Senior Client Service Officer (Trust Administration) - Estate Planning and Administration - NSW Trustee and Guardian Temporary opportunity until 30 June 2025. 35 hours per week. Location: Parramatta. 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. Clerk Grade: 5/6 Base salary $93,295 pa to $102,941 pa plus super and annual leave loading. This is a unique opportunity to join NSW Trustee and Guardian in a frontline role to provide exceptional customer service, and make important, positive differences to our customers, their families, carers and important people in their lives. This opportunity is a part of a new Trust Project team within our Trust Administration teams. As part of the Trust Project team, you will be working on an exciting project for targeted matters, aimed at progressing and improving overall efficiency within the Trust Administration teams. 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 and Administration division provides trustee services including Wills and estate planning, estate administration, trusts and power of attorney services. The Estate Administration team provides deceased estate administration services as well as trusts and power of attorney services. The team administer $2.2 billion worth of estates every year and protects over $520 million worth of trusts in our care. The Trust Administration team is responsible for delivering NSW Trustee and Guardian’s commercial services as 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. We have recently started an exciting project within this space and will be expanding the team to tackle a number of key business initiatives. About the role The Senior Client Service Officer role within the Trust Project Team is responsible for the timely and accurate administration of allocated Trust (including from long-term estate) matters where NSW Trustee and Guardian is the nominated Trustee. The role will directly manage allocated tasks for trust and estate matters 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: Attending to transactional work regarding funds received, paying claims and preparing distributions of trust assets to beneficiaries when Trusts vest or beneficiaries become entitled to draw on funds. Investigating requests for funds and obtaining appropriate documentation. Writing to solicitors, banks, insurance agencies, financial institutions, and other government 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. Building and maintaining relationships with beneficiaries and their parents/guardians through regular communication and updates. Timely escalation of matters requiring team leader support, advice or delegation. 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 procedures and practices specific to administration of Trust and Estate matters. Understanding of, or willingness to acquire knowledge of the personal trustee industry in the administration of Trust and 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. A passion for the role, and evidence of or willingness to become a Subject Matter Expert (SME) in Trusts 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 monitored for quality and training purposes. 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) and brief cover letter (maximum two pages) outlining your skills, experience and suitability. answer the following targeted questions (maximum two pages): Tell us a time when you managed a complex client in a difficult situation that required you to involve a stakeholder to deliver an outcome? Tell us about a time where you had to manage multiple deadlines. How did you do it and what systems or strategies did you use to ensure all tasks were completed? Read: writing your job application for tips with the application process. Closing date Applications close 11:59pm, Sunday 24 November 2024. For enquiries about the role, please contact Tammy-Lee Narayan, Principal Client Service Officer, Estate Planning and Administration via email: Tammy-lee.narayan@tag.nsw.gov.au. For enquiries about the recruitment process, please contact Antonio Caswell, Talent Advisor via email: Antonio.Caswell@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.