risk and in society
  • I understand the structure and interrelationships of the local and global insurance market
  • I understand and use common insurance terminology
  • I know the meaning of common policy terms and conditions, and the importance of the policy lifecycle and policy dates
  • I understand the structure and interrelationships of the local and global insurance market
  • I know the meaning of common policy terms and conditions, and the importance of the policy lifecycle and policy dates
  • I know the main classes of insurance, the cover provided by different types of insurance and the types of risk that can and cannot be insured
  • I am aware of the different insurance distribution channels
  • I know the range of products and services that my organisation offers
  • I understand general market processes in my area of work and how my organisation’s procedures differ
  • I am aware of suspicious transactions and fraud​ulent activity

Associated terms and attributes:

Market knowledge

Principles and practice

Product knowledge

Purpose

Terminology

 

 

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I have applied for and attained the relevant authorisations to allow me to carry out my role where required
  • I apply the key principles of insurance to straightforward and everyday situations
  • I apply standard policy wordings, extensions and limitations
  • I explain the reasons for applying specific terms, exclusions, conditions and warranties to a policy
  • I have a broad understanding of which types of insurance products would be appropriate to different situations
  • I understand different types of risks and know how they are assessed in my area of work
  • I keep up to date with emerging risks and new products, and how they affect the customer and market
  • I have a general understanding of the underwriting, claims, broking processes
  • I have a general understanding of the different insurance distribution channels
  • I am alert to the main indicators of suspicious transactions and fraudulent activity and raise my concerns in line with my organisation's policy and processes

Associated terms and attributes:

Authority and controls

Insurance fraud

Market knowledge

Principles and practice

Product knowledge

Purpose

 

 

These competency standards typically apply to middle managers and senior technical roles:

  • I apply the principles of insurance and my technical expertise to complex situations
  • I apply both standard and non-standard policy wordings, extensions and limitations
  • I can identify which insurance products and services could meet the demands and needs of customer with complex requirements
  • I identify when and in what circumstances policy terms might be altered and the impact of doing so
  • I understand how emerging risks and new types of cover could affect the customer ensuring that products and services remain relevant
  • I ensure my stakeholders have the information and tools necessary to make capable and confident decisions
  • I manage delegated authority benefits and risks in my area of responsibility

Associated terms and attributes:

Customer experience

Delegated authority

Principles and practice

Product knowledge

Purpose

Relationship management

 

These competency standards typically apply to senior leaders and business owners:

  • I proactively review and amend the insurance products and services offered to ensure they are fit for purpose in light of prevailing customer and market needs
  • I anticipate and respond to economic, political and regulatory requirements through changes in product coverage and service provision
  • I apply my in-depth knowledge of insurance products, services and processes to meet the demands and needs of customers with complex requirements
  • I review systems, communications and controls in my organisation and take the appropriate action if the required standards are not met or improvements can be made
  • I identify and respond to risks in my area of responsibility and establish internal controls to mitigate them
  • I set, monitor and review authority limits within my area of accountability and ensure compliance
  • I evaluate the role of service and quality standards in providing client satisfaction
  • I monitor and manage the operation of delegated authority agreements, binding authorities and/or scheme arrangements
  • I proactively report to external regulatory organisations to ensure compliance

Associated terms and attributes:

Authority and controls

Continuous improvement

Customer experience

Delegated authority

Product design 

 

PERSONAL FINANCE

The knowledge and activities relating to the working environment that support professionals in achieving high standards of practice, irrespective of their role.

ENABLERS: ETHICS AND COMPLIANCE

Acts with integrity, impartiality and independence, demonstrates principled behaviour, adheres to organisational and professional standards and manages risk.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I know, understand and act in compliance with my organisation's policies, guidelines and processes
  • I fulfil the responsibilities of my role as instructed and work within the limits of my authority
  • I am aware of, and comply with, the compliance procedures I am expected to adhere to, including my organisation's protection of data, conflict of interest and complaint processes
  • I know the content of the CII Code of Ethics and work within it
  • I understand the consequences of ethical and unethical conduct
  • I am able to explain conflicts of interest and the potential consequences for a customer
  • I am aware of my organisation's speak up/whistleblowing policy and procedures and raise concerns when appropriate

Associated terms and attributes:

Authority and controls

Code of Ethics

Conduct

Data protection

Employee support

Legal and regulatory

Process and procedures

Speaking up

 

 

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I understand, and work within, the ethical, legal and regulatory duties and know how these relate to my role and the organisation
  • I understand and work within the regulatory and legislative requirements in place for my specific role and in my local jurisdiction
  • I comply with my organisation's compliance procedures, including complaint handling, anti-money laundering and handling client money
  • I know the content of the CII Code of Ethics apply it consistently in practice
  • I understand that decisions I make will impact all kinds of stakeholders, and am mindful of the consequences of my actions
  • I recognise when I have a conflict of interest and draw it to the attention of the necessary people
  • I am aware of the importance of speaking up /whistleblowing, and understand how raising concerns leads to improved working practices

Associated terms and attributes:

Code of Ethics

Conduct

Data protection

Employee support

Ethical dilemmas

Legal and regulatory

Speaking up

 

These competency standards typically apply to middle managers and senior technical roles:

  • I monitor changes in legislation and regulation and respond to these changes to ensure ongoing compliance
  • I am aware of and fulfil my supervisory requirements as outlined by regulation and legislation, and help others to understand the regulatory requirements relevant to their roles
  • I consider whether the compliance arrangements in my area are effective and, if not, take measures to ensure they are adhered to
  • I role model the behaviours laid out in the CII Code of Ethics so that others may understand it
  • I am aware of the potential vulnerable circumstances of customers which may impact decision making, and I take appropriate action
  • I am confident in both raising and receiving concerns, and know how to appropriately escalate issues
  • I promote and encourage the use of the organisation's speak up/whistleblowing policy and procedures

Associated terms and attributes:

