Bilingual Client Service Representative

3 weeks 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
The incumbent will use their excellent client service skills and knowledge of Legal Aid Ontario to meet client needs and expectations through the use of a telephone based Client and Lawyer Support Centre.

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 providing information in priority

sequence
- Accessing client information through the use of PeopleSoft and other computer systems
- Providing Public Legal Information and where appropriate and moving the caller through LAO’s continuum of services
- Entering and maintaining case details in PeopleSoft, Excel Databases, or other software for future reference by other LAO staff
- Communicating eligibility for Legal Aid services based on completion of a legal and financial assessment
- Documenting client issues and escalating to other LAO departments or District Offices
- Referring applicants that have been refused or that don’t meet established assistance guidelines to seek other legal and/or government services, including the lawyer referral service, legal clinics, and duty counsel, where appropriate
- Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
- 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
- Other related duties as required

Required skills & experience
- Excellent verbal and written communication skills and sound judgement for supporting clients
- Excellent customer service skills with the proven ability to empathetically manage difficult client relationships while effectively resolving outstanding issues or problems.
- Knowledge of LAO and its operations (as they relate to family, criminal and immigration law, and duty counsel processes) to directly provide outstanding service to our diverse client base
- Knowledge of the larger social justice network in which LAO operates and provides client service
- An understanding of LAO's policies, procedures, financial and legal eligibility criteria
- Organizational skills with excellent attention to detail and the ability to multitask
- Knowledge of and experience with Aboriginal Peoples culture is considered an asset
- Demonstrated competency with PeopleSoft software will be considered an asset
- Demonstrated competency with Microsoft Office software

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.

Currently the training classes are schedule to begin Monday, March 27, 2023 and run till April 21, 2023. This position will also require occasional travel to LAO offices upon request..

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Equity Statement

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to diversity and inclusion. Accommodations are available upon request.
Legal Aid Ontario encourages applicants from equity seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis descent, persons with disabilities, women, members of racialized communities and the 2SLGBTQ+ community. We recognize the value of diversity, equity and inclusion and are committed to addressing systemic barriers, and 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.

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