Financial Management Experience
- Customer Service Excellence
- Decision-making Abilities
**Key Accountabilities**
- Develop strategies and make substitute decisions to manage customer finances including medium to long-term planning.
- Communicate and engage with customers to understand their financial needs and existing arrangements build rapport and consult with the customer to understand aspirations.
- Actively listen to the concerns and enquiries of customers and stakeholders and work to resolve issues across NSW Trustee & Guardian's services.
- Deliver high quality, respectful, consistent, empathetic and timely services to customers that are in line with NSW Trustee & Guardian's Customer Excellence Principles.
- Work closely with staff from Estate Planning & Administration and Public Guardian divisions to achieve quality outcomes focused on customer need. Ensure a coordinated approach to customer matters by working closely with team members.
- Access the required systems and processes to support the management of customer matters and actively suggest improvements
- Escalate complex matters and substantial complaints to the Senior Client Service Officer or Principal Client Service Officer, as required. Discuss progress with Senior Client Service Officer and complete ongoing decisions, budgets and administration.
- Exemplify high performance through role modelling NSW Trustee & Guardian's Customer Excellence Principles, values and behaviours.
**Key Requirements**
- Bachelor's degree in a relevant field, providing a strong foundation for understanding financial management principles and customer service best practices.
- Proven track record in financial management or related fields, demonstrating expertise in developing strategic plans and making informed decisions to meet customer needs effectively.
- Exceptional communication and interpersonal skills essential for building rapport with customers from diverse backgrounds. Ability to actively listen to customer concerns and inquiries, providing empathetic and timely responses in alignment with organizational service standards.
- Sound judgment and decision-making skills, particularly in managing complex financial matters. Capacity to develop substitute decisions and long-term financial plans that align with customer goals and aspirations.
- Demonstrated ability to work collaboratively within a team environment, fostering positive relationships with colleagues from different divisions.
- Proficiency in relevant software and systems used for customer management and financial administration.
**If this sounds like you**:
**Infopeople - Carissa San Luis**
3773315