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Client Care and Communication

Blending technical knowledge with client understanding to build trust, foster collaboration, and elevate the financial planning experience.

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Competency Overview

Includes a collection of knowledge, skills and behaviors that aids the financial planner in building a collaborative client relationship and integrating their technical and client knowledge so that the client builds trust and gains optimal value from a financial planning experience.

High Impact Communication

Seeks to learn the client beyond the numbers, sets clear process expectations and delivers wellframed messages and plan presentations aimed to meet client needs and fuel action.
Client Experience

Orchestrates a methodical process and pace of delivering client service while ensuring a quality client experience and driving continuous improvement in processes and products.
Prioritization

Collaborates with client to prioritize and sequence financial planning topics and needs for analysis and solutions such that the client is not overwhelmed and more likely to act on advice.
Drive for Client Success

Conveys a commitment to understand and recommend what’s best for the client while using client insights to pace the relationship, co-create goals and action steps, and motivate action according to client goals.
Financial Coaching

Leverages coaching skills such as asking powerful questions and helping clients envision the future to change financial behaviors, adopt new habits, implement plans and achieve their life goals.

Proficiency Levels

Foundational
  • Builds rapport through empathetic listening and clear messaging
  • Clarifies goals and values during early client conversations
  • Maintains a consistent communication cadence and meeting structure
  • Encourages client ownership and responsibility
  • Demonstrates awareness of client behaviors and decision-making
Intermediate
  • Uses storytelling and visuals to support client understanding
  • Implements a communication plan across the client journey
  • Collaboratively sequences client goals and planning activities
  • Identifies client barriers and reinforces motivation
  • Applies coaching techniques and introduces behavioral tools
  • Recognizes when to integrate financial counseling into planning
Advanced
  • Customizes communication for personality and scenario
  • Enhances client ease with digital solutions and personalized service
  • Leads prioritization in complex planning engagements
  • Proactively addresses client reluctance and hidden barriers
  • Mentors others on coaching and behavioral applications
  • Establishes ethical and structured counseling services within the practice

The FPA® Competency Model™ | ©2025 Financial Planning Association. All rights reserved.

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Why this Competency Matters

Financial planning is only effective when it's clearly understood. This competency ensures professionals can listen actively, simplify complex topics, and align communication to client needs.

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Helpful Tools and Resources

The FPA Competency Model™

Gain a comprehensive view of the model, including all competencies, detailed sub-competencies, and associated behavioral indicators.

The FPA Competency Model™: At a Glance

View the highlights of the six competencies and their key focus areas, providing a high-level snapshot ideal for orientation, planning discussions, or quick reference.

The FPA Competency Model™: A Quick Start Guide

New to the model? This guide is the perfect place begin.

Courses within this Competency