Description:
Client Service Officer (Deceased Estates) – Estate Planning and Administration – NSW Trustee and Guardian
Ongoing. 35 hours per week.
Location: Parramatta.
Clerk Grade: 3/4 Base salary $82,193 pa to $90,001 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
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 make 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
About the role - Deceased Estate Administration
The 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 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.
For more information about the position, view the role description.
This role is based at our Parramatta Justice Precinct Office with a requirement to work full time in the office for a period of up to three (3) months with hybrid working arrangements to be negotiated thereafter. Hybrid arrangements include three (3) days in the office and up to two (2) days work-from-home per week.
About you
Application is encouraged if you demonstrate the following skills, knowledge and experience:
- Strong financial acumen, initiative and problem-solving skills, coupled with a demonstrated ability to prioritise work and meet deadlines.
- Understanding of, or willingness to acquire knowledge of the procedures and practices specific to administration of Estates, Trusts and Powers of Attorney
- Understanding of, or willingness to acquire knowledge of the personal trustee industry in the administration of Estates, Trusts and Powers of Attorney 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 & develop working relationships and open channels of communications across all teams in the Estate Planning & Administration division, other NSW Trustee & Guardian divisions and external stakeholders
- An ability to be a flexible and adaptable individual who is willing to rotate across all teams within Estate Planning and Administration division to ensure optimum service is delivered to customers.
Sound like you? We would love to hear from you!
Essential requirements
- Willingness to be a part of a rotating phone roster shared on an equitable basis covering morning and afternoon shifts (between the hours of 9.00am to 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.
- Understand the Department’s Flexible Working Hours Agreement and to work within the required bandwidth.
What we offer
NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:
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):
- Explain what strategy you would employ to manage a workload of between 40-70 deceased estate matters. Consider that each matter is at a different stage of administration and beneficiaries need to be regularly kept informed regarding progress.
- 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, Sunday 9 March 2025.
For enquiries about the role, please contact
Ayinaddis Beyene, Principal Client Service Officer, Estate Planning and Administration via email: ayinaddis.beyene@tag.nsw.gov.au.
For enquiries about the recruitment process, please contact Shelli Allen, Talent Advisor via email: 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 an adjustment in the recruitment process, please contact People and Culture via email at 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.