Authority and controls

Code of Ethics

Conduct

Empathy

Employee support

Legal and regulatory

Speaking up

Vulnerable customers

These competency standards typically apply to senior leaders and business owners:

  • I contextualise, maintain and communicate relevant legislation and regulation at all levels of the business
  • I analyse the impact on employees and business processes of changes to regulatory bodies, regulatory rules and guidelines
  • I ensure that all employees are aware of the legal, regulatory and compliance requirements and that processes and procedures are in place to manage any breaches
  • I proactively use CII Code of Ethics as a tool to drive ethical behaviour in my organisation and the profession
  • I identify behaviours that do not meet ethical or regulatory standards and implement changes to ensure the highest professional standards are in operation
  • I ensure that policies and procedures within the business are not discriminatory
  • I ensure that the business has an effective and well-functioning speak up/whistleblowing culture, where staff are not afraid to raise concerns, and no one is victimised or disadvantaged as a result of speaking up

Associated terms and attributes:

Code of Ethics

Conduct

Culture

Empathy

Employee support

Legal and regulatory

 

ENABLERS: DATA AND TECHNOLOGY

Understands and utilises the benefits of existing and emerging technologies and makes effective use of data and insights to support decisions.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I understand and can use the technology tools required for my role
  • I am open to changing the way I work in the light of new technologies
  • I use appropriate digital and non digital data in my work
  • I use technology to effectively communicate with others
  • I understand how to use social media at work and the risks associated with it

Associated terms and attributes:

Digital tools and applications

Data analysis 

Digital communication

Social media

 

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I understand and utilise the technology that is available in my organisation
  • I keep up to date with new and emerging technologies and apply them in my work whilst being aware of their risks
  • I make suggestions as to how technology can be used to improve processes
  • I analyse and evaluate data and insights using appropriate technologies
  • I apply technologies to present information

Associated terms and attributes:

Continuous learning and growth

Continuous improvement

Digital tools and applications

Data analysis 

Digital communication

Data visualisation 

Cyber risk

These competency standards typically apply to middle managers and senior technical roles:

  • I use technology to support the delivery of best practice and deliver optimal customer outcomes
  • I use developments in technology and the use of data and insights to add value to my functional area
  • I embrace developments in working practices and technology and adopt them in my day to day activities
  • I use data and technology to improve the efficiency and effectiveness of processes and drive operational change
  • I make evidence based and data driven decisions

Associated terms and attributes:

Continuous learning and growth

Customer experience

Digital tools and applications

Data analysis 

Digital communication

 

These competency standards typically apply to senior leaders and business owners:

  • I ensure that processes exist within the organisation to ensure the timeliness, accuracy and validity of data and insights
  • I ensure that everyone in the organisation is using data, insights and technology effectively to add value
  • I drive digital and technological transformation in the organisation
  • I investigate and implement emerging technologies to drive business improvement
  • I collaborate with others in the profession to find new ways to use technology in my organisation

Associated terms and attributes:

Continuous improvement

Customer experience

Digital tools and applications

Data integrity

Data analysis 

Digital leadership

 

ENABLERS: CORE PRACTICE

There are some skills and knowledge that are common across all the personal finance professions of financial planning and advice, paraplanning and mortgage broking. If you work in any of these professions, you should combine these, along with the behaviours, and technical expertise specific to your role to ensure you
meet the standard of a rounded personal finance professional.

Explore what this means for each band: 

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I use common personal finance terminology and I understand the structure and main activities of the sector
  • I question to understand and actively listen to the responses
  • I consider and respond to the needs of the client
  • I understand the legal and regulatory framework and how my organisation delivers services within this
  • I know the range and features of the personal finance solutions that I work with and how they can fulfil client’s requirements
  • I undertake research in order to prepare information to support the identification of suitable financial solutions
  • I understand general market processes in my area of work and how my organisation’s procedures differ
  • I understand my organisation's administrative and client support processes
  • I maintain accurate client records, input data and check that all documentation is in place
  • I undertake administration to support client solutions
  • I give clients accurate and up to date information and understand the consequences of not doing so
  • I am aware of suspicious transactions and fraud​ulent activity

Associated terms and attributes:

Administration and processing

Active listening

Client data

Client needs

Financial guidance

Fraud awareness

Legal and regulatory

Organisational awareness

Product knowledge

Terminology

 

 

 

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I have applied for and attained the relevant authorisations to allow me to carry out my role where required
  • I make use of follow up questions and listen to understand the speaker's perspective
  • I take time to understand clients needs, solutions and suitability
  • I explain the range and features of the personal finance options and solutions that are available to clients
  • I understand the process of identifying appropriate financial options and solutions
  • I support the provision of clear regulatory information and disclosure
  • I maintain and enrich existing client relationships
  • I communicate how individual circumstances and external factors affect financial needs
  • I proactively identify changes to client circumstances and carry out regular client reviews to ensure their existing arrangements remain relevant
  • I direct clients to get advice on matters outside my area of expertise in accordance with my organisation's referral process
  • I am alert to the main indicators of fraudulent activities and raise my concerns in line with my organisation's policy and processes
  • I keep up to date with new and emerging products, and understand how they affect clients' needs and suitability

Associated terms and attributes:

 Active listening

Authority and controls

Client needs and suitability

Financial coaching

Fraud awareness

Legal and regulatory

Product knowledge

Relationship management

Sign-posting

 

 

These competency standards typically apply to middle managers and senior technical roles:

  • I demonstrate an in-depth understanding of personal financial needs, factors affecting them and how these influence the selection of appropriate solutions
  • I ask probing questions and use deeper listening to understand the motivations, values and beliefs of others
  • I help clients to prioritise their needs and interests and identify relevant options and solutions to meet them
  • I appreciate how changes in client or external circumstances can affect the selection of relevant products
  • I interpret the significance of complex products and services and apply them to my clients' requirements
  • I ensure clients have the information and tools necessary to make capable and informed decisions
  • I prepare accurate research and available market analysis in formulating solutions for clients
  • I attract new clients and cultivate existing relationships
  • I oversee and coach those under my supervision where appropriate in accordance with the regulatory requirements
  • I monitor and update key performance indicators and client retention rates
  • I understand how new and emerging products could affect the client ensuring that products and services remain relevant

