Senior Client Service Officer (Proactive Customer Management)

Job Description

Select how often (in days) to receive an alert: Create Alert Senior Client Service Officer (Proactive Customer Management) Location: Parramatta, NSW, AU, 2150 Senior Client Service Officer (Proactive Customer Management) – Estate Management - NSW Trustee and Guardian Location: Parramatta. Flexible and hybrid working options available. Clerk Grade: 5/6. Base salary $97,027 pa to $107,059 p.a. plus super 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 NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person’s financial affairs if their decision-making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high quality financial management services to customers through our Foundation Team, Proactive Customer Management Team and Customer Independence and Support Team. 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. About the role We currently have 2 ongoing roles available. The Senior Client Service Officer delivers quality decision-making and support to customers that is consistent with NSW Trustee and Guardian’s Customer Excellence Principles. The role of a Senior Client Service Officer in Estate Management is to understand the represented person, what is important to them in life and, as far as required, 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 allow you 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 stakeholders 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. Have experience and passion for supporting people with disability, vulnerable or older people. It is highly desirable for candidates to have experience in the community services sector. Be a strong communicator and work effectively with customers from a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system. Possess strong collaboration skills that will allow you to build and develop working relationships and open channels of communication across all teams in the Estate Management Division, other NSW Trustee and Guardian divisions and external stakeholders. Be a flexible and adaptable individual 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! Tertiary qualifications and/or demonstrated equivalent industry or professional experience in a 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. 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 (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. How to apply To apply for this role: Complete the online application. Submit a resume (maximum five pages) Cover letter (maximum two pages) outlining your skills, experience and suitability. Please ensure to address the following targeted question in your cover letter: 1. Please describe a time you handled a difficult customer situation where you had to balance maintaining organisational expectations with providing excellent customer service? Please outline the actions you took, your communication and the outcome. Closing date Applications close 11:59pm, Monday 27 January 2025. For enquiries about the role, please contact Renae Mihajlovic, Principal Client Service Officer, Proactive Customer Management via email: 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 an adjustment in the recruitment process, please contact People and Culture via email at 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. #J-18808-Ljbffr