Client Service Officer

4 days ago

Parramatta, Australia Talent International Full time

australia parramatta contract au$27.20 - au$41.59 per hour**Talent International** is currently recruiting for a **Client Service Officer **to work for an** NSW Government client **based in **Parramatta(Office-based)**. This is contract role **2-months contract with the view to be extended.** The role is paying **$27.20 - $41.59 per hour plus super (depending on experience).**

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7 hours per day, 35 hours per week

**Primary purpose of the role**

Responsible for delivering high quality customer services that are reliable, timely and are consistent with client’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)**

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.

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**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 client’s services.
- Deliver high quality, respectful, consistent, empathetic and timely services to customers that are in line with the client’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 client’s Customer Excellence Principles, values and behaviours.

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