Associated terms and attributes:

Active listening

Business development

Client needs and suitability

Relationship management

Financial coaching

Fraud awareness

Legal and regulatory

Product knowledge

Sign-posting

These competency standards typically apply to senior leaders and business owners:

  • I apply my specialist knowledge of personal finance to meet clients' complex needs and to provide insights to external stakeholders
  • I identify and anticipate changes to my organisation's products and services to ensure we have the best offering for clients
  • I review systems, processes and controls in my area of the organisation and take the appropriate action if the required standards are not met
  • I develop and review responsibilities and authority levels within my area of accountability
  • I proactively report to external regulatory organisations to ensure compliance
  • I ensure that there is a strong business development focus within the organisation
  • I monitor and evaluate service standards in providing client satisfaction

Associated terms and attributes:

Authority and controls

Business development

Business performance

Client needs and suitability

Relationship management

Legal and regulatory

Product design

Specialist knowledge

CHOOSE YOUR SECTOR

TECHNICAL EXPERTISE: INSURANCE

These are the role specific knowledge and skills you need to perform your job effectively.

TECHNICAL EXPERTISE: UNDERWRITING

Working in the area of underwriting requires technical knowledge and skills that are relevant to this discipline. The scope of the work being covered will be determined by the job being performed and the area of insurance in which you operate.

Explore what this means for each band: 

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I understand the role of an underwriter, their responsibilities, the services they provide
  • I know my authority limits and my organisational procedures for the referral of risks to stakeholders
  • I understand how premiums are calculated and why different rates are applied to different types of risk
  • I understand how risks are priced, including, the significance of the claims loss ratio, the expense ratio, and how premium loading and discounts operate in my area of work
  • I know the meaning of relevant insurance terms and understand how policies are underwritten and applied
  • I gather information from identified data sources and stakeholders in order to make recommendations on pricing
  • I perform underwriting reviews for straightforward risks
  • I understand the structure of an insurance policy and policy schedule and know what information must be provided for: issuing quotations, processing a new application, renewal, cancellation, and/or alterations to existing risk
  • I process documentation for the classes of business being underwritten
  • I can explain the scope of cover, including, policy extensions, limitations, and exclusions for the class of business being underwritten
  • I know the significance of the premium payment and the ways in which premiums can be paid

Associated terms and attributes:

Authority and controls

Data analysis

Pricing

Principles and practice

Product knowledge

Purpose 

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I understand the importance of underwriting authority limits and how they are used to manage an underwriting portfolio
  • I understand how prices are determined and I price a limited range of risks
  • I validate data using external checks and provide complete and accurate quotations for straightforward risks
  • I process risks in line with my authority limits and adhere to my organisation's referral procedures
  • I know the policyholder’s rights for the class of business being underwritten
  • I know what is necessary for an underwriting contract to have contract certainty
  • I issue documentation for the classes of business being underwritten, incorporating any amendments, relevant extensions and/or limitations to cover
  • I may use binding authorities and line slips in my area of business and I recognise the potential benefits and associated risks
  • I identify special requirements for the class of business I am handling and I process these according to my organisation’s own guidelines
  • I know the measures of profitability in my area and understand the impact of inaccurately pricing risk on business objectives
  • I demonstrate an understanding of the processes and policy issues relating to the performance of underwriting portfolios, such as reserving policy and 'add-on' services
  • I know the benefits of ‘add-on’ services for the customer and the organisation, and how they can affect the performance of an underwriting portfolio
  • I recognise the impact that risk accumulation and aggregation can have on a portfolio of business

Associated terms and attributes:

Authority and controls

Authority and escalation

Data analysis

Legal and regulatory

Portfolio management

Pricing

Principles and practice

 

These competency standards typically apply to middle managers and senior technical roles:

  • I accurately price a range of complex risks using different statistical methods, risk data and risk premium in order to establish that the risk price is working
  • I work with actuaries and other stakeholders to ensure accurate pricing policy
  • I take into account the impact of external and internal factors, including capital and solvency requirements, that affect pricing
  • I negotiate prices with key stakeholders, making technical adjustments where appropriate
  • I suggest ways to mitigate any adverse impact on the business through identifying the impact of rating changes on my own class of business
  • I interpret and apply complex policy wordings, extensions and / or limitations appropriately
  • I apply variations in policy wordings, terms and conditions applicable to complex risks and can explain the significance of these
  • I authorise new and existing risks for complex cases
  • I monitor the operation of delegated authority agreements, binding authorities and/or scheme arrangements where appropriate, to ensure that organisational underwriting procedures and policy wordings are being followed
  • I assess the reinsurance requirements for the classes of business being processed where appropriate and comply with reinsurance notification and settlement procedures
  • I manage the underwriting performance for my own class/portfolio of business
  • I explain risk exposure measurements and the subsequent available management options to support ‘spread of risk’ to key stakeholders where necessary

Associated terms and attributes:

Authority and escalation

Delegated authority

Data analysis

Portfolio management

Pricing

Product knowledge

Reinsurance

 

These competency standards typically apply to senior leaders and business owners:

  • I determine and review the policies and procedures for the processing of new and existing risks
  • I assess the potential impact on underwriting income and profitability of changes in pricing factors for my area of responsibility
  • I evaluate and adapt pricing strategy and recommend measures in response to changes in the market/underwriting cycle and other external factors
  • I input into cross-product growth, pricing of new products and profitability strategies
  • I input into the management of reinsurance facilities in accordance with organisation policy, settlement procedures and local arrangements
  • I set, monitor and review the company referral process in relation to the processing of new and existing risks
  • I develop and execute a strategy for running a profitable portfolio working with key stakeholders
  • I evaluate outsourcing and identify any changes required to protect the risk portfolio and control risk exposure
  • I set, review, administer and report on the underwriting framework for my area of responsibility to regulators

Associated terms and attributes:

Authority and controls

Delegated authority

Data analysis

Legal and regulatory

Portfolio management

Pricing

Product strategy

Reinsurance

 

TECHNICAL EXPERTISE: CLAIMS

Working in the area of claims requires technical knowledge and skills that are relevant to this discipline. The scope of the work being covered will be determined by the job being performed and the area of insurance in which you operate.

