Client Service Officer

2 months ago


Newcastle, Australia APG Workforce Full time

Government Contract - possible extension
- Newcastle location
- $41.59 per hour + Super

APG is currently seeking an experienced Client Service Officer for a 3-Month contract within a Newcastle Government Sector.
- Role: Client Service Officer
- Pay rate: $41.59 plus super
- Duration: 22/05/2023 - 09/08/2023
- Location: Newcastle - 5 days in the office.

The Client Service Officer is responsible for managing a customer caseload to deliver financial management services to customers and make decisions on their behalf.

**As a Client Service Officer, you will**:

- Develop strategies and make substitute decisions to manage customer finances including medium to long term planning.
- Communicate and engage with customers to understand their financial needs and existing arrangements, build rapport and consult with the customer to understand aspirations.
- Actively listen to the concerns and enquiries of customers and stakeholders and work to resolve issues
- Deliver high quality, respectful, consistent, empathetic and timely services to customers that are in line with NSW Trustee & Guardian’s Customer Excellence Principles.
- Work closely with staff from Estate Planning & Administration and Public Guardian divisions to achieve quality outcomes focused on customer need. Ensure a coordinated approach to customer matters by working closely with team members.
- Access the required systems and processes to support the management of customer matters and actively suggest improvements
- Escalate complex matters and substantial complaints to the Senior Client Service Officer or Principal Client Service Officer, as required. Discuss progress with Senior Client Service Officer and complete ongoing decisions, budgets and administration.
- Exemplify high performance through Exemplify high performance through role modelling



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