Client Service Officer - Customer Foundation

Department: Customer Foundation; Parramatta; Hybrid; AUD 87,000 - 95,000; Full time

Benefits offered by this job

Superannuation

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Job summary

NSW Trustee and Guardian is seeking a Client Service Officer in the Customer Foundation team based in Parramatta. You will be among the first contacts for customers under a financial management order, assisting those in challenging situations and gathering essential financial information.

You will manage caseloads, develop action plans, and coordinate with families and service providers to establish appropriate arrangements while maintaining accurate records and escalating complex cases when

Qualifications

• Tertiary qualifications relevant to financial management and/or extensive equivalent experience.

Responsibilities

• Onboard new customers by gathering relevant information about their finances and personal circumstances.
• Manage a customer caseload, develop action plans, process financial transactions and coordinate with families, carers, service providers and internal teams.
• Balance competing priorities, maintain accurate records, use sound judgement and escalate complex or sensitive matters when needed.
• Contribute to ongoing management of customers’ financial affairs.

Education

Tertiary qualifications relevant to financial management and/or extensive equivalent experience

Job description

Client Service Officer - Customer Foundation

$87,199 - $95,482 a year

Casual/Temporary

Hybrid

1d ago , from Department of Communities and Justice NSW

Client Service Officer (Customer Foundation) – NSW Trustee and Guardian

New year. New career. Make a difference through meaningful, customer-focused work.

• We have a number of ongoing and temporary roles available now, plus the chance to join a talent pool for upcoming ongoing and temporary vacancies.
• Location: Parramatta. Flexible and hybrid working options available.
• Clerk Grade: 3/4. Base salary $87,199 to $95,482 per annum, plus superannuation, plus leave loading
• As part of the recruitment process, shortlisted candidates will be invited to attend an in-person assessment centre in Parramatta on 7 December 2026.

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

NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person’s financial affairs if their decision‑making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high-quality financial management services to customers through our Foundation Team, Proactive Customer Management Team and Customer Independence and Support Team.

About the role

As a Client Service Officer in the Customer Foundation team, you will be one of the first points of contact for new customers under a financial management order. You will work with people who may be experiencing challenging or vulnerable circumstances, taking the time to understand their individual situation, financial needs and existing supports.

You will onboard new customers by gathering relevant information about their finances and personal circumstances. You will manage a customer caseload, develop action plans, process financial transactions and work with families, carers, service providers and internal teams to establish appropriate arrangements for each customer.

This is a varied role where you will balance competing priorities, maintain accurate records, use sound judgement and identify when complex or sensitive matters need to be escalated. Your work will help establish a strong foundation for the ongoing management of customers’ financial affairs.

About you

You are a customer-focused professional who is organised, communicates clearly and is comfortable working with financial information, processes or transactions.

You enjoy helping people and can work with customers to understand their individual circumstances and needs. You can manage competing priorities, use sound judgement, solve practical problems and know when to seek guidance.

You will thrive in this role if you enjoy working with financial information and providing practical support to customers, including those that may be experiencing challenging circumstances.

If this sounds like you, we would love to hear from you.

• Tertiary qualifications relevant to financial management and/or extensive equivalent experience.
• Willingness to participate in a rotating phone roster covering morning and afternoon shifts between 9.00 am and 5.00 pm.
• Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, including participation in one-to-one review sessions for calls and emails

To be eligible for ongoing employment in NSW Trustee and Guardian, you must be an Australian or New Zealand citizen, or an Australian permanent resident.

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.

Thank you for your interest in this role. We look forward to receiving your application.