Division: Estate Management
Location: Newcastle, NSW, AU, 2300 Parramatta, NSW, AU, 2150
Req ID: 70778
Client Service Officer – Estate Management – NSW Trustee and Guardian
Temporary opportunity until 31st March 2025. 35 hours per week.
Location: Parramatta or Newcastle. Flexible and hybrid working options available.
Clerk Grade: 3/4 Base Salary $79,032 pa to $86,539 plus superannuation, and annual leave loading.
About us At NSW Trustee and Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers' lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.
Our commitment to diversity Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.
About the team
NSW Trustee & Guardian can be appointed by a court or tribunal to manage a person's finances and legal affairs if their decision-making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high quality financial management services to customers through our Foundation team, Proactive Customer Management team and Customer Independence and Support team.
The Proactive Customer Management Team is responsible for complex and critical estates and engages with financial management customers, and their support network, when making financial decisions on their behalf, including the development and review of financial strategies and budgets.
About the role The role of a Client Service Officer in Estate Management is to understand the represented person, what is important to them in life and, as far as required, make financial decisions, in the customer's best interests, that they would have made if they had decision-making ability. As a Client Service Officer, you will:
communicate and engage with customers to understand their financial needs and aspirations to allow you to build and manage appropriate budgets.
deal with customer matters that may include transactions for customers.
build rapport and consult with the customers on an ongoing basis.
manage individual customer caseloads and have a strong understanding of when to escalate a matter to the Senior Client Service Officer and/or the Principal Client Service Officer as appropriate.
actively participate in a phone roster and assist colleagues to provide high-quality customer service.
work with key stakeholders such as family members, service professionals and providers to negotiate appropriate options and positive outcomes for the person.
About you Application is encouraged if you demonstrate the following skills, knowledge and experience:
experience and is passionate about supporting people with disabilities, vulnerable or older people. It is highly desirable for candidates to have experience in the community services sector.
strong communicator and can work effectively with customers from a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system.
strong collaboration skills that will allow you to build & develop working relationships and open channels of communications across all teams in the Estate Management Division, other NSW Trustee & Guardian divisions and external stakeholders.
a positive "can-do" attitude and be self-motivated.
Essential requirements
Understanding of NSW Trustee and Guardian's key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
Willingness to be a part of a rotating phone roster shared on an equitable basis covering morning and afternoon shifts (between the hours of 9.00am to 5.00pm).
Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, and to participate in one-to-one review sessions for calls and emails.
What we offer NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:
work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing)
various leave options (recreation, parental, and flex leave of up to 24 days per year)
career development including study leave and acting opportunities
access to Fitness Passport and employee assistance program, and annual flu vaccinations
How to apply To apply for this role:
complete the online application
submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability
Closing date Applications close 11:59pm, Thursday 14 November 2024.
For enquiries about the role, please contact Emilio Pereira, Manager Proactive Customer Management 2, Estate Management via email: ******.
For enquiries about the recruitment process, please contact Antonio Caswell, Talent Advisor via email: ******.
Please do not send your applications directly via email, LinkedIn or SEEK. Only applications submitted via the online portal will be accepted.
Please note:
If you need an adjustment in the recruitment process, please contact People and Culture via email at ******
Offers of employment will be subject to reference checks and relevant clearances.
A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.
Thank you for your interest in this role. We look forward to receiving your application.
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