Client Service Specialist

4 months ago

Toronto, Canada Legal Aid Ontario Full time

Union: OPSEU - PO
- Job Number: J0824-1032
- Job Title: Client Service Specialist (24 months)
- Job Type: Contract
- Contract Duration: 24 months
- City, Province, Country: Toronto, Ontario, Canada
- Job Location: Remote - Province Wide
- Job Category: Customer Service / Customer Associates
- Job Classification: FPA4
- Role Designation:
- Fully Remote - Employee works fully remote from an approval off site location- Open Positions: 10
- Posting Date: September 9, 2024
- Closing Date: October 4, 2024
- Salary: $56,039.30 - $64,964.89/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.

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 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 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
- 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

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