Senior Client Service Officer – Talent Pool

• 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 will be considered.
• Clerk Grade: 5/6. Base salary $93,295 pa to $102,941 pa plus super and annual leave loading.

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 good understanding of the customer’s financial situation, financial decisions that may need to be made and how they can be supported 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 our financial management customers and their families 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 customer

About the role

The role of a Senior Client Service Officer in Estate Management is to focus on understanding the represented person, what is important to them in life and, as far as possible, make financial  decisions, in the customer’s best interests, that they would have made if they had decision-making ability.

As a Senior Client Service Officer, you will:

• communicate and engage with customers to understand their financial needs and aspirations, to build and manage appropriate budgets.
• build rapport and consult with the customers on an ongoing basis
• manage a complex case load involving making financial decisions on customer’s asset portfolios.
• actively participate in a phone roster and assist 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 person.
• inspire our Client Service Officers by guiding them how to provide a customer-centric service that delivers insightful, personalised, and efficient financial management services.

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 description and below:

Senior Client Service Officer (Customer Foundation)

Senior Client Service Officer (Customer Independence & Support)

Senior Client Service Officer (Customer Specialist Centre)

Senior Client Service Officer (Private Management Accounts)

Senior Client Service Officer (Private Management Support)

Senior Client Service Officer (Proactive Customer Management)

About you

Our 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.
• is 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
• Has 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
• is 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  

• Tertiary qualifications and/or demonstrated equivalent industry or professional experience in relevant area.
• Understanding of NSW Trustee & Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
• 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 including flex leave
• Leave options including 14 weeks’ parental or adoption leave
• Career development including access to study leave
• Fitness Passport

 Be part of something bigger. For more about joining us, visit the Careers page.