Client Service Officers

6 months ago

Parramatta, Australia NSW Trustee and Guardian Full time

About the role
- NSW Trustee and Guardian are recruiting now to establish a talent pool to fill future ongoing and temporary vacancies within Estate Planning and Administration Divisions over the next 18 months.
- Location: Parramatta, Newcastle and Broken Hill.
- Clerk Grade: 3/4. Base salary $79,032 to $86,539 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 the team

The Estate Planning and Administration division is responsible for delivering NSW Trustee and 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 makes 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 role

The Client Service Officer is part of the Estate Administration team collectively responsible for delivering high quality, consistent and timely administration of Deceased Estates.

The role directly administers between 40-70 Deceased Estates at various stages of the administration process and maintains regular, professional, and empathetic communication with internal stakeholders, external stakeholders and beneficiaries. The role involves (but is not limited to) the following responsibilities:

- Interpretation of Wills and other legal documents.
- Writing to banks, insurance agencies, financial institutions, and other government agencies.
- Paying claims and preparing distributions of estate assets to beneficiaries.
- Building and maintaining relationships with beneficiaries through regular communication and updates.

For more information, view the role description here.

Ongoing professional development, with regular structured training and development programs, mentorship and coaching by team leaders will contribute to your success in the role.

About you
- Strong financial acumen, initiative and problem-solving skills, coupled with a demonstrated ability to prioritise work and meet deadlines.
- An understanding of, or willingness to acquire knowledge of the procedures and practices specific to administration of Estates, Trusts and Powers of Attorney
- An understanding of, or willingness to acquire knowledge of the personal trustee industry in the administration of Estates, Trusts and Powers of Attorney matters
- An understanding of, or willingness to acquire understanding of relevant legislation including NSW Trustee and Guardian Act, Succession Act, Probate and Administration Act and Trustee Act or evidence of having worked in a highly regulated environment.
- Excellent interpersonal, customer service, communication and collaboration skills that will allow you to build & develop strong working relationships and open channels of communications across all teams in the Estate Planning & Administration division, other NSWTG divisions and external stakeholders
- An ability to be a flexible and adaptable individual who is willing to rotate across all teams within Estate Planning & Administration to ensure optimum service is delivered to customers.

Sound like you? We would love to hear from you

Essential requirements
- Ability to work at either our Parramatta, Newcastle or Broken Hill offices.
- Available to work between the hours of 9:00am and 5:00pm.

What we offer

NSW Trustee & 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

Be part of something bigger. For more information about joining us, visit the Careers page on our website.
- 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):

- Explain what strategy you would employ to manage a workload of between 40-70 deceased estate matters. Consider that each matter is at a different stage of administration and beneficiaries need to be regularly kept informed regarding progress.
- Provide an example of a difficult customer service situation you have dealt with. Describe the situation,

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