Explore what this means for each band: 

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I understand the role and responsibilities of the claims function, the services it provides and its role in the insurance sector
  • I follow my organisation's first notification of loss procedures for claims and record them accurately in the system
  • I know and follow my organisation’s processes and procedures for investigating and settling claims and the referral to stakeholders, and the specialists who may be involved
  • I obtain the key information required to notify claims, identifying and resolving gaps, and can explain why this is required
  • For straightforward claims, I identify those which are valid and those which are not and follow valid claims through their lifecycle
  • I understand how the handling of third-party claims differ from the management of first-party claims
  • I know the options available for settling claims and how my organisation does this
  • I understand the importance of maintaining accurate and up to date claims reserves
  • I gather the information required to make a settlement decision and refer this to the appropriate person in my organisation
  • I liaise with external suppliers who may be involved in the claims management process
  • I notice the main indicators of a fraudulent claim and know my organisation's procedures for discouraging, detecting and handling actual or potentially fraudulent claims
  • I recognise when a claimant is dissatisfied and record and raise this in line with my organisation's complaints handling process

Associated terms and attributes:

Authority and controls

Customer outcomes

Principles and practice 

Product knowledge

Processes and procedures

Purpose

Relationship management

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I know how claims notifications are used and obtain all the information needed to notify straightforward claims in my class of business
  • I identify potential non-disclosures and misrepresentation and I follow organisational procedures to deal with these situations
  • I identify, investigate and resolve any issues relating to claims being handled in line with my organisation's policies and procedures
  • For straightforward claims, I identify those which are valid and those which are not covered; and I notify the claimant
  • I manage the claims handling process for straightforward claims to achieve timely settlement and minimise leakage, settling claims within my work and notifying stakeholders of claims settlement decisions
  • I explain the reasons behind claims decisions to customers and intermediaries
  • I can explain the basis and significance of reserving practice and apply my organisation’s reserving philosophy to claims being handled
  • I select and appoint external experts, following my organisation’s procedures and authority levels
  • I use standard specialist and technical reports to inform the claims process
  • I abide by relevant protocols, market agreements and regulatory requirements that impact on the way claims are managed
  • I understand how claims expenses are managed
  • I identify any claims that are potentially fraudulent and follow my organisational procedures for dealing with these
  • I work within the parameters of any service standards with other claims management service organisations
  • I manage claims indemnity spend appropriately within the policy limits
  • I understand the mechanisms available for resolving claims settlement disputes and when these are used

Associated terms and attributes:

Authority and controls

Customer experience

Principles and practice 

Product knowledge

Processes and procedures

Relationship management

These competency standards typically apply to middle managers and senior technical roles:

  • I explain the characteristics of complex insurance policies and the reasons for applying exclusions and warranties to a policy to stakeholders
  • I contribute to complex insurance policy terms and conditions based on my experience and supporting data
  • I review, assess and evaluate complex insurance claims
  • I evaluate the factors that make up a claim’s reserves, including expert fees, and ensure accurate reserves are set and maintained
  • I manage the claims identification and handling process, negotiating and settling complex claims and adhere to my organisation's policy limits and referral procedures
  • I analyse and interpret specialist and technical reports in order to make effective claims management and settlement decisions
  • I follow organisational guidelines relating to market claims handling agreements and liaison with other agreement parties
  • I evaluate the options available to pursue subrogation and recovery rights and I take action accordingly
  • I identify and utilise the prescribed or most appropriate mechanism for resolving claims settlement disputes and complaints in accordance with my organisation's policies and procedures
  • I identify where reinsurance is in force for particular claims and comply with reinsurance settlement procedures
  • I identify and monitor claims leakage and I make recommendations for improvement

Associated terms and attributes:

Authority and controls

Customer experience

Negotiation

Principles and practice 

Product knowledge

Processes and procedures

These competency standards typically apply to senior leaders and business owners:

  • I determine, monitor and review the claims process and implement improvements when appropriate in my area of business and the wider organisation
  • I identify issues in relation to particular claims or overall trends and escalate these in line with organisational policies and procedures
  • I develop and review authority limits for each job role and business unit
  • I develop approaches and procedures to ensure successful claims recoveries
  • I evaluate claims settlement figures and I make recommendations on the organisation’s reserving philosophy to ensure that it remains accurate and appropriate
  • I manage reinsurance facilities in relation to the claims management and settlement processes
  • I assess and implement improvements in the claims handling process to control fraud and other forms of claims leakage
  • I manage external suppliers and panel member relationships to ensure that they meet organisational requirements
  • I analyse claims management data, identifying potential issues and liaising with stakeholders to address these issues
  • I look for patterns and trends in customer complaints, identifying gaps and potential training needs
  • I identify and highlight claims that may attract adverse publicity or set legal precedents, and escalate these in accordance with organisational procedures

Associated terms and attributes:

Authority and controls

Data analysis

Negotiation

Processes and procedures

Relationship management

TECHNICAL EXPERTISE: BROKING

Working in the area of broking requires technical knowledge and skills that are relevant to this discipline. The scope of the work being covered will be determined by the job being performed and the area of insurance in which you operate.

