Create Solutions Training Portfolio 2010

Create Solutions Ltd, Springbank House, 16 Leegate Gardens, Heaton Mersey, Stockport SK4 3NR

Tel 0161 870 6637 www.createsolutions.co.uk Registered number 4446616

“The Specialist Training and Compliance Company for the General insurance Industry”

Training Courses

and

Specialist Workshops

for the General Insurance Industry

2010




Who We Are

Create Solutions Ltd was formed in 2002 to help prepare General Insurance

Brokers for FSA regulation and to help them train their staff. Since then we

have helped hundreds of firms apply for authorisation, set up systems and

procedures, prepare for FSA visits, monitor their compliance and help them

stay on track.

We provide a bespoke service to a wide range of clients and tailor our

support to each client, ensuring a professional service which is specifically

designed to support each client’s individual requirements

We are the Specialist Compliance and Training Company for the General

insurance Industry. Our office is based in the Manchester area and work

throughout the UK, supported by a nationwide network of professionally qualified trainers and experts providing consultancy, regulatory support and

also training.

We are members of the Association of Professional Compliance Consultants,

and the Directors are council members of the Insurance Institute of

Manchester.

The key members of our team:

Mike Cranny FCII

Karen Cartridge Dip CII

Malcolm Williams FCII

Roy Rodger FCII

Tracy Norton BA (Hons)




• We have straight-talking tutors – ones that you can

understand and relate to.

• All of our tutors have specialist knowledge in their subject areas.

• Our courses are memorable as well as being informative. We like to make them participative (after all, 90% of what we

remember is influenced by what we say and do).

• Our courses are stimulating and fun (Yes! Learning about

insurance can be fun!)

• Our courses range for the basic level to advanced technical.

• We do not offer standard ‘off the shelf’ training courses that many companies provide – ours are different. We recognise that all companies are different and that each company has

different needs.

• We work with our clients to thoroughly understand their needs and to deliver exactly what is required, enabling your business

to get the best return on your investment.

• We always discuss your objectives and requirements with you before finalising any training programmes and we are happy to tailor any of our courses to suit your needs.

• BUT most of all, our courses are CREATIVE. They are created and designed to deliver quality training material in an enjoyable format. After attending one of our courses, you will be hungry for more... We promise!

What you should know about our courses:




Why work with us?

We have professional, long-term relationships with our existing clients and

have always provided unique and creative bespoke solutions to their

compliance and training requirements.

The team at Create Solutions have a combined experience of over 100

years in the Insurance Industry. Karen is currently Deputy President of the

Manchester Insurance Institute. Mike is currently a Council Member at the

CII and is a past President of the Manchester Insurance Institute.

Our view is that no two clients have the same requirements when it comes

to compliance and training and so we always tailor our services to meet

their individual requirements.

What we suggest:

We wouldn’t expect you to consider dealing with us without first meeting us.

We would also like to meet you and obviously any meeting is at no cost to

you and without obligation.

We would then be in a position to give you a firm quote for a bespoke

training package which fully takes into account the needs and requirements

of your company.

How we differ from other General Insurance Training Companies:

Everything we do is bespoke and the Directors are very involved in the

business. All of our staff have an insurance background – even the part time

staff – and all of our consultants are professionally qualified.

We are considered expert even by our competitors and can supply

references from clients on request.




The modular format of our training proposition is designed to allow you to

pick and choose the modules relevant to your business in order to put

together a training programme which suits your particular requirements.

Courses and workshops can be purchased on an individual basis - or combined to produce a full structured in-house training programme.

Modules can be swapped and changed to suit your needs and additional

modules can be added. All existing modules can be amended to include

specific topics that you wish to cover or the content can be tailored to suit

your business needs.

We work with a number of professional trainers with specialist knowledge

in various subject areas, allowing us to create and run bespoke training

programmes for those of our clients who require training and/or workshops in subjects which are not covered in this portfolio.

As our training is charged out on a daily rate, we try to combine two short

courses into one day, where possible, to minimise the cost to you.

Obviously this depends on the complexity of the subject and your

requirements.

