Client Service Officer (Proactive Customer Management)

Client Service Officer – Proactive Customer Management – NSW Trustee and Guardian

• 3x Ongoing opportunities. 35 hours per week.
• Location: Parramatta. Flexible and hybrid working options available.
• Clerk Grade: 3/4 Base Salary $79,032 pa to $86,539 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 

NSW Trustee & Guardian can be appointed by a court or tribunal to manage a person’s finances and legal 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 Proactive Customer Management Team is responsible for complex and critical estates and engages with financial management customers, and their support network, when making financial decisions on their behalf, including the development and review of financial strategies and budgets.

About the role
The role a Client Service Officer in Estate Management involves gaining a comprehensive understanding of the represented individual, identifying their key needs and priorities, and making financial decisions on their behalf. These decisions must align with the individual's best financial interests and reflect the choices they would have made if they were capable of making such decisions independently.

As a Client Service Officer, you will:

• communicate and engage with customers to understand their financial needs and aspirations to allow you to build and manage appropriate budgets.
• attend to customer matters that may include transactions for customers.
• build rapport and consult with the customers on an ongoing basis.
• manage individual customer caseloads and have a strong understanding of when to escalate a matter to the Senior Client Service Officer and/or the Principal Client Service Officer as appropriate.
• actively participate in a phone and/or customer facing duty roster and assist your colleagues to provide high-quality customer service.
• work with key stakeholder’s such as family members, service professionals and providers to negotiate appropriate options and positive outcomes for the managed person.

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

About you
We encourage you to consider an application if you demonstrate the following skills, knowledge and experience:

• experience in supporting individuals with disabilities, vulnerable populations, or older adults. Candidates with experience in the community services sector are highly desirable. 
• adept communicator who can work effectively with customers from a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system.  
• strong collaboration skills that will allow you to build and develop working relationships, as well as maintain effective channels of communications across all teams in the Estate Management Division, other NSW Trustee and Guardian divisions and external stakeholders.
• be self-motivated, with a positive, “can-do” attitude.

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

Essential requirements  

• Understanding of NSW Trustee and Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
• Willingness to be a part of a rotating phone roster shared on an equitable basis covering morning and afternoon shifts (between the hours of 9.00am to 5.00pm).
• Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, and to participate in one-to-one review sessions for calls and emails.

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.    In this role, you will be responsible for developing a budget for our customers. Using an example, please explain the steps that you undertook to forecast and develop a budget.
2.    Provide an example of a challenging or difficult customer service situation you have dealt with. Describe the situation, how you communicated with the customer and what was the outcome of the situation.

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

Closing date
Applications close 11:59pm, Sunday 1 December 2024.

For enquiries about the role, please contact Matt Stevens, Principal Client Service Officer, Estate Management on Mathew.Stevens@tag.nsw.gov.au. 

For enquiries about the recruitment process, please contact Antonio Caswell, Talent Advisor on Antonio.Caswell@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.