Bilingual Client Service Specialist
1 month ago
Union: OPSEU
- Job Number: J0823-0287
- Job Title: Bilingual Client Service Specialist (12 months)
- Job Type: Contract
- Contract Duration: 12 months
- City, Province, Country: Toronto, Ontario, Canada
- Job Location: Toronto
- Job Category: Customer Service / Customer Associates
- Role Designation:- Open Positions: 5
- Posting Date: August 14, 2023
- Closing Date: September 8, 2023
- Salary: $52,159.32 - $60,466.93/YearLegal 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.
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 value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.
We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.
Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.
**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.
- 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
- Knowledge of the larger social justic
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