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Certificate in Superannuation - Introduction to PNG Superannuation Industry v0.51
1.0 PNG Superannuation
1.0 Introduction to the financial services industry
1.1 Introduction to a typical member
1.2 Social Security in Papua New Guinea
1.3 Introduction to the superannuation industry
1.4 History of the industry
1.5 Fund design
1.6 Where are superannuation savings held?
1.7 Which fund will I join?
1.8 Summary
Chapter 1 Evaluation
2.0 Regulation & Trusteeship
2.1 Legislation and regulation
2.2 Trusteeship
2.3 The role of the superannuation trustee
2.4 Main duties of the trustee
2.5 Summary
Chapter 2 Evaluation
3.0 Contributions
3.1 Contribution Types
3.2 Compulsory contributions
3.3 Voluntary contributions
3.4 Taxation of contributions
3.5 Contribution reporting
3.6 Summary
Chapter 3 Evaluation
4.0 Fund Administration
Chapter 4 - Preview & Learning
4.1 Role of service providers
4.2 Role of the employer
4.3 Investing
4.4 Reporting and disclosure requirements
4.5 Complaints handling
4.6 General costs of running a superannuation fund
4.7 Unclaimed money
4.8 Summary
Chapter 4 Evaluation
5.0 Benefits
Preview & Learning Outcomes
5.1 Introduction
5.2 How a member’s balance is calculated
5.3 Withdrawal conditions
5.4 Payment of superannuation benefits
5.5 Lump sums
5.6 Defined benefit pensions
5.7 Taxation of superannuation benefits
5.8 Risks to consider in determining retirement income
5.9 Summary
5.10 Appendix 6.1 – Tax rates and terminology
Chapter 5 Evaluation
6.0 Customer Service
6.1 Who are your customers?
6.2 What do your customers need?
6.3 Quality of service
6.4 What does it take to be a great CSOR?
6.5 The structure of a customer service interaction
6.6 Talking to your customers
6.7 Listening
6.8 Responding to a customer’s enquiry
6.9 Referrals and escalations
6.10 Email service
6.11 Assertiveness
6.12 Complaints
6.13 Anger
6.14 Dealing with an angry customer
6.15 Your rights
6.16 Customer contact notes
6.17 Putting it all together
6.18 Summary
Chapter 6 Evaluation
6.8 Responding to a customer’s enquiry
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