Client Service Officers – Estate Management

• NSW Trustee and Guardian are recruiting now to establish a talent pool to fill future ongoing and temporary vacancies within the Estate Management division over the next 18 months.
• Location: Regional, Rural and Metro NSW. Flexible working options available and subject to negotiation.
• Clerk Grade: 3/4 Base salary $79,032 pa to $86,539 p.a. plus super and annual leave loading. 

This is a unique opportunity to join NSW Trustee & Guardian in a frontline role to provide exceptional customer service, and make important, positive differences to our customers, their families, carers and important people in their lives.  

About the teams

The Estate Management division makes financial and legal decisions for people who are unable to on their own, or with support, when NSW Trustee & Guardian is appointed as their financial manager by a court or tribunal. The team also oversees people who are appointed to privately manage the finances of another person. The division delivers high quality financial management service using a customer-centred approach and is delivered by: 

• Customer Foundation – The Customer Foundation Team is responsible for the high-quality onboarding of new customers where a financial management order has been made. The team works with the customer, and important people in their life, to ensure NSW Trustee & Guardian has a detailed understanding of the customer’s priorities, ongoing needs and financial situation, and makes financial decisions that support customers into the future.
• Customer Independence & Support – The Customer Independence and Support Team works closely with customers in developing strategies to increase their capability to manage their finances and regain financial independence. The Customer Independence and Support team also finalises matters where a customer is no longer subject to a Financial Management Order or is deceased.
• Private Management – The Private Management team provides oversight and support to privately appointed financial managers (private managers) who are responsible for managing the financial and legal affairs of someone who is not able to make decisions on their own. The role of the Private Management team includes oversight of major decisions a Private Manager is proposing to make, review of annual accounts as well as advice and support to financial managers.
• Proactive Customer Management – 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. Some of the teams provide face-to-face intensive financial management and other support services to some of NSW most vulnerable customers. 

About the roles

As a Client Service Officer in Estate Management, you will be responsible for developing strategies and make substitute decisions to manage customer finances. Day-to-day, you will be responding to electronic communication, phone enquiries within a call centre environment and initiating, coordinating and prioritising actions in response to these requests. You will be communicating and engaging with customers to understand their financial needs and existing arrangements, build rapport and consult with the customer to understand their aspirations. You will complete third-party payments on behalf of our customers and work closely with other divisions and external stakeholders to achieve quality outcomes for our customers. 

If you are successful in this recruitment, you may be assigned to any of the roles listed below or placed on a talent pool. 

For more information, view the role descriptions below: 

NSWTG Client Service Officer (CSC)

NSWTG Client Service Officer (Customer Foundation)

NSWTG Client Service Officer (Customer Independence & Support)

NSWTG Client Service Officer (Private Management Accounts)

NSWTG Client Service Officer (Proactive Customer Management)

NSWTG Client Service Officer (Private Management Support) 

About you 

The ideal candidate:

• has experience and is passionate about supporting people with disability, vulnerable or older people. It is highly desirable for candidates to have experience in the community services sector.
• be an excellent communicator with the ability to work effectively with customers with a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system
• have strong collaboration skills that will allow you to build & develop working relationships and open channels of communications across all teams in the Estate Management Division, other NSW Trustee & Guardian divisions and external stakeholders are a flexible and adaptable individual who is willing to rotate across all teams within Estate Management to ensure optimum service is delivered to customers. 

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

Essential requirements   

• Understanding of NSW Trustee & Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
• Tertiary qualifications and/or demonstrated equivalent industry or professional experience in relevant area.
• 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 & 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 about joining us, visit the Careers page on our website.