Client Service Officers

Complete Staff Solutions; City of Parramatta; On-site; AUD 65,000 - 75,000; Full time

Job summary

Complete Staff Solutions in Parramatta is seeking a role that supports oversight of financial affairs for vulnerable customers who cannot manage their finances independently. You will work with privately appointed financial managers to ensure income, assets and expenses are properly accounted for and decisions are in the customers' best interests.

The position may focus on reviewing annual financial accounts and documents or guiding significant decisions, including property sales or

Qualifications

• Experience reviewing financial information, budgets, accounts or supporting evidence.
• Practical understanding of income, expenditure, assets and budgeting.
• Experience applying policies to make or recommend decisions.
• Strong analytical skills and attention to detail.
• Experience supporting vulnerable customers.

Responsibilities

• Review financial accounts, budgets, transactions and supporting documentation.
• Obtain and verify evidence of income, expenditure, assets and liabilities.
• Identify missing information, unusual transactions or potential concerns.
• Assess requests and make decisions in line with policies and authorities.
• Consider individual circumstances and best interests of vulnerable customers.
• Provide information and guidance to privately appointed financial managers.
• Review significant changes to customers’ financial affairs, including property decisions.
• Follow up overdue accounts and overdue documentation.
• Maintain accurate case notes and records.
• Manage a high-volume caseload and reduce backlog.
• Conduct outbound calls and handle transferred enquiries when required.
• Escalate complex matters or potential financial misuse appropriately.

Skills

Financial review

Budgeting

Policy application

Analytical skills

Communication

Education

Finance/Accounting degree

Job description

This role supports the oversight of financial affairs for vulnerable customers who are unable to manage their finances independently. You will work with privately appointed financial managers to ensure customers’ income, assets and expenses are properly accounted for, their needs are being met and financial decisions are made in their best interests.

Depending on the team, the position may focus on reviewing annual financial accounts and supporting documentation or providing guidance and assessing significant financial decisions, including the sale and acquisition of property.

Key responsibilities

• Review financial accounts, budgets, transactions and supporting documentation

• Obtain and verify evidence of income, expenditure, assets and liabilities

• Identify missing information, unusual transactions or potential concerns

• Assess requests and make decisions in accordance with relevant policies, procedures and financial management authorities

• Consider the individual circumstances and best interests of vulnerable customers

• Provide information and guidance to privately appointed financial managers

• Review significant changes to customers’ financial affairs, including property-related decisions

• Follow up overdue accounts and outstanding documentation

• Maintain accurate case notes, records and written decisions

• Manage a high-volume caseload and contribute to reducing an established backlog

• Conduct outbound calls and handle transferred enquiries where required

• Escalate complex matters, complaints or potential financial misuse appropriately

About you

You will have:

• Experience reviewing financial information, budgets, accounts or supporting evidence

• A practical understanding of income, expenditure, assets, liabilities and budgeting

• Experience applying policies and procedures to make or recommend decisions

• Strong analytical skills and excellent attention to detail

• Experience working with or supporting vulnerable, older or disabled customers

• The ability to consider both financial information and the human circumstances behind each matter

• Confidence conducting firm, respectful conversations and requesting additional evidence

• Resilience when dealing with frustrated or challenging stakeholders

• Strong written communication, case management and recordkeeping skills

• The ability to manage competing priorities and a high-volume workload

Relevant qualifications in finance, accounting, social work, community services or a related discipline will be highly regarded; however, extensive relevant experience will also be considered.

You must be available to work from the Parramatta office five days per week. Working from home is not available for this assignment.