Client Service Officer

• Temporary, full-time vacancy up to June 2026 with a possibility of extension. 35 hours per week.
• Location: Parramatta. Hybrid working options available after 3 months subject to business requirements.
• Clerk Grade: 3/4. $84,659 to $92,701 per annum, plus superannuation, plus leave loading..

About the team

The Estate Planning and Administration division is responsible for delivering NSW Trustee and 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 makes 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 Client Service Officer is part of the Estate Administration team collectively responsible for delivering high quality, consistent and timely administration of Deceased Estates. 

The role directly administers between 40-70 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: 

• Interpretation of 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.

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

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.

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.  
• 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 
• 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. 

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

Essential requirements  

• 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.
• Understand the Department’s Flexible Working Hours Agreement and to work within the required bandwidth.

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 (variable start/finish times)
• 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.