If you do not see what you require here in this portfolio, please contact

us. We can deliver any general Insurance technical training course – at any level – in any format you require.

For further information or if you have any questions, please contact the

office on 0161 870 6637 or by email: [email protected]

Methods used: Interactive sessions using discussions, case studies and

practice sessions

Numbers: Up to 12 delegates per session (usually)

Cost: In-house training is charged at a daily rate of between

£850 and £1200 (plus Vat) per day depending on the

number of delegates and course content/design and

research required.

Individual delegate costs will be shown on the open course advertisements.

Course contact [email protected] Office Tel 0161 870 6637

Pick ‘n’Mix!




Modular Training Program

One Day Courses

•“All you need to know about Insurance in a day – Entry Level”

•“All you need to know about Insurance in a day – Intermediate Level”

•“All you need to know about Supervision in a day”

•“Selling made effective – Winning and Keeping business”

•“All you need to know about Risk Survey Skills in a day”

•“All you need to know about Compliant Sales in a day”

•“All you need to know about Fleet and Commercial Vehicle Insurance in a day”

•“All you need to know about Motor Insurance in a day”

Half-Day Workshops

•“All you need to know about Communication and Motivation”

•“All you need to know about Negotiating and Influencing”

•“All you need to know about Coaching and Training your staff”

•“All you need to know about Conducting Performance Reviews/Appraisals”

Specialist Half-Day Compliance Workshops

•“All you need to know about General Insurance Regulation”

•“All you need to know about Monitoring your Compliance”

•“Dealing with the top five Compliance risks your business faces”

•“Learning the lessons from Enforcement”

•“All you need to know about Financial Management”

•“All you need to know about Corporate Governance and Planning”

•“All you need to know about Treating Customers Fairly (TCF)”

•“All you need to know about dealing with Conflicts of Interest”

•“All you need to know about Handling Client Money”

•“All you need to know about Training and Competency requirements”

•“All you need to know about Handling Complaints”

Course contact [email protected] Office Tel 0161 870 6637




One Day

Training Courses




“All you need to know about Insurance in a day”

A One Day Introductory Course

Aim of this course

This course has been specially designed as an entry-level introductory course for new recruits into the Insurance Industry, or for those who simply have never had any formal insurance training.

It is an interactive course, packed with plenty of practical case studies and team exercises and can easily be integrated into an Induction Programme for new staff. We like to simplify the complex and introduce insurance in a fun and exciting way. It is ideal for those who have had no formal training in this area or are new to the role. It may also act as a refresher course and help delegates build on their existing skills and knowledge plus this course helps compliment any in house training provided.

The course outline is detailed below however we can tailor to meet the company and delegates objectives. Please discuss with us beforehand.

The main topics covered during the day:

• What is Insurance?

• How, When, Where it came from?

• What is Risk?

• What is Underwriting?

• The Principles of Insurance

• Common types of Insurance

• Market organisations

• The Regulation of Insurance

• Claims and Fraud

• The Insurance game

• What they don't tell you in the text books!




Aim of this course

This course has been specially designed for those who are involved in handling Household and /or Commercial Insurance in an underwriting, broking or claims capacity. It is ideal for those who have attended our Introductory course “All You Need to Know about Insurance in a day” and who want to now take their knowledge and understanding to the next level.

This course is an interactive and fun learning day and covers a lot of ground in one day. It looks at types of insurance cover in more detail and explains the terminology, broking, underwriting and claims processes surrounding Commercial and Household Policies. It is ideal for those who have had some basic level training or experience in this area. The course is designed to help delegates build on their existing skills and knowledge and will compliment any in house training provided.

Delegates will gain a better understanding of the role of the parties involved and it will examine common claims issues and the problems that can arise and how to deal with them. During the day we look at the policy format structure and content of commercial and household policies.



• Property Insurance - Household/Commercial/Liability - an overview.

