Client Service Officer

4 months ago

Parramatta, Australia NSW Department of Communities and Justice Full time

Division: Estate Management- Location: Parramatta, NSW, AU, 2150- Req ID: 61993- We are currently looking to fill three temporary full-time vacancies within our Customer Foundation and Proactive Customer Management teams across Estate Management
- We are also looking to establish a talent pool to fill future ongoing and temporary vacancies within Estate Management over the next 18 months
- Clerk Grade: 3/4. Base salary $75,992 to $83,211 p.a. plus superannuation 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.

Our **Estate Management** **Division** deliver highly empathetic, customer-centred financial management services to the community and to some of the most vulnerable people in NSW. We are going through an exciting time of growth and will be offering additional employment opportunities to ensure our customers are provided with responsive, timely and quality customer service. Opportunities are available across multiple teams within Estate Management.

**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.

**Estate Management - 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 good understanding of the customer’s financial situation, financial decisions that may need to be made and how they can be supported 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 estate and engages with our financial management customers and their families when making financial decisions on their behalf, including the development and review of financial strategies and budgets.
- Customer Specialist Centre - The Customer Specialist Centre is a branch of the Proactive Customer Management Team who provide face-to-face intensive financial management services including cash dispensing and providing a shopfront for social service activities to some of NSW most vulnerable customers.

**About the roles**

The Client Service Officer delivers quality decision-making and support to customers that is consistent with NSW Trustee & Guardian’s Customer Excellence Principles. As a Client Service Officer, you will contribute to team performance, a customer-centred culture, and a professional, efficient and effective working environment by delivering reliable and consistent service.

For more information, view the role descriptions and below:
Client Service Officer (Customer Foundation)

Client Service Officer (Customer Independence & Support)

Client Service Officer (Private Management Accounts)

Client Service Officer (Private Management Support)

Client Service Officer (Proactive Customer Management)
Client Service Officer (Customer Specialist Centre)

**Estate Management - About you**
- has experience and is passionate about supporting people with disability, vulnerable or older people
- 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 f

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