Description:
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 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)
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