Explore what this means for each band: 

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I understand the different types of broker, their responsibilities, the services they provide and their role in meeting clients' needs
  • I can describe how clients access and buy insurance and how this relates to my own organisation
  • I understand the scope of cover, including policy extensions, limitations and exclusions for the classes of business being handled
  • I handle account queries and raise any issues if there is a problem
  • I collect information using standard wording and templates and check this information to prepare the market submission for client approval
  • I place insurance cover with product providers for existing policies
  • I liaise with internal and external experts who may be involved with the broking process such as underwriters, loss adjusters or risk managers, to represent the client's needs through their input
  • I know and follow my organisation’s processes and procedures for investigating and settling claims and the referral to stakeholders, and the specialists who may be involved
  • I understand how to identify claims that are not covered and the process for advising the claimant
  • I understand the importance of the different claims handling procedures
  • I recognise when a client is dissatisfied and record and raise this in line with my organisation's complaints handling process

Associated terms and attributes:

Issue resolution

Product knowledge

Process and procedures

Purpose

Relationship management

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I obtain and evaluate the client information needed by product providers to provide insurance quotations that best meet both the real and perceived needs of clients
  • I respond to clients' requests for changes to their insurance arrangements for straightforward risks
  • I identify which types of insurance products and services are appropriate to a limited range of situations
  • I co-ordinate discussions with insurers as part of the broking process
  • I present available options or terms to clients and the recommended solution that meets their needs
  • I place insurance cover with product providers for straightforward risks
  • I use delegated authority schemes to place risks within my own business area (where appropriate)
  • I know the impact of different policy wordings, terms and conditions on the client’s scope of cover and explain these to the client
  • I manage the claims handling process for straightforward claims to achieve timely settlement and minimise leakage, keeping the client informed
  • I can identify claims that are potentially fraudulent and follow organisational procedures for dealing with these
  • I understand the mechanisms available for resolving claims settlement disputes and when these are used
  • I select and appoint external experts following my own organisation’s procedures and authority levels
  • I ensure clients understand the different fees and charges they will pay for and how these add value to them

Associated terms and attributes:

Client needs

Consumer duty

Delegated authority

Issue resolution

Negotiation

Product knowledge

Process and procedures

Relationship management

 These competency standards typically apply to middle managers and senior technical roles:

  • I optimise solutions and premium spend for clients with complex requirements through my knowledge of product ranges, product providers and market requirements
  • I prepare accurate and complete market presentations to obtain quotations for complex risks
  • I select product providers and place insurance cover for complex risks to meet client demands and needs
  • I understand, interpret and apply the significance of complex policy wordings, extensions and/or limitations, using this for negotiation and drafting of policy wording
  • I proactively review my clients’ demands and needs at the right time of the year to ensure that the client remains satisfied
  • I identify premium savings for clients through risk management options and/or changes to policy cover, terms and conditions
  • I help my clients progress claims by guiding them through the process, interpreting the insurance terminology and negotiating settlement to the client's best advantage (where appropriate)
  • I keep clients updated in respect of insurance market developments that may impact their cover
  • I evaluate and review the performance of a client portfolio and make appropriate recommendations
  • I monitor the claims referral process for my area of business
  • I am proactive in taking action to develop future business
  • I apply fair, clear and transparent fees for the services provided by my firm including any associated charges, ensuring clients understand how these breakdown and add value to them

Associated terms and attributes:

Client needs

Consumer duty

Business development

Issue resolution

Negotiation

Product knowledge

Process and procedures

Relationship management

These competency standards typically apply to senior leaders and business owners:

  • I provide comprehensive guidance to clients who have complex requirements, including risk transfer and risk mitigation options
  • I demonstrate an understanding of the requirements for insurance broking accounts and the need for segregation and identification of client monies
  • I assess clients' future needs and service requirements within my area and design insurance programmes to meet their requirements
  • I identify and anticipate changes to my organisation's products and services to ensure we have the best offering for clients
  • I review product provider results and ratings in order to recommend the best solutions for clients
  • I look for patterns and trends in client complaints and other key performance indicators, identifying gaps and potential improvements
  • I determine the claims strategy and review the process for supporting the client with any claims
  • I maintain and grow a balanced portfolio for my area of responsibility
  • I identify and anticipate internal and external current and emerging risks and put in place mitigation strategies to ensure the financial and operational resilience of my firm
  • I design fair, clear and transparent fees for services provided by my firm, taking into account any associated charges, and ensuring they are consistent with delivering good client outcomes

Associated terms and attributes:

Client money

Client needs

Consumer duty

Data analysis

Business development

Business performance

Process and procedures

Risk management

TECHNICAL EXPERTISE: PROTECTION ADVICE

Working as a protection adviser requires technical knowledge and skills that are relevant to this discipline. The scope of the work being covered will be determined by the job being performed and the organisation in which you operate.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I understand the different types of broker, their responsibilities, the services they provide and their role in meeting clients' needs
  • I am able to describe the distribution channels used by clients to buy insurance and how these relate to my own organisation (including the difference between advised, non advised and execution only)
  • I understand the scope of cover, including policy extensions, limitations and exclusions for the classes of business being handled
  • I undertake straightforward research to identify suitable solutions to meet the client’s needs and objectives
  • I demonstrate a good knowledge of available products and services
  • I prepare the information and documents that must be provided to service clients using template forms and reports
  • I prepare recommendation reports and other documentation in accordance with my organisation's policy and procedures
  • I know the significance of the premium payment and the different premium payment options available to clients
  • I work within the Terms of Business used by my organisation and know how these meet regulatory requirements
  • I recognise when a client is dissatisfied and record and raise this in line with my organisation's complaints handling process

Associated terms and attributes:

Authority and controls

Client needs

Products and services 

Process and procedures

Purpose

Solutions and guidance

These competency standards typically apply to first-line managers, team leaders, regulated or specialist roles operating at mid-level:

  • I identify which types of insurance products and services are appropriate for a limited range of situations
  • I obtain straightforward client information needed to provide relevant advice
  • I undertake accurate and thorough client fact finding for straightforward cases
  • I evaluate information provided by clients and research the different types of products available and know how these products and service offerings support client needs
  • I select a product or provider for straightforward client needs in accordance with the responsibilities of an adviser
  • I provide customer quotations for insurance risks
  • I thoroughly complete recommendation reports for clients and get them authorised where necessary
  • I know the responsibilities of an adviser and the factors that should be taken into account when selecting a product provider
  • I liaise with product providers and other relevant third parties in accordance with my organisation's policy
  • I place insurance cover with product providers for straightforward risks
  • I respond to clients' requests for changes to their insurance arrangements for straightforward risks
  • I know the impact of different policy wordings, terms and conditions on the client’s scope of cover
  • I understand personal, business and group cover, the differences between them and rules that govern them