• The Underwriting Process – what happens? How the underwriter calculates risk and exposure, apply terms and calculates the premium

• The structure and main features and cover of a household policy (Building and contents) and a Commercial Combined Policy (Including Liability and Business Interruption)

• The Principles relating the Claims Handling – Indemnity, Utmost Good Faith, Subrogation, Contribution and Proximate Cause

• The roles of parties involved in the claims handling process

• A look at the most common claims including storm, fire, theft, subsidence, flood, burst pipes, alternative accommodation and how they are dealt with

• How claims are settled

• Looking after customers expectations (Treating Customers Fairly)

• Handling Complaints

• Insurance Regulation

“All you need to know about Insurance in a Day - Part 2”

With a focus on Commercial & Household Insurance

(including Claims Handling)

A One Day Intermediate Level Course




Aim of this course

This introductory course has been specially designed for businesses regulated by the FSA, to help supervisors and team leaders improve their effectiveness, their confidence and to help you run a more efficient business.

This is a foundation module which is crucial to getting the best from the four specialist workshops. It is an interactive format and puts the spotlight on the leadership role your supervisors and team leaders have. How do they measure up? Are they really doing the job you want them to do – are they as effective as they need to be, or could we help them do better?

The course also covers what the FSA are looking for to prove your firms has an effective supervision strategy. How staff are supervised is one of the FSA’s hot topics at present.

Delegates will learn new skills as well as refresh existing skills, consider best practice, and learn how to put all this theory to good practical use.



• What the FSA expect from Supervision

• FSA Training and Competence Requirements

• What makes a good supervisor?

• The problems arising from poor supervision

• Running a tight ship – eyes in the back of your head?

• Handling Complaints and dealing with ‘difficult’ people

• Conducting Appraisals/Performance Reviews

• Motivating your staff

• Coaching/ Training your staff – tips and techniques

• Communication–verbal/body language /meetings/presentations

• Getting the best out of your team

“All you need to know about Supervision in a Day”





“Selling made Effective”

Winning and Keeping Business


Aim of this course

This course has been specially designed as an entry-level introductory course for new recruits into the Insurance Industry, or for those who simply have never had any formal sales training. It is equally beneficial to experienced sales professionals who feel they would benefit from updating and refreshing their existing sales techniques.

We will examine the skills required to successfully win business, looking at various selling techniques and the vital importance of positive attitude and good communication skills in the sales process.

We look at the principles of marketing and the main differences between marketing and sales. We will also look at why people buy and how to understand the differences between features and benefits. Finally, we look at the skills and techniques required to establish and maintain positive and long-lasting client relationships.

This is an interactive course, designed for maximum delegate participation to assist with the learning process. It is a fun and practical way to explore, improve and practise the skills covered and should make an immediate impact on the delegate’s day-to-day activities.



•Motivation

•Marketing

•The Buying Experience

•Communication

•Influencing styles

•Sales Interview

•Review

•Quality Relationships




“All you need to know about Risk Survey Skills”

A One Day Intermediate Course

Aim of this course

This interactive course has been specially designed for those who are involved in conducting risk surveys, and those that are non-surveyors but need to have the Knowledge, Skills and Understanding of assessing and managing risks.

It is ideal for those who have some experience in handling Commercial Insurance (including brokers/account handlers, underwriters and claim handlers). Delegates will learn new skills as well as refresh existing skills. The course will help them examine best practice, and learn how to put the theory into good practical use. They will gain a better overall understanding of the important role the surveyor plays in the underwriting and decision making processes.



•What is the purpose and role of a Risk Survey

•The benefits of a Risk Survey – to the Client, Broker and Insurer

•The main features of a Risk Survey

•Assessing the Risk – the Skills required by a Surveyor

•The main features – The Property, Security, Liability, Business interruption

•Specific features relating to Motor Fleet and Haulage risks

•The Survey - How the Underwriter uses it to calculate risk and exposure, apply terms and calculate the premium

•Managing the Risk –The Risk Management process

•The options - a requirement or a recommendation

•Improving the Risk and Keeping Control

•What can go wrong and a look at some possible consequences?

•Business Continuity Planning– What, Why and How?

•Risk Presentations – what to do what not to do!

•Review




“All you need to know about Compliant Sales”

A One Day Intermediate Course

Aim of this course

This interactive course has been specially designed for those who are involved in the sale of General Insurance products, whether over the telephone or in a face-to-face capacity.

