Senior Client Service Officer (Client Establishment) - Estate Planning and Administration

Department/Agency: NSW Trustee and Guardian

Location: Parramatta, NSW, AU, 2150

Senior Client Service Officer (Client Establishment) – NSW Trustee and Guardian

- Ongoing full-time vacancy. 35 hours per week.
- Location: This role is based in 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: Level. Base salary $102,936 p.a. to $113,579 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. The agency supports the NSW Trustee, the Public Guardian and the Commissioner of Dormant Funds to carry out their statutory functions. We do this by providing a range of customer-centred services, including Will-making, trustee, financial management and guardianship services, including some for the state’s most vulnerable people.

We support over 50,000 customers annually and manage almost seven billion dollars in customer assets. A NSW government agency within the Communities and Justice Portfolio, our services help support and protect people at critical moments in their lives.

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 LGBTQIA+ community and people from culturally diverse backgrounds.

About the team




The Estate Planning and Administration division is responsible for delivering NSW Trustee and Guardian’s commercial services in Will making, as trustee, attorney, and as administrator/executor of deceased estates.

The teams administer assets in accordance with the functions and obligations under the relevant legislation and makes legal decisions within legal frameworks and NSWTG’s prescribed delegations. The division delivers high-quality service using a customer-centred approach and is delivered by:

- 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 role within the Client Establishment team is part of the frontline team handling a wide variety of enquiries from customers, stakeholders and members of the public for all recent estate, trust and Power of Attorney (POA) matters. This is a fast-paced role where the Senior Client Service Officer is required to manage a large volume of inbound correspondence, make appropriate investigations and work on a large cohort of complex matters at various stages of the establishment process at any one time.

You will also support the Principal Client Service Officer, guide Client Service Officers,



collaborate with specialist teams and be willing to lead the Client Establishment team when required.

This is an exciting opportunity that will see you:

- Processing applications, undertaking complex investigations, co-ordinating the request for documentation and data entry into NSWTG systems.
- Interpretation of complex Wills and other legal documents and relevant legislation.
- Working closely with legal and professional services and subject matter experts to achieve quality outcomes focused on customer needs.
- Review and resolve complex matters and substantial complaints, escalating matters requiring higher-level guidance, intervention or approval as appropriate.
- Attending to transactional and minor accounting work.
- Providing mentorship and coaching to junior staff within the team.
- Answering enquiries over the phone, via email, mail and face to face relating to the establishment of complex estates, trusts, and POA matters.
- Providing general advice to members of the public and other stakeholders about NSWTG processes and requirements.

About you
Applications are encouraged if you demonstrate the following skills, knowledge, and experience:

- 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 administra

📌 Senior Client Service Officer (Australia)
🏢 Nsw Department Of Communities And Justice
📍 Australia