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FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING – ASSESSMENT TASKS Page 1
© Copyright 2020 The National Finance Institute V.010920
EXERCISE 4
To be completed by the Trainee
You must include this page with your Exercise 4 submission
Alternatively you can retype the details as a front page to your Exercise
Trainee name _________________________________________________________________________

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Trainee Postal Address _______________________________________________________________
_______________________________________________________________
Trainee Daytime Phone numbers __________________________________________________________
Trainee Email address _________________________________________________________________

By your submission you are stating that this Exercise contains no answers which have been
completed by another person. You acknowledge that your assessment marking may be
compromised if it is found to be otherwise.
Date _______________________________________________
Submissions can be mailed to NFI, P.O. Box 1354, Capalaba B.C. Qld 4157 OR
Email to assessments@financeinstitute.com.au (if emailing you must adhere to the emailing file size rules)
OFFICE USE ONLY BELOW HERE
Date received by NFI ____________________ Date received by Assessor ______________________
Name of Assessor ______________________________________________________________________
Date assessed ____________________________ Mark ____________________

Competent
Not Yet Competent

Assessor’s Comments: ………………………………………………………………………………………
……………………………………………………………………………………………………………………..
……………………………………………………………………………………………………………………..
……………………………………………………………………………………………………………………..
Further action required (if applicable) ______________________________________________________
FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING – ASSESSMENT TASKS Page 2
© Copyright 2020 The National Finance Institute V.010920
EXERCISE 4
TASK
Total marks possible 50
Please answer the questions below. You should write or type your answers into a
separate document. Please name your document file with “Your Name” and “Exercise
4”.
You must provide an answer to each question.
In some cases we will give you a reference to the unit in which you will find the
information you require. In some cases you may need to rely on your understanding
from what you have learned from the overall course content, or undertake a search on
the internet.
The questions will also be used to assess your language and literacy skills. The assessor
will check all your exercises and assignments to ensure
– that they are accurate with correct grammar and punctuation
– that they are appropriate to the target audience.
– that they show planning and organisational skills.
– that they demonstrate your ability to search for products and service information
and use problem solving approaches to identify customer needs and expectations.
QUESTIONS
1. List at least 5 points that are important to ensure communication delivers on
customer needs, expectations and priorities. (5 marks)
2. It is important that staff should deliver an outstanding customer experience at all
times. What are the specific behavioural competencies that this requires and
how would this be measured? (5 marks)
3. Using information provided in Unit 2, it is important that an organisation
continually improves. Explain at least 5 ways that an organisation may collect
information to facilitate this? (3 marks)
4. There are laws and legislation that regulate the way businesses may provide
service to a client. A) Name some of these legislations B) Why is this important
and C) What is your responsibility? (3 marks)
FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING – ASSESSMENT TASKS Page 3
© Copyright 2020 The National Finance Institute V.010920
5. Write a guide regarding customer service that you would use, as a mortgage
broker, to look after a customer. You may wish to write it with a new staff member
in mind that you want to train to high standards. Your guide should be a minimum
of 3 typed pages and must include the following points: (5 marks).
• Identify and clarify customer needs and expectations
• Assess the urgency of the request
• Determine priorities for service delivery
• Inform the customer of possible choices
• Assist in the selection of the preferred option
• Address what action you would take if you were unable to satisfy the
customer need
• Seek appropriate assistance where appropriate
• Provide prompt service to customers
• Establish and maintain rapport with customers
• What action might be taken if there was a complaint
• Provide assistance should there be a specific need
• Propose cross-selling opportunities that may be apparent
• Seek customer feedback
• Review customer satisfaction
• Use feedback to improve customer service
6. Detail at least 2 recommendations on how you could improve and monitor your
service delivery to prospective customers. (2 marks)
7. Using information in Unit 11, before a mortgage broker attempts to handle a
client’s concerns they must first determine what kind of concern they are dealing
with. There are three common types of concerns. List the three and provide a
brief explanation of each one. (1 mark)
8. Using information in Unit 12, there are four main personality types a mortgage
broker may have to deal with. List the four types and provide a brief description
of each. (1 mark)
9. Using information in Unit 12, there is a five point plan to successfully establishing
networking, list the five prescribed methods. (1 mark)
10. Using information in Unit 4: A) List four different sectors of the financial services
industry; and B) Describe how they interrelate using internet research if
necessary. (4 marks)
11. Name five things you can think of that may make your current or future business
more environmentally sustainable. The business can be your own or the business
you will, or would like to, be working for. (3 marks)
12. List 10 documents required for an ACL application. You may need to refer to the
Appendix 10. (3 marks)
FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING – ASSESSMENT TASKS Page 4
© Copyright 2020 The National Finance Institute V.010920
13. Visit four different bank’s websites, list one loan product from each website, and
list the key features of each of those products (4 marks)
14. Using the steps provided in Unit 9 Practice Activity 1 ‘Calculating Borrowing
Capacity’, determine what this client can borrow, at an interest rate of 4.5%,
qualifying rate of 7%, a loan period of 25 years, on salaries of Mr X $105,000
gross per annum and Mrs X $47,000 gross per annum, they have two children.
They have credit cards of $10,000 limit and a personal loan of $25,000 at
repayments of $600 per month. (6 marks)
TIPS: – You should use the tax schedules provided in Appendix B16
– Your living expenses should be taken from the table provided on
the NSR sheet Appendix B18
– You do not need to include any “family allowance” payments
– Do include your calculations for us as we will then try to understand
whether your final result has been achieved correctly

15. Employability Skills
The topics below refer to the basic employability skills you need in order to carry

out the duties of a finance broker. Not all the competencies listed below may
directly relate to the topics within the course units so you need to think about
each topic rather than look for answers in the course itself.
You are required to complete a short statement on each employability skill below
to demonstrate how you believe each employability skill will reflect on your
employability.
(4 marks – 0.5 for each point completed)
□ COMMUNICATION –
□ TEAMWORK –
□ PROBLEM SOLVING –
□ INITIATIVE AND ENTERPRISE –
□ PLANNING AND ORGANISING –
□ SELF MANAGEMENT –
□ LEARNING –
□ TECHNOLOGY –
Options for how to submit your Exercise 4 follow.
FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING – ASSESSMENT TASKS Page 5
© Copyright 2020 The National Finance Institute V.010920
WHAT TO DO WITH YOUR EXERCISE 4 ANSWERS FILE:
The completion of a file containing the answers to your Exercise 4 questions above
concludes your Exercise 4 assessment. This file should be sent to us by ONE of the
three options below:
Either email to NFI (with your other assessment files, all at the one time) to
assessments@financeinstitute.com.au
OR, upload into the e-learning platform for Exercise 4 (in the same way you have
uploaded your Exercise 1, 2 and 3 answers)
OR, if you are mailing by Australia Post, then print your answers and include in your
mailed envelope. All exercises and assignments should arrive together.
~ ~~ ~ ~ ~ ~ ~ ~
This completes your Exercise 4

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