Lesson 8 – Company Policies and Delegated Authority

Delegated authority is the level of responsibility an employee has been given to make decisions or commitments on behalf of MyEstate or its client.

The extent of authority will depend on:

1. The employee’s role;
2. Training and experience;
3. Management instructions;
4. The client agreement;
5. Financial limits; and
6. MyEstate’s internal policies.

Examples of decisions requiring authority

Employees should not assume they are authorised to:

1. Agree a reduction in fees;
2. Approve compensation;
3. Accept an offer on a client’s behalf;
4. Promise that a tenancy will be granted;
5. Authorise major repairs;
6. Make deductions from client money;
7. Waive referencing requirements;
8. Change contractual terms;
9. Provide confidential information;
10. Admit legal liability; or
11. Respond finally to a serious complaint.

Why policies matter

Policies provide a consistent framework for managing risk. Relevant policies may include:

1. Complaints handling;
2. Conflicts of interest;
3. Data protection;
4. Client money;
5. Anti-money laundering;
6. Lone working;
7. Safeguarding;
8. Equality and diversity;
9. Repairs and emergencies;
10. Social media;
11. Gifts and hospitality; and
12. Record retention.

An employee should seek clarification where policies conflict, appear outdated or do not cover the situation encountered.

Key rule

If you are unsure whether you have authority to make a decision, pause and ask a manager before making a commitment.