Description
Union:OPSEUJob Number: J
Job Title: Client Service Specialist (12 months)
Job Type: Contract
Contract Duration: 12 months
City, Province, Country: Toronto, Ontario, Canada
Job Location: Remote
Job Category: Customer Service / Customer Associates
Job Classification: FP4
Role Designation:
Open Positions:Posting Date: April 24, 202
Closing Date: May 12, 2023
Salary: $52, $60,466.93/Year
Legal Aid Ontario employees are committed to making a difference in the lives of our clients.
As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job.
It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.
If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.
Primary function:
This position is responsible for providing Tier 2 CLSC services to clients who choose to access LAO by telephone and online chat.
This includes interviewing legal aid applicants over the phone to obtain the legal and financial information necessary to decide whether a legal aid certificate should be issued, or if alternative service is appropriate.
This is a 100% Work from Home position.
Reporting to: Team Manager, Client and Lawyer Support Centre
Key accountabilities:
Assisting callers in a contact centre environment and by providing assistance in priority sequence
Determining applicant's legal eligibility for legal aid service, following guidelines set out in LAO's policy and procedure materials
Analyzing financial eligibility for legal aid service, based on understanding of the applicant's financial records and LAO's policies and procedures
Making a decision to whether or not to issue a legal aid certificate, based the applicant's legal and financial assessment and LAO eligibility policies
Explaining where, when and how to access non-certificate services available to applicants, including, local legal service centres, legal clinics, duty counsel, and the lawyer referral service
Clarifying status of specific legal aid files, in response to telephone inquiries from clients and lawyers
Entering and maintaining client files and details in PeopleSoft, Excel, Databases, or other software for future review by other LAO staff, including paralegals and/or lawyers
Documenting client issues and escalating to other LAO departments or area offices
Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
Accessing client information through the use of PeopleSoft and other computer systems
Responding to queries and complaints in a professional, courteous manner and providing referrals to appropriately address requests for further information
Working with exposure to emotionally charged situations, e.g., providing information to upset or agitated clients or employees
Performing back office file review, decision making and processing duties for certificates and/or contribution agreements
Other related duties as required
Required skills & experience:
Excellent customer service skills with the proven ability to empathetically manage difficult client relationships while effectively resolving outstanding issues or problems.
A solid understanding of LAO's policies, procedures, financial and legal eligibility criteria and experience in making decisions on the eligibility of legal aid applicants
Excellent verbal and written communication skills and sound judgement for dealing with applicants and lawyers with a demonstrated aptitude in interviewing a diverse clientele to elicit appropriate information
Organizational skills with excellent attention to detail and the ability to multitask
Intimate knowledge of LAO and its operations (as they relate to civil law, criminal law, and duty counsel processes) to provide outstanding service to our diverse client base
Knowledge of the larger social justice network in which LAO operates
Demonstrated competency with the PeopleSoft system and proficiency with Microsoft Office Software
Experience in supporting clients in an online chat environment is considered an asset
Demonstrated Proficiency in oral and written French is an asset
Organizational Competencies Expected
Client Focus
Adaptability and Flexibility
Personal Motivation and Accountability
Focus on Quality and Best Practice
Problem Solving and Judgment
Organizational Awareness
Teamwork and Collaboration
This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) Local 525 and, therefore, union dues will be deducted bi-weekly.
For external applicants the training classes are scheduled to begin Monday July 10, 2023 until August 3, 2023 and then
