Client Services Officer

Division: Estate Management
- Location: Parramatta, NSW, AU, 2150
- Req ID: 75327

**Client Service Officer (Customer Foundation) - 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 Customer Foundation Team is responsible for the high-quality onboarding of new customers where a financial management order has been made. The team works with the customer and important people in their life to ensure NSW Trustee and Guardian has a good understanding of the customer’s financial situation, financial decisions that may need to be made and how they can be supported into the future. also oversees people who are appointed to privately manage the finances of another person.

**About the role**
The Client Service Officer acts as initial point of contact for new customers and is responsible for the onboarding of matters. The Client Service Officer initiates the record keeping activity and engages with customers to understand their situation, financial needs, the supports or important payments in place and provide clarification regarding the delivery of service, associated timeframes and service expectation. This role will independently deal with customer matters that may include transactions for the customer, manage individual customer caseloads and have a strong understanding of when to escalate a matter to the Senior Client Service Officers or the Principal Client Service Officer as appropriate.

As a Client Service Officer, you will:

- Manage a customer caseload and develop customer action plans to determine the immediate and ongoing customer needs, review strategies and assess customer capability for independent financial management.
- Communicate with customers, service providers, family members and carers to both obtain and provide information to ensure a complete understanding of the customer’s story. Identify any immediate financial decisions that need to be made for customers.
- Deliver high quality, respectful, consistent, empathetic and timely services to customers that are in line with NSW Trustee and Guardian’s Customer Excellence Principles.
- Actively listen to the concerns and enquiries of customers and stakeholders and work to resolve issues across the different business streams.
- Ensure a coordinated approach to customer matters by working closely with team members across NSW Trustee and Guardian Divisions.
- 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.
- Exemplify high performance through role modelling NSW Trustee and Guardian’s Customer Excellence Principles, values and behaviors.

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