Client Service Officers

6 months ago

Parramatta, Australia NSW Department of Communities and Justice Full time

Division: Estate Management- Location: Parramatta, NSW, AU, 2150 Sydney, NSW, AU, 2000 Wagga Wagga, NSW, AU, 2650 Bathurst, NSW, AU, 2795 Lismore, NSW, AU, 2480 Newcastle, NSW, AU, 2300 Gosford, NSW, AU, 2250 Wollongong, NSW, AU, 2500 Broken Hill, NSW, AU, 2880 Port Macquarie, NSW, AU, 2444 Albury, NSW, AU, 2640 Maitland, NSW, AU, 2320- Req ID: 65883- NSW Trustee and Guardian are recruiting now to establish a talent pool to fill future ongoing and temporary vacancies within the Estate Management division over the next 18 months.
- Clerk Grade: 3/4 Base salary $79,032 pa to $86,539 p.a. plus super and annual leave loading.

This is a unique opportunity to join NSW Trustee & Guardian in a frontline role to provide exceptional customer service, and make important, positive differences to our customers, their families, carers and important people in their lives.

**About Us**

At NSW Trustee & 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**

**About the teams**

The Estate Management division makes financial and legal decisions for people who are unable to on their own, or with support, when NSW Trustee & Guardian is appointed as their financial manager by a court or tribunal. The team also oversees people who are appointed to privately manage the finances of another person. The division delivers high quality financial management service using a customer-centred approach and is delivered by:

- **Customer Foundation **- The Customer Foundation Team is responsible for the high-quality onboarding of new customers where a financial management order has been made. The team works with the customer, and important people in their life, to ensure NSW Trustee & Guardian has a detailed understanding of the customer’s priorities, ongoing needs and financial situation, and makes financial decisions that support customers into the future.
- **Private Management** - The Private Management team provides oversight and support to privately appointed financial managers (private managers) who are responsible for managing the financial and legal affairs of someone who is not able to make decisions on their own. The role of the Private Management team includes oversight of major decisions a Private Manager is proposing to make, review of annual accounts as well as advice and support to financial managers.
- **Proactive Customer Management** - 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. Some of the teams provide face-to-face intensive financial management and other support services to some of NSW most vulnerable customers.

**About the roles**

As a Client Service Officer in Estate Management, you will be responsible for developing strategies and make substitute decisions to manage customer finances. Day-to-day, you will be responding to electronic communication, phone enquiries within a call centre environment and initiating, coordinating and prioritising actions in response to these requests. You will be communicating and engaging with customers to understand their financial needs and existing arrangements, build rapport and consult with the customer to understand their aspirations. You will complete third-party payments on behalf of our customers and work closely with other divisions and external stakeholders to achieve quality outcomes for our customers.

If you are successful in this recruitment, you may be assigned to any of the roles listed below or placed on a talent pool.

For more information, view the role descriptions below:
NSWTG Client Service Officer (CSC)

NSWTG Client Service Officer (Customer Foundation)

NSWTG Client Service Officer (Customer Independence & Support)

NSWTG Client Service Officer (Private Management Accounts)

NSWTG Client Service Officer (Proactive Customer Management)

NSWTG Client Service Officer (Private Management Support)

**About you**
- be an excellent communicator with the ability to work effectively with customers with a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system
- have 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 are a flexible and adaptable individual who is willing to rotate across all teams w

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