Client Service Officer - Estate Planning and Administration

Client Service Officer - Estate Planning and Administration - NSW Trustee and Guardian

• We are filling current and future temporary vacancies. 35 hours per week.


• Location: 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: 3/4. $84,659 to $92,701 per annum, plus superannuation, plus leave loading

About us

At NSW Trustee and Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of 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. This includes 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 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:

• Estate Administration


• Trust and Powers of Attorney administration


• Intestate, Life Estates and Crime Confiscation/Civil Forfeiture administration


• Wills and Estate Planning

About the role - Client Establishment 

The 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 new estate, trust and Power of Attorney (POA) matters. This is a fast-paced role where the Customer Service Officer is required to manage a large volume of inbound correspondence, make appropriate investigations and work on a large cohort of matters at various stages of the establishment process at any one time  

The role involves (but is not limited to) the following responsibilities:   

• Answering enquiries over the phone, via email, mail and face to face relating to the establishment of estates, trusts, and POA matters.  


• Providing general advice to members of the public and other stakeholders about NSWTG processes and requirements.  


• Processing applications, undertaking investigations, co-ordinating the request for documentation and data entry into NSWTG systems.  


• Attending to transactional and minor accounting work. 


• Interpretation of 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.  

About the role - Trust Administration  

The Client Service Officer role within the Trust Administration team is responsible for the timely and accurate administration of trust matters where NSWTG is the nominated Trustee.  

The role directly manages between 40-70 Trusts, assists with the management of 6,000 pooled matters and maintains regular, professional and empathetic communication with internal stakeholders, external stakeholders and beneficiaries. 

The role involves (but is not limited to) the following responsibilities:   

• Attending to transactional work regarding funds received, paying claims and preparing distributions of trust assets to beneficiaries when Trusts vest or beneficiaries become entitled to draw on funds. 


• Investigating requests for funds and obtaining appropriate documentation. 


• Writing to solicitors, banks, insurance agencies, financial institutions, and other government agencies.   


• Interpretation of Wills, Deeds and other legal documents and relevant legislation. 


• Working closely with taxation, legal and professional services, property teams and subject matter experts to achieve quality outcomes focused on customer needs.   


• Building and maintaining relationships with beneficiaries and their parents/guardians through regular communication and updates.

About the role - Deceased Estate Administration 

The Client Service Officer is part of the Estate Administration team collectively responsible for delivering high quality, consistent and timely administration of Deceased Estates.  

The role directly administers between 40-70 deceased estates at various stages of the administration process and maintains regular, professional and empathetic communication with internal stakeholders, external stakeholders and beneficiaries. The role involves (but is not limited to) the following responsibilities:  

• Interpretation of Wills and other legal documents.  


• Collating and submitting applications to the courts.  


• Writing to banks, insurance agencies, financial institutions, and other government agencies.  


• Paying claims and preparing distributions of estate assets to beneficiaries.  


• Building and maintaining relationships with beneficiaries through regular communication and updates.  


• Working closely with taxation, legal and professional services, property teams and subject matter experts to achieve quality outcomes focused on customer needs.  

If you are successful in this recruitment, you may be assigned to any of the teams described above or placed on a talent pool.

For more information about the position, view the role description.

This role is based at our Parramatta Justice Precinct Office with a requirement to work full time in the office for a period of at least three (3) months with hybrid working arrangements to be negotiated thereafter. Hybrid arrangements include a minimum three (3) days in the office and up to two (2) days work-from-home per week.

About you

Application is 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 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 will allow you to build & develop working relationships and open channels of communications across all teams in the Estate Planning & Administration division, other NSW Trustee & Guardian divisions and external stakeholders 


• An ability to be a flexible and adaptable individual who is willing to rotate across all teams within Estate Planning and Administration division to ensure optimum service is delivered to customers. 

Sound like you? We would love to hear from you!

Essential requirements  

• Ability to work at our Parramatta office.


• Willingness to be a part of a rotating phone roster shared on an equitable basis covering morning and afternoon shifts (between the hours of 9.00am to 5.00pm).


• Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, and to participate in one-to-one review sessions for calls and emails.


• Understand the Department’s Flexible Working Hours Agreement and to work within the required bandwidth.

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 (variable start/finish times)


• 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.

How to apply

To apply for this role:

• complete the online application

• submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability

Read: writing your job application for tips with the application process.

Closing date

Applications close 11:59pm, Sunday 1st March.

For enquiries about the role, please contact Karl Tolic Senior Manager, Estate Planning and Administration, via email [email protected].

For enquiries about the recruitment process, please contact Ashly Dahdal, Talent Advisor via email [email protected].

Please do not send your applications directly via email, LinkedIn or SEEK. Only applications submitted via the online portal will be accepted. 

Please note:

• If you need an adjustment in the recruitment process, please contact People and Culture via email at [email protected]


• Offers of employment will be subject to reference checks and relevant clearances.


• A talent pool may be created for future temporary roles and is valid for 18 months