Senior Client Service Officer – Power of Attorney and Life Estate Administration team – NSW Trustee and Guardian
NSW Trustee and Guardian are recruiting for a Senior Client Service Officer in the Power of Attorney/ Life Estate Administration team, within the Estate Planning and Administration division.
Temporary role until 30 September 2026 with a possibility of conversion to ongoing. 35 hours per week. Location: Parramatta, with hybrid working arrangement after three months, up to two days per week, subject to business requirements. Clerk Grade: 5/6. Base salary $99,938 p.a. to $110,271 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, including women, people with disability, Aboriginal and Torres Strait Islanders, LGBTQI community and people from culturally diverse backgrounds.
About The Team – Trust Administration
The Power of Attorney/ Life Estates Administration team delivers NSW Trustee and Guardian's commercial services as attorney and trustee. The team administers assets in accordance with 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 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 directly manages complex power of attorney and life estate matters and associated tasks, maintains professional and empathetic communication with internal stakeholders, external stakeholders and beneficiaries, and currently manages approximately 90 matters.
Key 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 allocated matters.
* Investigate, secure and collect assets.
* Investigate requests for funds and obtain appropriate documentation.
* Write to solicitors, banks, insurance agencies, financial institutions, and government or other agencies.
* Effective communication and excellent submission writing skills.
* Interpret Wills, Deeds and other legal documents and relevant legislation.
* Work 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.
* Participate in NSW Civil and Administrative Tribunal hearings and prepare reports.
* Build and maintain relationships with beneficiaries and their representatives through regular communication and updates.
* Escalate high‐risk or complex matters promptly for team leader support, advice or delegation.
* Handle more complex tasks and matters independently, with minimal supervision.
* Provide training and mentoring to Client Service Officers as required.
* Report on key project initiatives regularly to the team leader.
About You
The ideal candidate has strong organisational and effective time‐management skills, financial acumen, initiative, and problem‐solving skills, coupled with the ability to prioritise normal and urgent work and meet deadlines at any given time. Strong writing skills, strong technological skills, understanding or willingness to acquire knowledge of specific procedures for power of attorney and life estate matters, and relevant legislation. Excellent interpersonal, customer service, communication and collaboration skills. Flexible and adaptable. Ability to coach, train and mentor. Ability to manage and handle complex matters. Familiarity with complaints policy. Passion for the role and willingness to become a subject matter expert.
Essential Requirements
* Ability to work at the Parramatta office.
* Available to work between 9:00 am and 5:00 pm.
* Understanding of NSW government and NSW Trustee and Guardian's key services and client base.
* Willingness for phone calls and team emails to be monitored for quality assurance and training, and to participate in one‐to‐one review sessions.
What We Offer
* Interesting, challenging and rewarding work with real purpose.
* 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, employee assistance programme, and annual flu vaccinations.
How to Apply
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 when prompted (maximum two pages):
Question 1: Describe a situation where you have worked within a team, in a high‐volume working environment with competing and conflicting deadlines, to deliver your own results and also contributing to the overall team outcomes. What strategies did you use, what were your targets and what was the outcome?
Question 2: 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 11:59 pm, Sunday 1 March 2026.
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.
Please do not send your applications directly via email, LinkedIn or SEEK. Only applications submitted via the online portal will be accepted.
For enquiries about the role, please contact Tina Xenos, Principal Client Service Officer, Estate Planning and Administration Division at Tina.Xenos@tag.nsw.gov.au.
For enquiries about the recruitment process, please contact Ashly Dahdal, Talent Advisor at Ashly.Dahdal@tag.nsw.gov.au.
Thank you for your interest in this role. We look forward to receiving your application.
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