Client Service Officer, Power of Attorney and Life Estate Administration

• Ongoing. 35 hours per week.
• Location: Parramatta. Flexible and hybrid working options available. 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.
• Clerk Grade: 3/4. Base salary $82,193 p.a. to $90,001 p.a. plus superannuation 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

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 Power of Attorney/Life Estates Administration team is responsible for delivering NSW Trustee and Guardian’s commercial services as attorney and trustee. The team administer assets in accordance with the functions and obligations under the relevant legislation and makes legal decisions within legal frameworks and NSW Trustee and Guardian’s prescribed delegations. The team delivers high quality service using a customer centred approach.

About the role

This role offers a unique chance to manage complex Power of Attorney and Life Estate matters, ensuring timely and accurate administration. You'll be responsible for approximately 90 matters, maintaining professional and empathetic communication with both internal and external stakeholders, as well as beneficiaries.

Day to day, your responsibilities include:

• Confirm customers financial assets and liabilities with external providers.
• Handle transactional work, including funds received, paying claims, and preparing distributions of assets to beneficiaries.
• Conduct annual reviews and vouching of all allocated matters.

• Investigate, secure, and collect assets.
• Manage requests for funds and obtain appropriate documentation.
• Communicate effectively with solicitors, banks, insurance agencies, financial institutions, and government or other agencies.
• Interpret Wills, Deeds, and other legal documents, as well as relevant legislation.
• Collaborate closely with taxation, legal and professional services, property teams, and subject matter experts to achieve quality outcomes focused on customer needs.
• Participate in NSW Civil and Administrative Tribunal hearings and prepare reports.
• Build and maintain relationships with Power of Attorney customers, beneficiaries and their families and representatives through regular communication and updates.
• Report on key project initiatives regularly to the team leader.

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

About you

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

• Strong financial acumen, initiative and problem-solving 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 NSW Trustee and Guardian Act, Succession Act, Probate and Administration Act and Trustee Act or evidence of having worked in a highly regulated environment.  
• Familiarity with Services Australia and Centrelink Entitlements in relation to the residential aged care assessment process is highly desirable.
• Excellent interpersonal, customer service, communication and collaboration skills that will allow you to build & develop working relationships and open channels of communications across all teams in the Estate Planning & Administration division, other NSW Trustee & Guardian divisions and external stakeholders 
• Strong submission writing skills.
• 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. 
• A passion for the role, and evidence of or willingness to become a Subject Matter Expert (SME) in power of attorney and life estate matters to promote career development.

Sound like you? We would love to hear from you!

Essential requirements  

• Ability to work at our Parramatta office.
• Available to work between the hours of 9:00am and 5:00pm.
• Understanding of NSW government and NSW Trustee and Guardian’s key services and client base.
• All roles in NSW Trustee and Guardian require a willingness to have phone calls and team emails monitored for quality assurance and training purposes and to participate in one-to-one review sessions.

What we offer

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

• work-life balance with flexible work options (working from different work locations, 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 and employee assistance program, and annual flu vaccinations

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
• answer the following targeted questions (maximum two pages):

1. Describe a time in your professional career when you had to handle a matter involving multiple stakeholders? How did you ensure clear and empathetic communication with all parties involved, and what steps did you take to resolve the situation effectively?
2. Can you describe your experience with handling financial transactions, such as receiving funds, paying claims or invoices, or preparing distributions of assets? How do you ensure accuracy and compliance in these processes?
    

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

Closing date

Applications close 11:59pm, Sunday 27th April 2025.

For enquiries about the role, please contact Tina Xenos, Principal Client Service Officer via email tina.xenos@tag.nsw.gov.au

For enquiries about the recruitment process, please contact Shelli Allen, Talent Advisor on Shelli.Allen@tag.nsw.gov.au.

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 peopleandculture@tag.nsw.gov.au
• 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.