• 1 x ongoing vacancy. 35 hours per week. 
• Location:  Regional, Rural and Metro NSW. Flexible working options available and subject to negotiation.  
• Clerk Grade: 5/6. Base salary $93,295 p.a. to $102,941 p.a. plus superannuation and annual leave loading. 

About us 

At NSW Trustee & 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 47,000 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 Islanders, the LGBTI community and people from culturally diverse backgrounds. 

About the team 

The Estate Management division makes financial and legal decisions for people who are unable to independently, or with support, when NSW Trustee and Guardian is appointed as their financial manager by a court or tribunal. The team also oversees people who are appointed to privately manage the finances of another person. The division delivers high quality financial management service using a customer-centred approach and is delivered by:

• Customer Foundation – The Customer Foundation Team is responsible for the high-quality onboarding of new customers where a financial management order has been made. The team works with the customer, and important people in their life, to ensure NSW Trustee and Guardian has a detailed understanding of the customer’s priorities, ongoing needs and financial situation, and makes financial decisions that support customers into the future.
• Customer Independence and Support - The Customer Independence and Support Team works closely with customers in developing strategies to increase their capability to manage their finances and regain financial independence. The Customer Independence and Support team also finalises matters where a customer is no longer subject to a Financial Management Order or is deceased.
• Private Management – The Private Management team provides oversight and support to privately appointed financial managers (private managers) who are responsible for managing the financial and legal affairs of someone who is not able to make decisions on their own. The role of the Private Management team includes oversight of major decisions a Private Manager is proposing to make, review of annual accounts as well as advice and support to financial managers.
• Proactive Customer Management - The Proactive Customer Management Team is responsible for complex and critical estates and engages with financial management customers, and their support network, when making financial decisions on their behalf, including the development and review of financial strategies and budgets. Some of the teams provide face-to-face intensive financial management and other support services to some of NSW most vulnerable customers.

About the role 

We are seeking a dedicated and experienced Senior Property Officer to join our Property Services team. In this role, you will be responsible for delivering high-quality services related to property and vehicle insurance claims for NSW Trustee & Guardian customers. 

As a Senior Property Officer, you will independently manage high-volume and complex customer insurance transactions, providing guidance and support to our Client Service Officers. You will play a crucial role in ensuring that property and real estate insurance services are delivered consistently and in a timely manner, in line with NSW Trustee and Guardian’s Customer Excellence Principles. Additionally, you will provide support and guidance to Property Officers, fostering a collaborative and efficient work environment.  

Day-to-day responsibilities of this role include: 

• Independently handling insurance claims, including coordinating restoration and repairs with insurance companies and managing external consultants and other relevant parties. You will also oversee vehicle insurance claims. 
• Communicating and engaging with customers to provide support, guidance, and advice, ensuring a coordinated approach to insurance claims. 
• Building and maintaining rapport with customers through ongoing consultations. 
• Managing a complex caseload, delivering high-quality and timely advice and services to customers, both internally and externally. This involves liaising with insurers, contractors, strata management, and all other relevant parties. 
• Providing advice to assist with the resolution of disputes, maintaining sensitivity, discretion, and a professional manner when handling difficult inquiries and issues. 
• Actively participating in a phone roster and assisting colleagues in providing high-quality customer service. 
• Inspiring our Client Service Officers by guiding them on how to provide a customer-centric service that delivers insightful, personalised, and efficient services. 

If you are passionate about delivering exceptional customer service and have experience in managing complex insurance claims, we would love to hear from you. Join our team and contribute to the delivery of high-quality, consistent, and timely property and insurance services.   

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

About you 

Application is encouraged if you demonstrate the following skills, knowledge and experience: 

• has experience and is passionate about supporting people with disability, vulnerable or older people. 
• be an excellent communicator with the ability to work effectively with customers with a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system  
• will thrive on taking a coordinated approach to customer vehicle insurance matters, working closely with customers, stakeholders, colleagues and external service providers such as insurers, contractors, strata management. 
• able to produce insurance related reports to provide updates to management. 
• have strong collaboration skills that will allow you to build & develop working relationships and open channels of communications across all teams in the Estate Management division and Estate Planning and Administration division, other NSW Trustee and Guardian divisions and external stakeholders. 

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

Essential requirements   

• Tertiary qualifications or equivalent experience in complex property insurance claims and capacity to interpret Product Disclosure Statements and contracts. 
• Understanding of NSW Trustee & Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people. 
• 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. 

What we offer 

NSW Trustee & 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. 

How to apply 

To apply for this role click Apply Now and:

• complete the online application 
• submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability 
• answer the following targeted questions (maximum two pages):  

1. What strategies do you use to manage your time in dealing with multiple matters in a high-volume environment. Please provide an example of when you effectively managed competing priorities and what tools did you use to achieve this? 
2. Describe a situation where you were faced with a complex insurance related issue. What was the issue? What did you do to resolve the issue? What was the result? 
3. For an initial period of up to 3 months, the successful candidate will be required to attend our Paramatta location for training. Travel arrangements will be agreed upon between successful candidate and Manager. This period may be adjusted based on performance assessment. Additionally, the role will require working from Parramatta at least 1-2 days every 4-6 weeks thereafter. Travel and accommodation provided for regional and remote candidates. Are you prepared to travel to our Parramatta location? 

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

For enquiries about the role, please contact Workforce Support at [email protected] using the subject line: Senior Property Officer, Vehicle Claims and Compliance - Flexible Location enquiry via EthicalJobs.

For enquiries about the recruitment process, please contact Antonio Caswell, Talent Advisor on [email protected] using the subject line: Senior Property Officer, Vehicle Claims and Compliance - Flexible Location enquiry via EthicalJobs.

Only applications submitted via iworkfornsw will be accepted. 

Please note: 

• If you need an adjustment in the recruitment process, please contact People and Culture via email at [email protected] using the subject line: Senior Property Officer, Vehicle Claims and Compliance - Flexible Location enquiry via EthicalJobs.
• Offers of employment will be subject to reference checks and relevant clearances. 
• A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.  

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