 

Associated terms and attributes:

Client needs

Communication

Products and services 

Process and procedures

Solutions and guidance

These competency standards typically apply to middle managers and senior technical roles:

  • I carry out thorough fact finding with the client, establishing future requirements and tailoring advice and services to meet complex client needs
  • I prepare accurate and complete market comparisons to obtain quotations for complex risks
  • I analyse and identify products and service solutions to meet complex clients' needs
  • I interpret the significance of complex products and apply them to my clients' requirements
  • I select product providers and place insurance cover for complex risks to meet clients' requirements
  • I optimise solutions for clients through my detailed knowledge of product ranges, product providers and client needs
  • I provide accurate and complete information to clients with complex needs regarding proposed solutions, identifying the potential advantages and disadvantages for the client
  • I understand, interpret and apply the significance of complex policy wordings and limitations, using these for the drafting of policies
  • I build insurance package recommendations for my clients through regularly reviewing my clients' policies to ensure they remain competitive
  • I understand how to identify if the client is able to claim on the policy and the process for advising the claimant
  • I help my clients progress claims by guiding them through the process and interpreting the insurance terminology
  • I monitor the claims referral process for my area of business
  • I negotiate with product suppliers to meet client interests when required

Associated terms and attributes:

Client needs

Communication

Negotiation

Products and services

Process and procedures

Solutions and guidance

These competency standards typically apply to senior leaders and business owners:

  • I provide comprehensive guidance and design financial strategies for clients who have complex requirements
  • I assess clients' future needs and service requirements within my area and design insurance packages to meet their requirements
  • I organise comprehensive administration guidance for clients who have complex requirements
  • I review product provider results and ratings in order to recommend the best solutions for clients
  • I identify and anticipate changes to my organisation's products and services to ensure we have the best offering for clients
  • I monitor and update key performance indicators and client retention rates
  • I determine the claims strategy and review the process for supporting the client with any claims
  • I maintain and grow the business, looking for new opportunities in my area of responsibility
  • I look for patterns and trends in client complaints, identifying gaps and potential training needs

Associated terms and attributes:

Client needs

Customer experience

Business development

Business performance

Data analysis

Process and procedures

Products and services

Solutions and guidance

TECHNICAL EXPERTISE: SUPPORTING FUNCTIONS

These are foundation level competencies, covering the technical knowledge and skills required by professionals working in supporting functions such as customer service, marketing or HR, for example. 

As professionals working in a supporting function you will likely follow the competency standards set out by your Professional Body, however, the subject-matter competencies outlined here will empower you to speak with credibility in the workplace and make better informed decisions. 

  • I understand the principles on which insurance is founded
  • I know the value of insurance products and their purpose and role in society and I understand the circumstances in which they might be needed
  • I understand the structure and interrelationships of the local and global insurance market
  • I know the common terminology used in insurance
  • I have a general understanding of the broking, underwriting and claims processes
  • I know the main classes of insurance and the cover provided by different types of insurance
  • I know the products and services that my organisation offers
  • I know what is meant by professionalism and understand the consequences of ethical and unethical conduct
  • I know the content of the CII Code of Ethics and how to apply this in my role
  • I know and work within the legal, regulatory and ethical frameworks that govern the insurance profession
  • I am aware of my organisation's policies on data protection, complaint handling and conflicts of interest and work within them
  • I am aware of my organisation's speak up/whistleblowing policy and procedures and raise concerns when appropriate
  • I am aware of and fulfil my supervisory requirements where relevant as outlined by regulation and legislation

Associated terms and attributes:

Code of Ethics

Legal and regulatory

Market context

Principles and practice

Process and procedures

Product knowledge

Terminology

TECHNICAL EXPERTISE: PERSONAL FINANCE

These are the role specific knowledge and skills you need to perform your job effectively.

TECHNICAL EXPERTISE: FINANCIAL PLANNING AND ADVICE

Working as a financial planner or adviser requires technical knowledge and skills that are relevant to this discipline. The scope of the work being covered will be determined by the job being performed and the area of personal finance in which you operate.

Explore what this means for each band: 

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I understand the role, duties and responsibilities of someone offering financial planning and advice and the services they provide in meeting clients’ needs and suitability
  • I can explain the difference between different types of financial service, including regulated financial advice versus guidance
  • I can explain the difference between the different types of regulated financial advice: independent, restricted, and execution-only
  • I collect and collate information in order to fully understand the client's existing financial position
  • I follow the organisational policies and procedures for the issue of documentation
  • I onboard new clients ensuring regulatory and compliance requirements
  • I understand the concept of client risk appetite and the client's preparedness to accept risk

Associated terms and attributes:

Client needs

Fact finding

Legal and regulatory

Product and services knowledge

Process and procedures

These competency standards typically apply to junior financial advisers:

  • I use skilful questions and active listening with clients to gather information on their motivations and needs and undertake thorough client fact finding
  • I understand the range of available products and how they apply to different client circumstances
  • I process and evaluate information provided by the client, using accepted methodologies, to identify potential solutions that best meet their needs and suitability
  • I research and identify financial solutions to support clients' demands and needs and suitability
  • I use my knowledge of lenders, products, product providers and market requirements and suitability to identify optimal solutions
  • I draft reports and prepare presentations, ensuring information is collated, recommendations are researched and generated in line with my organisation's compliance standards
  • I make structured, straightforward recommendations using a combination of new and existing personal finance solutions appropriate to the client
  • I present financial solutions to clients, explaining complex ideas in a way that they understand
  • I source solutions from product providers to meet the clients' requirements
  • I take into account relevant protocols, agency agreements and regulatory requirements that impact the way planning and advice are managed
  • I ascertain the client's risk appetite, understand the impact of different types of risk and I act accordingly
  • I ensure clients understand the different fees and charges they will pay for and how these add value to them

