Senior Client Service Officer

Division: Estate Planning and Admin

Location:
Parramatta, NSW, AU, 2150

Req ID: 78043

Senior Client Service Officer – Estate Planning and Administration – NSW Trustee and Guardian

• Ongoing. 35 hours per week.

• Location: Parramatta. Flexible and hybrid working options available.

• Clerk Grade: 5/6. Base salary $99,938 to $110,271 per annum, plus superannuation, plus 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

Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.

About the team

The Estate Planning & Administration division is responsible for delivering NSW Trustee & Guardian's commercial services in Will making, as trustee, attorney, and as administrator/executor of deceased estates. The teams administer assets in accordance with the functions and obligations under the relevant legislation and make legal decisions within legal frameworks and NSWTG's prescribed delegations.

The division delivers high quality service using a customer-centred approach and is delivered by:

• Estate Administration

• Trust and Powers of Attorney Administration

• Intestate, Life Estates and Crime Confiscation/Civil Forfeiture administration

• Wills and Estate Planning

About the role

The Senior Client Service Officer is part of the Estate Administration team collectively responsible for delivering high quality, consistent and timely administration of complex Deceased Estates. The role directly administers between 30-60 complex Deceased Estates at various stages of the administration process and maintains regular, professional and empathetic communication with internal stakeholders, external stakeholders and beneficiaries. The role involves (but is not limited to) the following responsibilities:

The day-to-day responsibilities include:

• Interpretation of complex Wills and other legal documents.

• Collating and submitting applications to the courts.

• Writing to banks, insurance agencies, financial institutions, and other government agencies.

• Paying claims and preparing distributions of estate assets to beneficiaries.

• Building and maintaining relationships with beneficiaries through regular communication and updates.

• Working closely with taxation, legal and professional services, property teams and subject matter experts to achieve quality outcomes focused on customer needs.

In addition to the key capabilities, the Senior Client Service Officer will ideally possess strong financial acumen, initiative, and problem-solving skills, demonstrated ability to plan and prioritise work and meet deadlines, and have excellent interpersonal, customer service and communication skills.

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

About you

Application is encouraged if you demonstrate the following skills, knowledge and experience:

• Sound understanding of the procedures and practices specific to administration of Estates, Trusts and Powers of Attorney.

• Good knowledge of the personal trustee industry and practical experience in the administration of Estates, Trusts and Powers of Attorney matters.

• Sound knowledge of relevant legislation including NSW Trustee and Guardian Act, Succession Act, Probate and Administration Act and Trustee Act.

• Have strong collaboration skills that will allow you to build and develop working relationships and open channels of communications across all teams in the Estate Planning and Administration division, other NSW Trustee and Guardian divisions and external stakeholders.

• Flexibility and be an adaptable individual who is willing to rotate across all teams within Estate Planning and Administration to ensure optimum service is delivered to customers.

Sound like you? We would love to hear from you

This role is based at our Parramatta Justice Precinct Office with a requirement to work full time in the office for a period of up to three (3) months with hybrid working arrangements to be negotiated thereafter. Hybrid arrangements include three (3) days in the office and up to two (2) days work-from-home per week.

What we offer

NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

• Opportunity for a hybrid role, with the ability to work remotely up to 2 days per week.

• Work life balance with flexible working hours, subject to negotiation.

• 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.

Be part of something bigger. For more information about joining us, visit the Careers page on our website.

How to apply

To apply for this role:

• Complete the online application.

• Submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability.

• Respond to the following questions:

• Can you provide an example of a time when you had to deliver results while ensuring a high level of customer service? Describe the situation, the actions you took to achieve the desired results, and how you maintained your commitment to customer service throughout the process. What was the outcome?

• Describe a difficult customer interaction which may have challenged your organisation's core values, or your own work values. How did you communicate with the customer and maintain professionalism, and what was the outcome?

Read: writing your job application for tips with the application process.

Closing date

Applications close at 11:59pm, Friday 3rd October.

For enquiries about the role, please contact Shaun Strazdinis, Manager Service Centre 1, via email,

For enquiries about the recruitment process, please contact Amy Cross, Talent Advisor via email,

Please do not send your applications directly via email, LinkedIn or SEEK. Only applications submitted via the online portal will be accepted.

Please note:

• If you need an adjustment in the recruitment process, please contact People and Culture via email at

• Offers of employment will be subject to reference checks and relevant clearances.

• A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.

Thank you for your interest in this role. We look forward to receiving your application.