Client Service Representative/ Specialist – Unilingual & French Bilingual (24 months) – Hiring Pool

Union: OPSEU - PO

Job Number: J1024-0902

Job Type: Contract

Contract Duration: 24 months

Job Location: Toronto

Job Category: Customer Service / Customer Associates

Job Classification: FPA3&FPA4

Role Designation: Fully Remote - Employee works fully remote from an approved off-site location

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

Representative:
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

Specialist:
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

This job posting is intended for future hiring consideration. We are gathering applications in advance to establish a pool of qualified candidates for our upcoming hiring cycle. By submitting your application now, you will be considered for this role when it becomes available, allowing us to streamline the process and connect with potential hires more efficiently.

Key accountabilities

Representative:
• 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, moving the caller through LAO’s continuum of services
• Clarifying the status of specific legal aid applications, in response to telephone inquiries from clients and lawyers
• 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

Specialist:
• Assisting callers in a contact centre environment and providing assistance in priority sequence
• Determining applicant’s legal eligibility for legal aid service, following advanced guidelines set out in LAO’s policy and procedures
• Actively soliciting and analyzing 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 on 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 the 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

Representative:
• 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 the larger social justice network in which LAO operates and provides client service
• 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
• Demonstrated Proficiency in oral and written French (as well as English), selected candidates will be tested for Bilingual positions

Specialist:
• 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 attention to detail and the ability to multitask
• Knowledge of the larger social justice network in which LAO operates
• 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 (as well as English), selected candidates will be tested for Bilingual positions

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

To apply, submit a cover letter & résumé.

Additional Requirements:
A dedicated computer system with all required software will be provided to successful candidates throughout their employment, including an Ethernet cable that will need to be connected to an employee-provided high-speed home internet connection.
Sufficient actual bandwidth must be available during business hours in addition to any personal use in the home. Minimum employee home internet requirements include:
- Supported: Cable, DSL and Fibre
- Not Supported: LTE, Satellite or Wireless
- Recommended Minimum Internet Package Posted Speeds: Download: 75 Mbps/Upload: 20 Mbps
- Actual required speeds during business hours: Download: 25 Mbps/Upload: 10 Mbps
The candidate’s existing internet provider and package will be validated during the pre-screening process, based on the physical address provided for the candidate’s remote work location. In some cases, employee internet speeds may need to be increased in order to meet business needs. Only those candidates selected for an interview will be notified.

This position may also require occasional travel to LAO offices upon request.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) Local 525 and, therefore, union dues will be deducted bi-weekly.

Note: If a permanent employee, currently represented by OPSEU, is the successful candidate for this opportunity, they will return to their home position at the conclusion of this assignment, if the position continues to exist.

Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.

First time applying to LAO? You will need to create a profile AND then apply for the position.
Already have an Njoyn account? Just sign in and select "my jobs" to apply.
Once you have successfully applied you will receive a confirmation email.

Trouble applying? For telephone support please call 1-877-427-7717 or email: candidate.njoynhelp@cgi.com.

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