French Bilingual Client Service Specialist - Toronto, Canada - Legal Aid Ontario

Legal Aid Ontario

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company Bio
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 Client Lawyer Service Centre (CLSC) services to clients who choose to access Legal Aid Ontario (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

Determine applicant's legal eligibility for legal aid service, following advanced guidelines set out in LAO's policy and procedures
Actively solicit and analyze applicant's financial eligibility for legal aid service, based on understanding of the applicant's financial details and LAO's policies and procedures
Making a decision 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 noncertificate 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
Entering and maintaining client files and details in customer relationship management (CRM) software, spreadsheets, databases, and other tools
Responding to queries and complaints in a professional, courteous manner and providing referrals to appropriately address requests for further information
Documenting client issues and escalating to other LAO departments as appropriate
Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
Working with exposure to emotionally charged situations, e.g., providing information to agitated clients
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
Ability to efficiently elicit and process the necessary information from a diverse clientele, reasoning out and making sound judgements around eligibility
Excellent verbal and written communication skills with a demonstrated aptitude for interviewing
Organizational skills with excellent attention to detail and the ability to multitask
Knowledge of the larger social justice network in which LAO operates
Proficiency with Microsoft Office Software
Experience in supporting clients in an online chat environment is considered 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

Additional Requirements:
Sufficient actual bandwidth must be available during business hours in addition to any personal use in the home.

Minimum employee home internet requirements include:

Supported: Cable, DSL and Fibre
Not Supported: LTE, Satellite or Wireless
Recommended Minimum Internet Package Posted Speeds: Download: 75 Mbps/Upload: 20 Mbps
Actual required speeds during business hours: Download: 25 Mbps/Upload: 10 Mbps

Currently, the virtual live mandatory training is scheduled between (full participation is required):

Monday May 6 to Wednesday May 29, 2024, and
Monday July 8 to Tuesday July 30, 2024

This position may also require occasional travel to LAO offices upon request.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) Local 525 and, therefore, union dues will be deducted bi-weekly.

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Equity Statement
Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core val