Job Title

Client Service Officer Client Establishment NSW Trustee and Guardian 2 x ongoing fulltime vacancy. 35 hours per week. Location: These roles are based in Parramatta. There is a mandatory requirement to work full time in our Parramatta office for a period of three (3) months with hybrid working arrangements to be negotiated thereafter. Hybrid arrangements include three (3) days in the Parramatta office and up to two (2) days working from home per week. Clerk Grade: Level 3/4. Base salary $84,659 p.a. to $92,701 p.a. plus 12% superannuation and annual leave loading. About Us At NSW Trustee and Guardian our purpose is to support the rights, welfare, and interests of the people of NSW. The agency supports the NSW Trustee, the Public Guardian and the Commissioner of Dormant Funds to carry out their statutory functions. We do this by providing a range of customercentred services, including willmaking, trustee, financial management and guardianship services, including some for the states most vulnerable people. We support over 50,000 customers annually and manage almost seven billion dollars in customer assets. A NSW government agency within the Communities and Justice Portfolio, our services help support and protect people at critical moments in their lives. 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 LGBTQIA+ community and people from culturally diverse backgrounds. About the Team The Estate Planning and Administration division is responsible for delivering NSW Trustee and Guardians 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 NSWTGs prescribed delegations. 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 Client Service Officer role within the Client Establishment team is part of the frontline team handling a wide variety of enquiries from customers, stakeholders and members of the public for all new estate, trust and power of attorney (POA) matters. This is a fastpaced role where the Customer Service Officer is required to manage a large volume of inbound correspondence, make appropriate investigations and work on a large cohort of matters at various stages of the establishment process at any one time. In This Role, You Will Answer enquiries over the phone, via email, mail and facetoface relating to the establishment of estates, trusts, and POA matters. Provide general advice to members of the public and other stakeholders about NSWTG processes and requirements. Process applications, undertake investigations, coordinate the request for documentation and data entry into NSWTG systems. Attend to transactional and minor accounting work. Interpret Wills and other legal documents and relevant legislation. Escalate complex matters and substantial complaints to the Senior Client Service Officer or Principal Client Service Officer, as required. Work closely with team members and staff from NSWTG Branches, Legal and Professional Service teams and Estate Management to achieve quality outcomes focused on customer need. About You Strong financial acumen, initiative and problemsolving skills, coupled with a demonstrated ability to prioritise work and meet deadlines. Understanding of, or willingness to acquire knowledge of the procedures and practices specific to administration of Estates, Trusts and Powers of Attorney. Understanding of, or willingness to acquire knowledge of the personal trustee industry in the administration of Estates, Trusts and Powers of Attorney matters. Understanding of, or willingness to acquire understanding of relevant legislation including the NSW Trustee and Guardian Act, Succession Act, Probate and Administration Act and Trustee Act or evidence of having worked in a highly regulated environment. Excellent interpersonal, customer service, communication and collaboration skills that will allow you to build and develop working relationships and open channels of communication across all teams in the Estate Planning and Administration division, other NSW Trustee and Guardian divisions and external stakeholders. An ability to be a flexible and adaptable individual who is willing to rotate across all teams within Estate Planning and Administration division to ensure optimum service is delivered to customers. Essential Requirements Willingness to be part of a rotating phone roster shared on an equitable basis covering morning and afternoon shifts (between the hours of 9:00 am to 5:00 pm). Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, and to participate in onetoone review sessions for calls and emails. Understanding of the Departments Flexible Working Hours Agreement and ability to work within the required bandwidth. What We Offer Worklife balance with flexible work options (variable start/finish times, job sharing) Various leave options (recreation, parental, and flex leave of up to 24 days per year) Career development including study leave and acting opportunities Access to Fitness Passport, employee assistance program, and annual flu vaccinations #J-18808-Ljbffr