About the Role In this role, you will provide high-quality customer service and administrative support to ensure the smooth delivery of financial assistance programs. You’ll review applications, assess eligibility, and contribute to program delivery by maintaining accuracy and consistency across documentation, records, and client communications. This position suits someone with strong analytical, administrative, and stakeholder management skills who thrives in a fast-paced and customer-focused environment. Key Responsibilities Review complex applications and claim requests to inform decision-making in line with program eligibility criteria, policies, and responsible lending standards. Identify and case-manage suspected fraudulent applications or claims, escalating as required to the Manager. Draft and manage correspondence, including funding deeds, titles, and securities assessments, as well as variations and other documentation. For loan programs, apply responsible lending principles to assess and recommend terms and conditions; liaise with client financial institutions for required consents and documentation. Maintain accurate and timely data entry within RAA databases to support reporting and analysis. Provide clear, professional, and timely advice to applicants and clients regarding application status, conditions, and variations. Resolve enquiries and customer complaints promptly and effectively. Key Challenges Managing competing priorities and deadlines in a high-volume environment. Maintaining up-to-date knowledge of relevant policies, procedures, and responsible lending practices across multiple programs. Handling enquiries and complaints from distressed or frustrated clients with empathy and professionalism. Clarifying and validating complex information provided by clients, particularly in relation to securities documentation for loans. About You You’ll bring: Strong attention to detail and ability to interpret and apply policy and eligibility criteria. Proven experience in administrative, customer service, or program support roles—ideally within government or financial assistance programs. Excellent written and verbal communication skills. Proficiency in database management and Microsoft Office applications. A proactive, solutions-focused approach and ability to work effectively in a team environment. Why Apply? This is an excellent opportunity to contribute to meaningful programs that support communities and businesses across NSW. You’ll join a dedicated team within a reputable NSW Government agency offering a supportive work culture and flexible working arrangements.
