Description:
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
- Clarifying 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
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 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) is an asset