Description:
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 provides direct client service in a call-centre type-environment to clients and lawyers regarding any payment inquiries.
Home Office: Provincial Office, Client Account Services department - Toronto
Secondary/Other Locations: Remote
Reporting to: Manager, Resource Center/Client Account Services
LAO is in the process of developing an organization-wide hybrid workplace model, taking into consideration the range of services and roles performed throughout the organization. During this development phase, the work of this role is hybrid and structured to provide greater remote work, but some in-person presence will be required.
Key accountabilities
- Take calls in priority sequence in a call-centre type-environment and assist callers by providing information relating to contribution agreements, judgment debtor costs and any other matter regarding outstanding debt to LAO
- Access PeopleSoft system to access data regarding outstanding balances, interest owing, lien payouts, registered securities, etc.
- Verify, code and process payment amounts submitted by clients or lawyers, prepare deposits as necessary and enter information into the PeopleSoft system
- Prepare all necessary documentation required to remove registered liens from the Sheriff’s Office or Land Title’s Office
- Liaise with a variety of external parties including lawyers, sheriff’s offices, banks, collection agencies, credit counselling services, etc, as well as, internal parties such as district offices, and all other LAO departments
- Mail out copies of file correspondence as requested by clients and solicitors
- Review requests for lien postponements as well as hardship inquiries and recommend appropriate action after thoroughly investing each inquiry; escalate complicated matters to appropriate manager or General Counsel’s office, as required.
- Prepare memos, discharge letters and other general correspondence.
- Meet with clients in person, on occasion, to explain LAO’s policies and procedures with respect to collections and outstanding debts owed.
- Other related duties as required
Required skills & experience
- An ability to communicate in clearly, professionally and in a calm manner.
- A solid understanding of the accounts receivable/collections function including familiarity with registered securities such as liens, judgement debtors, writs of seizure, etc.
- Knowledge of LAO office and administrative policies and procedures specifically related to the collection function
- Excellent customer service skills with the proven ability to empathetically manage difficult client relationships while effectively resolving outstanding issues or problems.
- Strong verbal and written communication skills required to clearly convey information to clients and lawyers.
- Ability to perform basic equations including calculation of ratios and percentages.
- Organizational skills with excellent attention to detail and the ability to work under pressure and to sometimes tight deadlines.
- Demonstrated competency with the PeopleSoft system and proficiency with Microsoft Office (Word, Excel, Outlook).
Organizational Competencies Expected:
- Problem-solving and judgement
- Adaptability and flexibility
- Teamwork and collaboration
- Focus on quality and best practice
- Personal motivation and accountability
- Organizational awareness
- Excellent written and oral communication skills