Description:
About the role
- 1x Ongoing opportunity. 35 hours per week.
- Location: This role is based in Newcastle. Flexible and hybrid working options available.
- Clerk Grade: 3/4 Base salary $82,193 pa to $90,001 p.a. plus super and annual leave loading.
About the team
NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person’s finances and legal 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 financial management customers, and their support network, when making financial decisions on their behalf, including the development and review of financial strategies and budgets.
About the role
The role a Client Service Officer in Estate Management involves gaining a comprehensive understanding of the represented individual, identifying their key needs and priorities, and making financial decisions on their behalf. These decisions must align with the individual’s best financial interests and reflect the choices they would have made if they were capable of making such decisions independently.
As a 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.
- Attend to customer matters that may include transactions for customers.
- Build rapport and consult with the customers on an ongoing basis.
- Manage individual customer caseloads and have a strong understanding of when to escalate a matter to the Senior Client Service Officer and/or the Principal Client Service Officer as appropriate.
- Actively participate in a phone and/or customer facing duty roster and assist your 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 managed person.
For more information about the position, view the role description .
About you
We encourage you to consider applying if you demonstrate the following skills, knowledge and experience:
- Experience in supporting individuals with disabilities, vulnerable populations, or older adults. Candidates with experience in the community services sector are highly desirable.
- Adept communicator who can 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.
- Strong collaboration skills that will allow you to build and develop working relationships, as well as maintain effective channels of communications across all teams in the Estate Management Division, other NSW Trustee and Guardian divisions and external stakeholders.
- Be self-motivated, with a positive, “can-do” attitude.
Sound like you? We would love to hear from you!
Essential requirements
- Understanding of NSW Trustee and Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
- 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.
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.