Associated terms and attributes:

Client needs

Comprehensive fact finding

Consumer Duty

Financial coaching

Regulated financial advice

Risk appetite

Product and services knowledge

Process and procedures

Relationship management

These competency standards typically apply to experienced financial planners and advisers:

  • I use my extensive knowledge of questioning, active listening and coaching skills to engage with clients in order to discover their underlying motivations and needs
  • I use my knowledge and experience to work out which options to consider in order to create different financial planning scenarios
  • I illustrate options for the client using financial and cash flow models
  • I understand the client's risk appetite, the reasons for it and the impact that this has on their choice of options
  • I work with and support the client to identify the possibilities and to make choices that meet their wants and needs
  • I use my knowledge of clients' needs to identify optimal solutions
  • I take into account the relevant issues when selecting and deselecting product providers for clients with complex requirements
  • I recommend financial solutions that meet the clients' motivations taking into account the client's stage of life
  • I use my advanced technical and market knowledge to inform client solutions
  • I present accurate and comprehensive information to clients with complex requirements regarding proposed solutions, identifying the potential advantages and disadvantages
  • I negotiate with product providers to source solutions to meet client interests
  • I evaluate and review the performance of my clients' financial affairs and build long term relationships
  • I apply fair, clear and transparent fees for the services provided by my firm and any associated charges, ensuring clients understand how these breakdown and add value to them

Associated terms and attributes:

Cash-flow and scenario modelling

Client needs

Comprehensive fact finding

Consumer Duty

Financial coaching

Negotiation

Regulated financial advice

Risk appetite

Product and services knowledge

Relationship management

These competency standards typically apply to experienced financial planners with a strategic remit who may also be business owners:

  • I have developed a specialist area of financial planning and advice
  • I engage with clients who have complex financial circumstances and make use of relevant specialists where needed
  • I develop bespoke comprehensive financial options and solutions for clients with complex requirements
  • I hold the organisation's strategic relationships, with clients, product providers or other experts
  • I organise comprehensive administration guidance for clients who have complex requirements
  • I review internal and external performance and ratings and utilise this to the best advantage for clients
  • I make recommendations for the organisation's approach to client engagement
  • I identify and anticipate internal and external current and emerging risks and put in place mitigation strategies to ensure the financial and operational resilience of my firm
  • I design fair, clear and transparent fees for services provided by my firm, taking into account product, platform and fund management charges, and ensuring they are consistent with delivering good client outcomes

Associated terms and attributes:

Cash-flow and scenario modelling

Client needs

Comprehensive fact finding

Consumer Duty

Financial coaching

Risk appetite

Product and services knowledge

Relationship management

Specialist regulated financial advice

TECHNICAL EXPERTISE: PARAPLANNING

Working as a paraplanner requires technical knowledge and skills that are relevant to this discipline. The scope of the work being covered will be determined by the job being performed and the area of personal finance in which you operate.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I understand the role, duties and responsibilities of a paraplanner, how these differ from that of a planner or adviser, and the services they provide in meeting clients’ needs and suitability
  • I obtain straightforward client information and provide support to the financial adviser/planner to enable them to give accurate advice to clients
  • I perform straightforward calculations to inform the financial plan
  • I use template forms and reports to prepare straightforward information for analysis by a financial adviser/planner

Associated terms and attributes:

Client needs

Fact finding

Financial calculations

Data analysis

Purpose 

These competency standards typically apply to junior paraplanners:

  • I can explain the difference between different types of financial service, including regulated financial advice versus guidance
  • I can explain the difference between the different types of regulated financial advice: independent, restricted, and execution-only
  • I onboard new clients ensuring regulatory and compliance requirements
  • I undertake straightforward research and perform relevant calculations to identify solutions to meet the client’s needs and suitability
  • I use client information to create basic straightforward financial plans and solutions
  • I take into account all the relevant issues and suggest the most suitable solution for straightforward cases
  • I ensure that solutions and recommendations are researched and appropriately signed off
  • I liaise with providers and other relevant third parties in line with my organisation's policy
  • I evaluate information provided by clients to identify my organisation's services and relevant products that best meet both the real and perceived needs of the client

Associated terms and attributes:

Authority and controls

Client needs

Data analysis

Fact finding

Financial calculations

Legal and regulatory

Product and service knowledge

Relationship management

 

These competency standards typically apply to senior paraplanners:

  • I use my knowledge of product ranges, product providers and client demands and needs to identify optimal solutions to meet complex client requirements
  • I understand complex arrangements and complex financial products and apply these to meet the needs of clients
  • I take into account all of the required issues when selecting product providers for complex cases
  • I assess and analyse client information, and consider different scenarios, to create financial plans and solutions
  • I produce accurate and complex reports having evaluated the data
  • I provide information to clients regarding proposed solutions, identifying the potential advantages and disadvantages for the client
  • I evaluate and review the performance of my client's financial affairs and make appropriate suggestions for improvements
  • I issue documentation in an accurate and timely manner for complex, high-net-worth clients

Associated terms and attributes:

Client needs

Data analysis

Fact finding

Financial calculations

Guidance

Performance

 Product and service knowledge

Relationship management

 

These competency standards typically apply to senior paraplanners with a strategic remit:

  • I review and analyse product provider results and ratings in order to make recommendations to meet clients’ needs
  • I analyse complex financial products and schemes to evaluate if they meet the client's needs
  • I support the design of financial plans for clients with complex wealth management portfolios covering multiple 'what if' scenarios
  • I assess clients’ future needs, suitability and service requirements within my area of the business and proactively respond to these
  • I develop and provide comprehensive administration guidance to clients who have complex requirements
  • I develop and make recommendations for the annual client service cycle, including what it should contain and what is considered best practice
  • I identify and anticipate changes to product ranges and market requirements, and recommend appropriate action to meet clients' needs and suitability

Associated terms and attributes:

Client needs

Data analysis

Fact finding

Financial calculations

Guidance

Performance

Product and services knowledge

 

TECHNICAL EXPERTISE: MORTGAGE BROKING

Working as a mortgage intermediary requires technical knowledge and skills that are relevant to this discipline. The scope of the work being covered will be determined by the job being performed and the organisation in which you operate.

