Senior Client Service Officer – Estate Planning and Administration – NSW Trustee and Guardian 2 x Ongoing full-time positions available. 35 hours per week. Location: Newcastle. Flexible and hybrid working options available after 3 months. Clerk Grade: $93,295 pa to $102,941 pa plus super 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 teams
The Estate Planning & Administration division is responsible for delivering NSW Trustee & Guardian's commercial services in Will making, as trustee, attorney, and as administrator/executor of deceased estates. The teams administer assets in accordance with the functions and obligations under the relevant legislation and make legal decisions within legal frameworks and NSWTG's prescribed delegations. The division delivers high quality service using a customer-centred approach and is delivered by:
Estate Administration Trust and Powers of Attorney Administration Intestate, Life Estates and Crime Confiscation/Civil Forfeiture administration Wills and Estate Planning About the roles
There are two positions, Senior Client Service Officer Trust/Power of Attorney/Life Estates and the Senior Client Service Officer Estates Administration.
Each role is part of a team that is collectively responsible for delivering high quality, consistent and timely services that are consistent with NSWTG's customer experience statement. The Senior CSO will independently handle complex estates, client transactions and provide guidance and support to Client Service Officers. The role will also have a strong understanding of when to escalate more complex matters to the Principal Client Service Officer within the team.
This exciting opportunity will see you:
Deliver quality, efficient, and timely service to your caseload. Coordinating with internal stakeholders on complex customer matters, ensuring the delivery of high-quality customer service. Delivering a range of complex transactions and ensuring that you are successfully delivering on them in line with NSW Trustee and Guardian's Customer Excellence Principles. Provide support, guidance and advice to Client Service Officers as required. Utilise the required systems and processes to support the management of client matters and actively suggest improvements. Escalate difficult matters and significant complaints to the Principal Client Service Officer. Actively role model NSWTG's values and behaviours. About you
Application is encouraged if you demonstrate the following skills, knowledge and experience:
Experience in working in a high performing team in a customer focused organisation and demonstrated understanding of financial/operational management that improves commercial viability. Have strong communication and collaboration skills that will allow you to build and develop working relationships with all teams in the Estate Planning and Administration division, other NSW Trustee & Guardian divisions and external stakeholders. Ability to work independently and demonstrated problem solving skills to resolve different issues as they arise. Time management skills, with the ability to prioritise competing interests and deadlines. Essential requirements Understanding of NSW government and NSWTG's key services and client base. All roles in NSWTG require a willingness to have phone calls monitored for quality and training purposes. Understand the Department's Flexible Working Hours Agreement and to work within the required bandwidth to maintain customer service. 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 these roles:
Complete the online application. Submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability. Answer the following targeted questions (maximum two pages): Describe a situation where you have worked within a team, in a high-volume working environment with competing and conflicting deadlines, to deliver your own results and also contributing to the overall team outcomes. What strategies did you use, what were your targets and what was the outcome? This role requires compassion, empathy, patience and effective communication skills as you work with vulnerable customers to manage their finances. Sometimes, you may need to deliver news that is not consistent with the customer's wishes. Describe a time where you had to make a decision with which the customer disagreed or did not like. How did you explain the decision? What was the outcome? Closing date
Applications close 11:59pm, Sunday 24 November 2024.
For enquiries about the role, please contact Renee Tremayne, Principal Client Service Officer, Estate Planning and Administration 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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