Client Service Specialist

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
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.
- A solid understanding of LAO's policies, procedures, financial and legal eligibility criteria and experience in making decisions on the eligibility of legal aid applicants
- 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
- Intimate knowledge of LAO and its operations (as they relate to civil law, criminal law, and duty counsel processes) to provide outstanding service to our diverse client base
- Knowledge of the larger social justice network in which LAO operates
- Demonstrated competency with the PeopleSoft system and proficiency with Microsoft Office Software
- Experience in supporting clients in an online chat environment is considered an asset
- Demonstrated Proficiency in oral and written French is 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

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 for internal applicants training will be from Monday April 24, 2023 to May 25, 2023. For external applicants the training classes are scheduled to begin Monday March 27, 2023 until April 21, 2023 and then again from Monday May 29, 2023 to June 29, 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 cons

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