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 Administration division over the next 18 months.
• Location: Parramatta, Newcastle and Broken Hill.
• Clerk Grade: 5/6. Base salary $93,295 pa to $102,941 pa plus super and annual leave loading.

About the team

The Estate Planning & Administration division is responsible for delivering NSW Trustee & 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  

We currently have talent pool opportunities across our Estate, Trust, and Power of Attorney Administration teams. 

About the role

The Senior 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 complex 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.
• Writing submissions and making decisions on complex matters within the delegation of the Senior Client Service Officer.

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

This role has the option, after three (3) months of employment for a hybrid working arrangement, working from home up to two (2) days per week, subject to business requirements. 

Ongoing professional development, with regular structured training and development programs, mentorship and coaching by team leaders will contribute to your success in the role. 

About you

Our ideal candidate has:

• Strong financial acumen, initiative and problem-solving skills, coupled with a demonstrated ability to prioritise work and meet deadlines.
• An understanding of, or willingness to acquire knowledge of the procedures and practices specific to administration of Estates, Trusts and Powers of Attorney
• An understanding of, or willingness to acquire knowledge of the personal trustee industry in the administration of Estates, Trusts and Powers of Attorney matters
• An 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 strong working relationships and open channels of communications across all teams in the Estate Planning & Administration division, other NSWTG divisions and external stakeholders
• An ability to be a flexible and adaptable individual who is willing to rotate across all teams within Estate Planning & Administration to ensure optimum service is delivered to customers. 

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

Essential requirements  

• Ability to work at either our Parramatta, Newcastle or Broken Hill offices.
• Available to work between the hours of 9:00am and 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 & 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.