Client Service Officer

Division: Estate Management
- Location: Parramatta, NSW, AU, 2150
- Req ID: 75332

**Client Service Officer (Private Management Support) - Estate Management - NSW Trustee and Guardian**
- Ongoing full-time role available - 35 hours per week.
- Location: This role is based in Parramatta. Flexible and hybrid working options available.
- Clerk Grade: 3/4. Base salary $82,193 to $90,001 p.a. plus super and annual leave loading.

**About us**
At NSW Trustee and 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.

**Our commitment to diversity**

**About the team**
NSW Trustee and 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 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.

**About the role**
The Client Service Officer works to support and provide oversight to privately appointed financial Managers (Private Managers) to understand their legal authority and obligations. The role provides information and advice to Private Managers regarding their role, financial decision making and the record keeping and reporting in relation to the finances being managed. This also includes the review of proposed decision by a private manager, ensuring the decisions are made in the best interest of the person they support. The role independently manages a caseload and has a strong understanding of when to escalate a matter to the Senior Client Service Officer or the Principal Client Service Officer as appropriate.

As a Client Service Officer, you will:

- Establish record keeping on behalf of each privately managed customer ensuring all information is obtained and stored securely.
- Assist Private Managers in the development of an action plan for their customer to identify immediate, medium and long-term financial needs.
- Maintain customer data bases and provide regular reports that inform trends, system issues and areas for improved services to Private Managers and customers.
- Actively listen to the concerns and enquiries of Private Managers, customers and stakeholders and work to resolve issues across the different business streams.
- Work closely with staff from NSW Trustee and Guardian divisions to achieve quality outcomes focused on customer need, that align to NSW Trustee and Guardian’s Customer Excellence Principles.
- Escalate complex matters and substantial complaints to the Senior Client Service Officer or Principal Client Service Officer, as required.
- Exemplify high performance through role modelling NSWTG’s values and behaviours. Exemplify high performance through role modelling NSW Trustee and Guardian’s Customer Excellence Principles, values and behaviours.

For more information about the position, view the role description.

**About you**
- Has experience and is passionate about supporting people with disability, vulnerable and older people.
- Can proactively promote a positive work culture that drives for results.
- Is an excellent communicator with the ability to work effectively with customers in a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system.
- Loves to problem solve and adopts a solution focused approach to your work.
- Has strong collaboration skills that will allow you to build and develop working relationships and open channels of communications across all teams in the Estate Management Division, other NSW Trustee and Guardian divisions and external stakeholders.
- Highly motivated and self-driven to provide excellent customer service in a human service environment with also a strong commitment to supporting customers.
- Has the ability to successfully deliver results whilst managing multiple competing priorities for our customers.

Sound like you? We would love to hear from you

**Essential requirements**
- Understanding of NSW Trustee and Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or