Lawyer Service Centre Representative

3 months ago

Toronto, Canada Legal Aid Ontario Full time

**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 first level technical support on the use of LAO Lawyer Portal, and ensuring that information about LAO's tariff and billing policies/procedures are clearly communicated to lawyers and staff expectations through the use of the Lawyer Support Centre.

Reporting to: Team Manager, Lawyer Service Centre

**Key accountabilities**
- Assisting callers in a call-centre environment and providing information in priority sequence
- Responding to queries and complaints in a professional, courteous manner and escalating queries as required
- Entering and maintaining case details in PeopleSoft, Excel Databases, or other software for future review by other LAO staff, including paralegals and/or lawyers
- Accessing client information through the use of PeopleSoft and other computer systems
- Clarifying status of specific legal aid files, in response to telephone inquiries from lawyers
- Trouble-shooting technical issues for online billing including modem connections, portal web address and log-on challenges, user ID's and passwords, etc.
- Composing correspondence and accurately responding to queries regarding LAO's policies and procedures
- Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
- Other related duties as required

**Required skills & experience**
- Expert knowledge of departmental procedures and processes including detailed knowledge of empaneled lawyers payments processes and LAO Portal
- Excellent knowledge of the Legal Aid Tariff as it relates to civil, criminal and immigration law
- Experience and technical skills in providing support to lawyers and their staff
- Excellent written and verbal communication skills
- Excellent customer service skills
- Demonstrated proficiency with PeopleSoft, MS Word and Excel
- Ability to communicate in both English and French is desired
- Demonstrated ability to use latest communication technologies including Smartphones
- Must have intermediate knowledge of the following Microsoft programs; Word, Excel, PowerPoint. Experience with Access would be an asset.

Organizational Competencies
- Client Focus
- Adaptability and Flexibility
- Personal Motivation and Accountability
- Focus on Quality and Best Practice
- Problem Solving and Judgement
- Organizational Awareness
- Teamwork and Collaboration
- Knowledge of languages in addition to English and French is an asset

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 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.

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