Senior Client Service Officer – Power of Attorney and Life Estate Administration team – NSW Trustee and Guardian
NSW Trustee and Guardian are recruiting for Senior Client Service Officer in Power of Attorney/Life Estate Administration team within Estate Planning and Administration division.
- Ongoing. 35 hours per week.
- Location: Parramatta. Flexible and hybrid working options available.
- Clerk Grade: 5/6. Base salary $97,027 p.a. to $107,059 p.a. 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 – Trust Administration
The Power of Attorney/Life Estates Administration team is responsible for delivering NSW Trustee and Guardian’s commercial services as attorney and trustee. The team administer assets in accordance with the functions and obligations under the relevant legislation and makes legal decisions within legal frameworks and NSW Trustee and Guardian’s prescribed delegations. The team delivers high quality service using a customer centred approach.
About the role
The Senior Client Service Officer role within the Power of Attorney/Life Estates Administration Team is responsible for the timely and accurate administration of allocated Power of Attorney and Life Estate matters where NSW Trustee and Guardian is the nominated Attorney or Trustee.
The role will directly manage allocated complex power of attorney and life estate matters and associated tasks and maintains regular, professional, and empathetic communication with internal stakeholders, external stakeholders and beneficiaries. The role currently manages approximately 90 matters.
The role involves (but is not limited to) the following responsibilities:
- Attending to transactional work regarding funds received, paying claims and preparing distributions of power of attorney and life estate assets to beneficiaries when they or their estates become entitled.
- Attend to annual reviews and vouching of all matters allocated.
- Investigating, securing and collection of assets.
- Investigating requests for funds and obtaining appropriate documentation.
- Writing to solicitors, banks, insurance agencies, financial institutions, and government or other agencies.
- Effective communication and excellent submission writing skills.
- Interpretation of Wills, Deeds and other legal documents and relevant legislation.
- Working closely with taxation, legal and professional services, property teams and subject matter experts to achieve quality outcomes focused on customer needs.
- Familiarity with Services Australia and Centrelink entitlements in relation to the residential aged care assessment process.
- Participation in NSW Civil and Administrative Tribunal hearings and preparation of reports.
- Building and maintaining relationships with beneficiaries and their representatives through regular communication and updates.
- Timely escalation of high risk or complex matters requiring team leader support, advice or delegation to ensure a multi-disciplinary approach is taken.
- Attending to more complex tasks and matters independently, and with minimal supervision.
- Provide training and mentoring to Client Service Officers as required.
- Reporting on key project initiatives on a regular basis to the team leader.
For more information about the position, view the role description.
About you
The ideal candidate has:
- Strong organisational and effective time management skills, financial acumen, initiative and problem-solving skills, coupled with a demonstrated ability to prioritise normal and urgent work and meet deadlines at any given time.
- Strong writing skills and ability to prepare detailed submissions or briefings requiring approval from a delegated officer or manager.
- Strong technological skills and experience using Microsoft office suite and ability to quickly operate and learn different software systems.
- Understanding of, or willingness to acquire knowledge of the specific procedures, practices and administration of power of attorney and life estate 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 and develop working relationships and open channels of communication between team colleagues, across all teams in the Estate Planning and Administration division, other NSW Trustee and Guardian divisions and external stakeholders.
- Be a flexible and adaptable individual who is willing to collaborate across all teams within Estate Planning and Administration division and other NSW Trustee and Guardian teams to ensure optimum service is delivered to customers.
- An ability to actively coach, train, and mentor Client Service Officers
- An ability to manage and handle complex matters, including any escalated or complaint matters independently and understanding when to escalate to team leader as required.
- Familiarity with or willingness to acquire knowledge of NSW Trustee and Guardian’s complaints policy and procedures to provide timely responses and requests for information.
- A passion for the role, and evidence of or willingness to become a Subject Matter Expert (SME) in power of attorney and life estate matters to promote career development.
Sound like you? We would love to hear from you!
Essential requirements
- Ability to work at our Parramatta office.
- Available to work between the hours of 9:00am and 5:00pm.
- Understanding of NSW government and NSW Trustee and Guardian’s key services and client base.
- All roles in NSW Trustee and Guardian require a willingness to have phone calls and team emails monitored for quality assurance and training purposes and to participate in one-to-one review sessions.
What we offer
- NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose.
- Other benefits of joining us include:
- Opportunity for hybrid role, with the ability to work from home up to 2 days per week (subject to business requirements).
- Ongoing professional development with regular structured training and development programs.
- Mentorship and coaching by team leaders.
- Competitive remuneration with the opportunity to progress for the right candidates.
- 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):
- Please provide an example of a time where you displayed empathy towards and built rapport with a customer to ensure they understood processes and outcomes, what was the situation? What did you do? What was the outcome?
- Provide an example of a 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, Monday 27 January 2025.
For enquiries about the role, please contact Tina Xenos, Principal Client Service Officer, Estate Planning and Administration Division on Tina.Xenos@tag.nsw.gov.au.
For enquiries about the recruitment process, please contact Shelli Allen, Talent Advisor on Shelli.Allen@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 adjustment in the process, please email 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.
