SOUTH AUSTRALIAN PUBLIC SERVICE JOB AND PERSON SPECIFICATIONS

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1 SOUTH AUSTRALIAN PUBLIC SERVICE JOB AND PERSON SPECIFICATIONS Title of Position Customer Relationships Officer Administrative Unit ATTORNEY-GENERAL S DEPARTMENT Remuneration Level: ASO-4 Type of appointment: Ongoing Term - Temporary (12 mths) Term years Division Branch Section Position Number Position Docket Number Occupant Public Trustee Estate Services Customer Relationships Job and Person Specification Approval....../.../... CHIEF EXECUTIVE/DELEGATE JOB SPECIFICATION 1. Summary of the broad purpose of the position, and its responsibilities. The Customer Relationships Officer is accountable to the Team Leader, Customer Relationships, for effectively coordinating the development and maintenance of relationships with Public Trustee customers which supports their ongoing attraction and retention. The incumbent delivers ongoing collaboration, information and responses to clients and beneficiaries of deceased estates. They contribute to the development of new and improved services and products and the implementation of service delivery strategies, business decisions, plans and policy. The incumbent will ensure the effective organisation and administration of assigned estates and contribute to the effective operation of, and achievement of outcomes for the Estate Services Branch. 2. Reporting/Working Relationships Is accountable to the Team Leader, Customer Relationships and works closely with the Estate Services Team. Liaises, negotiates and works with senior management within the Public Trustee, other government departments, business/industry representatives, clients and community groups. 3. Special Conditions (Such as non-metropolitan location, travel requirements, frequent overtime, etc.) Some out of hours work and occasional intrastate and/or interstate travel may be required. Prior to an offer of employment being made, candidates must provide written authorisation to the Attorney-General s Department allowing a criminal history check. Upon receipt of the original National Police Certificate, the individual must allow sighting of the original certificate for the purposes of verification and copying. Required to provide the highest standards of customer service to internal customers and clients by modelling service excellence that meets the needs of all customers and enhances the corporate profile of the organisation.

2 Statement of Key Outcomes and Associated Activities 1. Deliver effective service for the development and maintenance of quality relationships with Public Trustee customers, which supports their ongoing attraction and retention, by: a) Delivering ongoing collaboration, information and responses to clients ensuring they are advised about the range of products and services that are available to them. b) Providing a range of accurate and timely information and assistance to clients and families to support the delivery of quality services and the development/attraction of business. c) Contacting past, existing or potential clients in order to disseminate a range of relevant information regarding the Public Trustee s services and products. d) Providing a responsive point of contact for existing and potential clients in order to ensure their enquiries are met in an accurate and timely manner, and to promote and encourage the uptake of the Public Trustee products and services. e) Contributing to the recruitment of new business for the office by providing information during interviews, and on other suitable occasions on the range of client products and services available. f) Maintaining the integrity and relevance of Public Trustee's Client Relationship Management (CRM) system. g) Working collaboratively with staff across Public Trustee divisions to contribute to the development and implementation of business recruitment and retention initiatives. h) Contributing to the development of new and improved services and products, including improved processes for the provision of information on Public Trustee services and products. a) Contributing to the delivery of service delivery strategies, business decisions, plans and policy that supports business attraction and retention. b) Contributing to the identification, receipt and review of operational and service delivery issues, queries and performance outcomes. 2. Ensure the effective management and administration of assigned estates by: a) Collaborating closely with, and interviewing, beneficiaries and clients in order to obtain information and negotiate on the administration process to meet client needs. b) Liaising with relevant branch staff members on matters concerning the allocation of estates. c) Preparing and providing accurate and timely financial or taxation information, statements and reports to beneficiaries, clients, client s representatives, or other relevant government officials or Public Trustee staff. d) Administering or dispersing assets in compliance with Public Trustee policies and procedures, and in accordance to the will of the deceased, trust deeds, court orders, guardianship board administration orders, or other relevant legislation. e) Representing the Public Trustee, as required, by attending Guardianship Board and other hearings. f) Administering the preparation of wills and Powers of Attorney that ensure the needs and instruction of clients are met, including providing relevant and accurate advice. g) Contributing to the effective administration of estate assets, including sales and

3 - 3 - management of properties, and the administration and review of investments to maximise returns and minimise risk. h) Contributing to the ongoing operational efficiency of wills, trusts and estate administration by monitoring and ensuring compliance with relevant acts, regulations and departmental procedures, and by conducting preliminary investigations into potential legal issues as they are identified. 3. Contribute to the effective operation of, and achievement of outcomes for, the Client Relations Team by: a) Contributing to the delivery of accountable and effective outcomes for Customer Relationships Team business development activities, resource and budget management. b) Contributing to the development and review of administrative procedures and practices. c) Contributing to on-the-job staff training to meet the organisation s developing needs. d) Monitoring Team performance against corporate requirements and specific KPI s. e) Responsible and accountable for adhering to the requirements of the OHSW Act 1986; relevant OHSW Regulations 2010; the Equal Opportunity Act 1984; the PS Act 2009, and the principles of diversity; and the Department s policies and procedures. Certified Correct by Line Manager....../.../... Acknowledged by Occupant....../.../...

4 - 4 - PERSON SPECIFICATION Position: Unit: Approval: Essential Minimum Requirements (Those characteristics considered absolutely necessary.) 1. Educational/Vocational Qualifications (Include only those listed in Commissioner s Standard 2 as an essential qualification for the specified classification group.) Nil. 2. Personal Abilities/Aptitudes/Skills (Related to the job description and expressed in a way which allows objective assessment.) Well developed written and oral communication skills, in order to liaise effectively with a range of clients and stakeholders and prepare & develop effective documents. Proven ability to apply analytical and problem solving skills to enable effective identification of issues and utilise sound judgement, discretion and empathy when dealing the family of deceased persons. Proven ability to work independently or as a team member, under limited direction, identify performance outcomes, plan activities and set priorities to achieve objectives within deadlines. Proven ability to deliver excellent customer services, including interviewing, counselling and informing clients, managing conflict situations with tact and discretion, and negotiating successful outcomes. 3. Experience (including community experience) Experience in identifying customer needs, building relationships and networks, providing quality customer services and delivering of business development initiatives and promotional events. Experience in interpreting legislation and contributing to the development and implementation of marketing/sales strategies. Experience utilising a range of computer software including word processing software and Client Relationship Management, or computerised accounting systems. 4. Knowledge Understanding of risk management assessment and minimisation processes. Sound knowledge of relevant executor, estate management, legal, regulatory, auditing, accounting and financial reporting process. Knowledge of the principles and practice of OHSW, Equal Opportunity, the PS Act 2009, employee conduct standards and diversity appropriate to the requirements of the role.

5 - 5 - PERSON SPECIFICATION (continued) Position: Unit: Approval: Desirable Characteristics (To distinguish between applicants who have met all essential requirements.) 1. Personal Abilities/Aptitudes/Skills Ability to control and optimise the allocation of physical, financial and human resources to achieve corporate objectives, including managing the collaborative supervision, organisation, motivation and team building of staff. 2. Experience Experience in applying high level writing skills to the preparation of estates and wills, and a range of documents and reports. Experience in working with clients experiencing grief and major conflict. 3. Knowledge Knowledge of Public Trustee products and services. 4. Educational/Vocational Qualifications Relevant tertiary qualifications in a marketing or public relations field, or other associated field. 5. Other details

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