It is a practical and hands-on course, ideal for those with little or no experience in selling General Insurance products. The course is equally suitable for experienced sales and call centre staff to ensure they are fully aware of the regulatory requirements with regard to the sales process and that they are compliant with the regulatory requirements in their daily interactions with clients.

The course will provide an overview of how to conduct a compliant sale and help increase delegates’ awareness of the risks of mis-selling and its consequences. We will explore what is regarded as best practice and what is essential from a regulatory perspective, to ensure customers are treated fairly and to avoid the pitfalls of mis-selling.



•Making a Safe sale – what the FSA expect

•The Insurance Conduct of Business Rules – What they are and how they affect you

•New Business Sales, Mid Terms Adjustments and Renewal processes

•The differences between sales to Retail and Commercial customers

•Different methods of selling, e.g. telephone, face-to-face, internet etc

•What is and isn’t advice and the risks of giving advice

•How to make non-advised sales

•The Sales script

•The Importance of Policy summaries

•Understanding Demands and Needs Statements

•The sale of add-ons - understanding the requirements

•The Sales process v Treating Customers Fairly

•The pitfalls and lessons learned from FSA fines imposed on firms for mis-selling.




“Fleet and Commercial Vehicle Insurance”

A One Day Workshop for Case Handlers

Aim of this course

This hands-on workshop is interactive and practical. It includes case studies, examples, presentations and Questions & Answers.

The aim of the workshop is to give delegates an in depth understanding of how the Commercial vehicle and Fleet market operates and how underwriters assess and calculate premiums for the different types of risk.

Ideal for brokers, account executives, those dealing with commercial vehicle or fleet business/Insurance, this workshop is also very useful for underwriters and/or anyone working in this market who needs a practical update of their skills and knowledge in this important market.



•Looking at Commercial Vehicle and Fleet Risks through the Underwriters’ eyes

•Understanding how the underwriters arrive at a premium

•Assessing the clients’ insurance requirements

•Types of Fleet/CV cover and rating

•Common rating factors

•The Market

•Understanding claims experience, Run Off and IBNR

•Fleet Management

•Trailers, containers, Special Types

•Agricultural and Forest vehicle

•Tool of Trade use

•Contractual Liability

•Loading/Unloading and Tipping

•Legislation

•Presenting the risk to the Insurer

•Negotiating Terms – Broker v Insurer




“All you need to know about Motor Vehicle

Insurance in a day”

A One Day Workshop

Aim of this course

This hands-on workshop is interactive, practical and fun. It includes case studies, examples, presentations and Questions & Answers.

The aim of the workshop is to give delegates an introduction to Motor Vehicle Insurance. We look at the part motor insurance plays in everyday life, as well as how the motor insurance market operates. We examine example policy cover documents, scrutinise the terms and conditions and take a good look at the claims process, including claims handling companies, credit hire organisations, the Motor Insurance Bureau and the Motor Insurance Database.

We touch on GAP Insurance and briefly look at the types of excess cover and the associated add-on policies (such as legal expenses and breakdown cover) and thepotential pitfalls of mis-selling these products.

Ideal for new-starters, this introductory course is suitable for brokers, underwriters, claims-handling staff, customer service personnel, account executives and administrative staff.



•The Motor Insurance Market

•The law relating to motor insurance – cover notes and certificates

•Typical Policy structure and cover including Conditions, Exclusions, Warranties

•How claims are dealt with, including third parties and injuries

•MIB / MID /CUE

•Sales Methods and Underwriting

•The Ombudsman and Complaints




Half-Day

Workshops




“All you need to know about Communication and

Motivation”

A Half-Day Workshop

Aim of this course

This course will provide an overview of staff motivation and why it is so important. We will look at the value of having a motivated team and how motivation can be improved.

The course will also look at why good communication is so important; what constitutes effective communication and how to improve all types of communication within the work-place and in general day-to-day life.

We also take a brief look at assertiveness, confidence and influencing skills.



•What motivates you and others?