Explore what this means for each band:

These competency standards typically apply to front line staff, administrative and entry level roles:

  • I know the mortgage intermediary's role, duties and responsibilities when acting as an agent of the client or of the lender or product provider
  • I describe the main types of mortgage and the regulatory and legal environment relating to mortgages
  • I understand the house-buying process, the legal cycle, the key parties involved and their requirements and roles
  • I understand the different factors that affect property values and the implications for consumers and mortgage lenders
  • I understand the process of assessing client eligibility
  • I know the principles and implications of different forms of additional security that may be taken to support a mortgage application
  • I prepare straightforward information for analysis by a mortgage intermediary, using template forms and reports

Associated terms and attributes:

Client eligibility

Client needs

Data analysis

Legal and regulatory

Market context

Product knowledge

Process and procedures

These competency standards typically apply to junior mortgage brokers:

  • I describe the property and mortgage market and the economic context for giving mortgage advice
  • I explain the rules and regulations governing the sale of mortgage related protection products
  • I undertake accurate and thorough client fact finding
  • I evaluate information provided by clients to identify lenders, products and services that best meet both the real and perceived needs of the client
  • I explain and calculate the options open to borrowers
  • I produce accurate solutions for clients, carrying out research, due diligence and relevant analysis
  • I explain the implications, rights and remedies for the borrower and the lender of non-payment of the mortgage and associated products
  • I understand the risks associated with debt consolidation for the client and the implications for mortgage lenders
  • I liaise with lenders and product providers and other relevant third parties
  • I select and recommend lenders and product providers, following my organisation’s procedures and compliance guidance
  • I draft reports, ensuring information is collated, recommendations are researched and generated in line with my organisation's compliance standards
  • I ensure clients understand the different fees and charges they will pay for (including advice, product, valuation and conveyancing) and how these add value to them

Associated terms and attributes:

Client eligibility

Client needs

Consumer Duty

Data analysis

Legal and regulatory

Mortgage advice

Product knowledge

Process and procedures

Relationship management

These competency standards typically apply to senior and experienced mortgage brokers:

  • I explain the principles, procedures, costs, regulatory requirements and legal implications associated with raising additional money, transferring, amending and redeeming mortgages
  • I evaluate the circumstances of clients with complex requirements to understand their needs and suitability and analyse, identify and advise on lenders products and services to meet them
  • I understand financial solutions that are appropriate to the client's stage of life and refer them to specialists where required
  • I use my knowledge of lenders, products, product providers, market requirements and client demands and needs to identify optimal solutions
  • I help my clients progress transactions by guiding them through the process from offer to completion
  • I proactively consider the ongoing needs and suitability of my clients and make appropriate recommendations
  • I analyse the results of product performance and I compare criteria before utilising these to the best advantage when identifying solutions for clients
  • I apply fair, clear and transparent fees for the services provided by my firm and any associated charges (product, valuation and conveyancing), ensuring clients understand how these breakdown and add value to them

Associated terms and attributes:

Client eligibility

Client needs

Consumer Duty

Financial life cycle

Data analysis

Legal and regulatory

Performance

Product knowledge

Relationship management

These competency standards typically apply to senior mortgage brokers operating at strategic level, who may also be business owners.

  • I take responsibility for analysing the lenders and products available for recommendation across my organisation
  • I consider emerging regulatory and legislative changes and recommend appropriate action to the services, lender and product ranges offered by my organisation
  • I assess future complex needs and service requirements of clients and I proactively respond to these
  • I develop comprehensive bespoke solutions for clients with complex needs and proactively oversee the ongoing management of their affairs
  • I organise comprehensive administration guidance for clients who have complex requirements where appropriate
  • I design fair, clear and transparent fees for services provided by my firm, taking into account product, valuation and conveyancing charges, and ensuring they are consistent with delivering good client outcomes

Associated terms and attributes:

Authority and controls

Client needs

Consumer Duty

Data analysis

Legal and regulatory

Performance

Product knowledge

TECHNICAL EXPERTISE: SUPPORTING FUNCTIONS

These are foundation level competencies, covering the technical knowledge and skills required by professionals working in supporting functions such as HR, operations or marketing.

As professionals working in a supporting function you will likely follow the competency standards set out by your Professional Body, however, the subject-matter competencies outlined here will empower you to speak with credibility in the workplace and make better informed decisions. 

  • I know the value of personal finance products, their purpose and role in society and understand the circumstances in which they might be needed
  • I understand the structure and main activities of the personal finance sector
  • I know the differences and the interrelationships between the various roles within the personal finance sector
  • I know the difference between different types of financial service, including regulated financial advice versus guidance 
  • I know the difference between the different types of regulated financial advice: independent, restricted, and execution-only
  • I know the common terminology used in personal finance
  • I know the personal finance products and services that my organisation offers and how they can meet client requirements
  • I know what is meant by professionalism and understand the consequences of ethical and unethical conduct
  • I know the content of the CII Code of Ethics and how to apply this in my role
  • I know and work within the legal, regulatory and ethical frameworks that govern the financial services profession
  • I am aware of my organisation's policies on data protection, complaint handling and conflicts of interest and work within them
  • I am aware of my organisation's speak up/whistleblowing policy and procedures and raise concerns when appropriate
  • I am aware of and fulfil my supervisory requirements where relevant as outlined by regulation and legislation

Associated terms and attributes:

Code of Ethics

Legal and regulatory

Market context

Principles and practice

Process and procedures

Product knowledge

Terminology

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