Client Service Officer

**Salary**:
$40-$45 per hour

**Location**:
NSW - Regional, NSW - Sydney

**Ref**:
ClientSrvcOffcr

**Description**:
Our Client based in the Newcastle is seeking an experienced and motivated Client Service Officer to join their team.
Pay Rate: $41.59 per hour
Duration: ASAP - 29/03/24
Location: Newcastle NSW

NSW Trustee & Guardian protects, promotes and supports the rights, dignity, choices and wishes of the people of NSW. The agency supports the Chief Executive Officer and the Public Guardian to provide customer-centred services to the people of NSW, including some of the state’s most vulnerable. We do this by providing a range of multidisciplinary services including Will-making, estate planning, executorship, trustee, financial management and guardianship services.
We write more than 13,000 estate planning documents each year, support over 47,000 customers annually and manage over six billion dollars in customer assets. A NSW government agency within the Stronger Communities Cluster, our services help support and protect people at critical moments in their lives.
Division overview
NSW Trustee & Guardian can be appointed by a court or tribunal to manage a person’s financial affairs if their decision-making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high quality financial management services to customers through our Foundation Team, Proactive Customer Management Team and Customer Independence and Support Team.
The Proactive Customer Management Team is responsible for complex and critical estates, 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.
Primary purpose of the role
Responsible for delivering high quality customer services that are reliable, timely and are consistent with NSW Trustee & Guardian’s Customer Excellence Principles. The Client Service Officer is responsible for managing a customer caseload to deliver financial management services to customers and make decisions on their behalf.
Role Description Client Service Officer (Proactive Customer Management) 2 The Client Service Officer will have a clear understanding of when to escalate a matter to the Senior Client Service Officer or the Principal Client Service Officer as appropriate.
Key accountabilities
- 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 across NSW Trustee & Guardian’s services.
- 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 role modelling NSW Trustee & Guardian’s Customer Excellence Principles, values and behaviours.