•Signs of motivation and de-motivation

•Value of motivation to the team/individual and to the company

•Tips for improving motivation

•Why good communication is important

•Methods of communication (verbal/non-verbal/written)

•Body language

•Active listening

•Open and closed questions

•Barriers to listening

•The power of silence

•Dealing with difficult people

•Assertiveness




“All you need to know about Negotiating and

Influencing”

A Half-Day Workshop

Aim of this course

This course will explain and demonstrate what is meant by negotiation. We will describe and examine the stages of the negotiation process, uncovering the tactics and behaviours used during a negotiations.

We will also look at why it is beneficial to be able to successfully influence others and what it means to influence others. We will examine the importance of effective communication and look at the difference between assertive and aggressive behaviour . Practical sessions will help to formulate strategies for dealing with difficult people both at work and in your personal life.



•What is negotiation and why is it important?

•Planning and preparing for negotiations

•How to structure negotiations

•Negotiating styles and tactics

•Achieving a win-win outcome

•How to close your negotiations

•The benefits of being able to influence others

•The difference between assertive and aggressive behaviour

•The importance of good communication

•Creating the right first impression

•Strategies for dealing with difficult people




Aim of this course

This course will provide an overview of staff motivation and why it is so important. We will look at the value of having a motivated team and how motivation can be improved.

The course will also look at why good communication is so important; what constitutes effective communication and how to improve all types of communication within the work-place and in general day-to-day life.

We also take a brief look at assertiveness, confidence and influencing skills.



•The difference between coaching and training

•Skills required to be a good coach

•When to coach

•Learning styles

•Personality profiles

•Barriers to learning and how to overcome them

•Getting people back on track following poor performance

•Dealing with difficult staff members

•Skills required to train your staff

•Preparation of a training plan

•Delivering training – one-to-one or for the whole team

•Recording and evaluating training

“All you need to know about Coaching and Training your staff”

A Half-Day Workshop




“All you need to know about conducting

Performance Reviews/Appraisals”

A Half-Day Workshop

Aim of this course

This course will look at what constitutes a performance review and why reviews are important.

We will examine the skills required to conduct a successful review and how to prepare for and structure the review itself.

We look at various tips and techniques for giving feedback and praise as well as strategies to help with the uncomfortable task of handling difficult people and situations. It is vital to fully understand the requirement for good communication in this context.



•What is a performance review?

•Skills required to conduct a successful review

•Preparing for the review

•Performance review structure

•Do’s and Don’ts

•Handling difficult people

•Handling difficult situations

•Getting S.M.A.R.T

•Giving feedback and praise

•Communication skills

•Tips and techniques




Specialist

Half-Day

Compliance

Workshops




“All you need to know about General Insurance

Regulation”

A Specialist Half-Day Workshop

Aim of this course

This introductory workshop is ideal for new starters in the General Insurance Industry. It will help delegates to understand how the FSA regulates the general insurance Industry and what this means for them.

We look briefly at the main areas of regulation, how this is policed and enforced and we also look what action the FSA can take if and when things go wrong.

Delegates will gain a good overall understanding of the regulatory processes and the importance of understanding and adhering to the rules within the business.



•About the FSA and how the industry is regulated at present

•The future of regulation including the Consumers Protection and Markets Authority

•The main areas and responsibilities of a firm and what this means for you

•How do the FSA know what you are doing?

•Training and Competency – what the FSA expects to see

•Handling Complaints

•TCF – how and why it applies and what the FSA would expect to see?

•Conflicts of interest – what are they?

•Data Protection

•Financial Crime

•FSA Fines – what can go wrong




Aim of this course

This workshop has been designed for compliance officers, supervisors, managers, approved persons and senior managers or directors. We look at the importance of the role of the Compliance Officer / Department within a regulated firm and cover the basics of compliance, how to monitor it and why it is so important to get it right.

The workshop will help improve the understanding and skill of those dealing with regulatory compliance and will also look at some practical examples of compliance problems and how to solve them.



•Regulation – a look at how regulated at present and what’s to come in the future?

•The future – Financial Education Body/ Prudential regulation/Financial Crime

•The future – Consumer Protection and Markets Authority .

•What does a compliant business look like?

