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Senior Customer Service Specialist
2 weeks ago
Job Description
">This is a unique opportunity to join our organization 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.
">This opportunity is part of our Trust Project team within the Administration teams. As part of the Trust Project team, you will be working on an exciting project for targeted matters, aimed at progressing and improving overall efficiency within the Administration teams.
">About Us
">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.
">About The Team - Administration
">The Administration team is responsible for delivering our commercial services as trustee. The team administers assets in accordance with the functions and obligations under the relevant legislation and makes legal decisions within legal frameworks and our prescribed delegations.
">About The Role
">The Senior Client Service Officer role within the Trust Project Team is responsible for the timely and accurate administration of allocated Trust (including from long-term estate) matters where we are the nominated Trustee.
">Key Responsibilities
">- ">
- Attending to transactional work regarding funds received, paying claims and preparing distributions of trust assets to beneficiaries when Trusts vest or beneficiaries become entitled to draw on funds.">
- Investigating requests for funds and obtaining appropriate documentation.">
- Writing to solicitors, banks, insurance agencies, financial institutions, and other government agencies.">
- Effective communication and excellent submission writing skills.">
- Interpretation of Wills, Deeds and other legal documents and relevant legislation.">
- Working closely with taxation, legal and professional services, property teams and subject matter experts to achieve quality outcomes focused on customer needs.">
- Building and maintaining relationships with beneficiaries and their parents/guardians through regular communication and updates.">
- Timely escalation of matters requiring team leader support, advice or delegation.">
- Attending to more complex tasks and matters independently, and with minimal supervision. Provide training and mentoring to Client Service Officers as required.">
- Reporting on key project initiatives on a regular basis to the team leader.">
Required Skills and Qualifications
">The ideal candidate has strong organisational and effective time management skills, financial acumen, initiative and problem-solving skills, coupled with a demonstrated ability to prioritise normal and urgent work and meet deadlines at any given time.
">The ideal candidate also has strong writing skills and ability to prepare detailed submissions or briefings requiring approval from a delegated officer or manager.
">Benefits
">Our organisation offers interesting, challenging and rewarding work that has real purpose.
">Other benefits include:
">- ">
- Opportunity for hybrid role, with the ability to work from home up to 2 days per week (subject to business requirements) after 3 months of employment.">
- Ongoing professional development with regular structured training and development programs.">
- Mentorship and coaching by team leaders.">
- Competitive remuneration with the opportunity to progress for the right candidates.">
- 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
">Complete the online application form and submit a resume and brief cover letter outlining your skills, experience and suitability.
">Answer the following targeted questions:
">- ">
- Tell us about a time when you mentored or coached a junior team member in a customer service environment? What approach did you take to support their development, and what was the outcome?">
- Tell us about a particularly difficult customer interaction you managed. How did you de-escalate the situation, and what strategies did you use to ensure a positive resolution while maintaining professional boundaries?">
