Senior Client Service Officer - Trust Administration Services – NSW Trustee and Guardian
* Ongoing full-time vacancy. 35 hours per week.
* Location: Role based in Newcastle. Requirement to work full time in the office for a period of three (3) months with hybrid working arrangements thereafter; hybrid includes three (3) days in the office and up to two (2) days working from home per week.
* Clerk Grade: Level 5/6. Base salary $99,938 p.a. to $110,271 p.a. plus 12% superannuation and annual leave loading.
About Us
At NSW Trustee and Guardian, our purpose is to support the rights, welfare, and interests of the people of NSW. We provide services such as writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager. We serve over 50,000 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 Islander peoples, the LGBTI community and people from culturally diverse backgrounds.
About The Team
The Estate Planning and Administration division delivers NSW Trustee and Guardian's commercial services in Will making, acting as trustee, attorney, and administering deceased estates. The team administers assets under relevant legislation and makes legal decisions within NSWTG's prescribed delegations. It focuses on high quality, customer‐centred service.
* Estate Administration
* Trust and Powers of Attorney administration
* Intestate, Life Estates and Crime Confiscation/Civil Forfeiture administration
* Wills and Estate Planning
About The Role
The Senior Client Service Officer within the Trust Administration team is responsible for the timely and accurate administration of Trust matters where NSWTG is the nominated Trustee.
* Directly manages between 40-70 Trusts, supports management of 6,000 pooled matters, and maintains regular, professional and empathetic communication with internal stakeholders, external stakeholders and beneficiaries.
* Attends to transactional work regarding funds received, pays claims and prepares distributions of trust assets to beneficiaries when Trusts vest or beneficiaries become entitled to draw on funds.
* Investigates requests for funds and obtains appropriate documentation.
* Writes to solicitors, banks, insurance agencies, financial institutions and other government agencies.
* Interprets Wills, Deeds and other legal documents and relevant legislation.
* Works closely with taxation, legal and professional services, property teams and subject matter experts to achieve quality outcomes focused on customer needs.
* Builds and maintains relationships with beneficiaries and their parents/guardians through regular communication and updates.
* Provides training and mentoring to Client Service Officers as required.
For more information about the position, view the role description.
About You
* 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 allow building and developing working relationships and open channels of communication across all teams in the Estate Planning and Administration division, other NSW Trustee and Guardian divisions and external stakeholders.
* An ability to be flexible and adaptable, willing to rotate across all teams within Estate Planning and Administration division to ensure optimum service is delivered to customers.
Essential Requirements
* Understanding of NSW government and NSWTG's key services and client base.
* All roles in NSWTG require a willingness to have phone calls monitored for quality and training purposes.
What We Offer
* Work‐life balance with flexible work options (variable start/finish times, job sharing).
* Various leave options (recreation, parental, flex leave 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.
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