•Compliance Documentation – IDD/TOBA/Policy Summaries

•Sub-broking agreements including Risk Transfer

•Compliance Planning

•Compliance Monitoring

•Management Information

•Breaches and reporting

•Keeping records

•FSA Arrow Visits – what to expect

“All you need to know about Compliance”





“Learning the Lessons from Enforcement”


Aim of this course

Knowing what the FSA is up to is not easy. Since 2004 the amounts of fines fell every year - as did the number of enforcement actions. Following the departure of John Tiner and the collapse of Northern Rock everything went into reverse. By the end 2008 the FSA had given up its attempts to persuade, and TCF became an enforcement issue. Since then, the FSA have decided to get even tougher – and not just with the Banks

The objective of this course is to show the reasons why the fines and banning orders were imposed and what the common breaches were. It will also enable companies to make a proper assessment of their regulatory risk.

In particular we will warn you what is currently on the FSA’s radar, and how to protect yourself if they knock on your door.

This interactive course has been specially designed for those in a managerial or supervisory position as well as those involved in dealing with regulatory paperwork on a day-to-day basis.



•What is happening at the FSA

•What the future holds – how the industry will be regulated in the future

•The Consumer Protection and Markets Authority

•The serious mistakes some companies have made

•How the FSA enforces its rules

•The most serious breaches

•The most frequent breaches

•How breaches were discovered

•Understanding Regulatory Risk

•Reporting Breaches

•Enforcement action

•The lessons we can learn




Aim of this course

This workshop has been designed for supervisors, managers, approved persons and senior managers or directors. It will help delegates to understand the firm’s responsibilities under the regulatory system and how business owners and approved persons are personally responsible for making sure their business is compliant.

Gaining a thorough overview of the important areas of regulation that need overseeing will help delegates manage more confidently in their day-to-day dealings with the FSA and their staff.



•The Regulatory System and Your Responsibilities

•Systems and Controls

•Financial Management

•Treating Customers Fairly (TCF)

•Sales – Commercial and Retail

•Claims Handling

•Training & Competency and Supervision

•Complaints Handling

•Regulatory Reporting

•Managing Business partners

•Financial Crime

•What this means for Directors and Approved Persons

“All you need to know about Corporate Governance and Planning”





“Treating Customers Fairly (TCF)”


Aim of this course

This workshop has been specially designed to help delegates understand the FSA’s approach to Treating Customers Fairly and how this applies to their business.

Ideal for senior managers, directors, brokers, approved persons, claims staff, supervisors and compliance officers, this is a practical and interactive workshop that aims to give delegates a clear, simple and comprehensive understanding of what is meant by Treating Customers Fairly, what they need to do to meet FSA expectations and deadlines and what are the consequences of not doing so.

At the end of the course delegates will know how to move forward and progress, implement and embed TCF within their organisation and will be confident that they will be able to satisfy the FSA.



•What is meant by Treating Customers Fairly

•Corporate culture and responsibility

•The six required outcomes

•The TCF Gap Analysis and Action Plan – Why? What ? How?

•Management Information - What the regulator would expect to see

•Simple actions you can take now

•What the FSA are likely to expect with regards to TCF during an Arrow or theme visit

•The 6 point action plan to help you protect your business from not meeting the TCF Principle




“Dealing with Conflicts of Interest”A Specialist Half-Day Workshop

Aim of this course

Managing Conflicts of interest is an integral part of Principle Based Regulation. Insurance Broking involves the automatic conflict between firm, insurer and client and the FSA require all companies to have affective strategies in place to handle and mitigate these.

The course is suitable for Senior Managers, Directors, Brokers, Approved Persons, Supervisors and Compliance Officers working in General Insurance.

At the end of the course delegates will have a clear, simple and comprehensive understanding of what is meant by Conflicts of Interest, how it applies to your firm and what action you need to take.



•What are conflicts of interest?

•How to recognise them

•Methods of mitigation

•Producing your Conflicts of Interest Policy

•Training your staff and informing them of what to look out for and what to do

•Case studies

•What the FSA are likely to expect with regards to Conflicts of Interest during an Arrow or theme visit




“All you need to know about handling client

money”


Aim of this course

The aim of the workshop is to provide delegates with an overview and understanding of the FSA’s client money rules with reference to the CASS rule sourcebook and how it applies to their firm.

It is a practical workshop ideal for accounts staff, supervisors, directors, senior management, approved persons, compliance officers and all those working in general insurance with a regulatory responsibility.

We focus on what the FSA are looking for when they look at firms handling client money and how to ensure your firm’s policies and procedures for this critical area are robust enough to withstand an FSA visit. The course will help delegates identify and understand best practice, and will help show them how to put the theory to good practical use.



•An overview of the FSA Client money rules

•The key and popular points you need to know.

•The pitfalls

•The Hot topics

•The FSA’s radar – what to look out for

•The FSA’s intentions

•What they will test you for if you receive a visit

•What sort of questions do the FSA ask?

•What you need to do to implement and safeguard your Client money procedures.




“All you need to know about the training and

competency requirements”


Aim of this course

The aim of this workshop is to give delegates simple , practical assistance to help with meeting the FSA requirements for the training and competence of their staff.

The workshop is designed for Brokers/Managers/ Supervisors/Team Leaders and all those responsible for the Training and competence of staff. We look at the FSA rules and how firms are responsible for ensuring that all staff are fully competent to do their job, particularly when staff are customer facing or their role has a direct bearing on how customers are treated.

We explore the need for businesses to demonstrate that staff can do their jobs, that they have sufficient knowledge and skill to carry out the tasks entrusted to them. This includes knowledge of internal systems, legislation, regulation, products and procedures, and so on.

Delegates will learn how to put procedures in place to monitor competence, and ensure that staff remain competent, especially in areas as technical and product knowledge, legislation and regulation. We look at how to conduct regular checks (to make sure sales are made correctly, for example) and the importance of keeping evidence of this.

We translate the rules into Plain English and we aim to make this course practical so that the learning can be transferred back to the workplace



•FSA Rules for Training and Competency of staff

•What you should – and need – to have in place

•Understanding competency

•Assessing competency of staff

•Supervision requirements

•Designing and delivering training and making sure it is relevant

•Evaluating training

•Record-keeping

•Continuous Professional Development

•What can happen if you don’t ensure your staff are competent – learning the lessons from FSA enforcement due to lack of or insufficient training




“All you need to know about Handling

Complaints”


Aim of this course

This interactive course has been specially designed for those who are involved in handling complaints. We cover the written procedures you must have in place, responsibility for complaints within your company, the timescales involved and the consequences of not dealing with complaints properly.

We look briefly at the importance of TCF in your business and how this relates to complaints and we also examine the role of the Financial Ombudsman Service (FOS).

It is ideal for those who have some experience in handling complaints (including brokers/account handlers, underwriters and claim handlers). Delegates will learn new skills as well as refresh existing skills. The course will help them examine best practice, and equip them with practical and relevant skills they can put to use. They will gain a better overall understanding of the complaints handling process and the importance of managing this process well within the business.



•The definition of a complaint

•What are the timescales involved?

•What are the consequences of not dealing with complaints properly?

•Who is responsible for complaints within your firm?

•A look a your written procedures – what they should include?

•FOS – Who are they and what do they do?

•TCF – what is the importance of TCF in the complaints handling process?

•Best Practise including conducting a Root Cause Analysis




• “lively course”

• “found it useful, have learned a lot today”

• “first course I haven’t nearly fallen asleep on”

• “interesting and well presented”

• “very interesting and kept busy and amused!”

• “I found it very useful and feel it has given me a platform

to improve on the skills learned today”

• “very informative”

• “well-presented – everyone on the course made

contributions, which can sometimes be difficult to get out

of a group”

• “very informative/useful – thank you Bill and Karen!”

• “helped me with my day-to-day role and gave useful info

to progress myself”

• “Bill and Karen put us all at ease very quickly. Felt

comfortable throughout the day and will take a lot away

with me. Thank you!”

• “very useful and informative. Information you can

actually put into practice within your role”

• “very helpful and interesting”

• “questions and examples were helpful”

• “I liked the interaction between attendees and learned a

lot from them too!”

• “great course!”

Some Feedback from previous

Training Courses...

Documents

Create Solutions Training Portfolio 2010