Representative, Membership Services, Client Service Centre, Client & People Services (Hybrid, Toronto)
Representative, Membership Services, Client Service Centre, Client & People Services (Hybrid, Toronto)
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Job Description
OVERVIEW
JOB PURPOSE:
Delivers timely accurate and high-quality client service to licensees internal departments and external stakeholders by supporting a range of financial and administrative functions (e.g. fee adjustments status changes certificates of standing LSO portal support processing Law Society ID Cards diploma replacements etc.). Handles financial transactions on behalf of licensees such as invoice adjustments and assists with credits to licensees accounts. Responds to inquiries related to continuing professional development (CPD) requirements and membership services and provides guidance to paralegals regarding professional liability insurance.
QUALIFICATIONS REQUIRED:
Requires completion of a 2-year college program in Business Accounting or a related discipline.
Requires a minimum of 2 years of experience providing client service in a high-volume call centre preferably in the financial services industry.
Professional knowledge:
Superior customer service particularly related to financial services.
Knowledge of the Law Society including organizational structure services mandate by laws rules and regulations.
Knowledge of other legal resources and agencies (e.g. Legal Aid LawPRO Law Foundation etc.) and their relation to the LSO and the Membership Services function.
General accepted accounting principles (GAAP) and internal controls.
Technical skills:
Microsoft Office Suite / 365 (Word Excel PowerPoint etc.).
LSOs CRM platform Ozzie (MS Dynamics).
Microsoft SharePoint.
Competencies:
Customer service skills.
Analytical and problem-solving skills.
Interpersonal oral written and presentation skills. Clear concise and articulate verbal and written communication skills to compose correspondence convey detailed information and provide explanations in an audience-appropriate format.
Organizational and multitasking skills with attention to detail.
Mathematical acumen.
KEY ACCOUNTABILITIES
Client / Customer Service Delivery
- Provides a range of membership services including billing status changes and certificates of standing in accordance with Client Service Centre (CSC) and Law Society standards for timeliness accuracy and quality.
- Liaises with internal departments and external agencies to verify and reconcile member information ensuring that the member database remains current and accurate including updates to status and financial records.
- Contributes to the achievement of individual service targets related to accuracy timeliness and quality of service delivery.
Financial Responsibility
- Processes financial transactions related to fee-for-service member offerings such as Law Society ID cards and certificates and handles payments (cash credit debit) for reinstatements from administrative suspensions and other fee-related services.
- Ensures the accuracy of all financial transactions and compliance with internal controls and departmental accounting procedures.
Team Membership
- Collaborates with other Representatives to exchange information share expertise and provide support to ensure accurate timely and high-quality service delivery.
- Demonstrates flexibility and strong team orientation by assisting colleagues and maximizing resources during peak periods (e.g. suspensions bar admissions).
- Actively participates in continuous improvement initiatives to enhance work processes procedures and service delivery supporting optimal individual and team performance.
WORKING ARRANGEMENT
The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility and to maximize employee productivity and engagement. Work arrangements will be determined by role and departmental requirements. The working arrangement for this position has been classified as hybrid where the employee will regularly flex their work location between home and office. The specific application of this will be communicated to applicants contacted during the recruitment process.
OUR COMMITMENT
The Law Society of Ontario is an equal opportunity employer that is committed to diversity and inclusion. We welcome applications from persons representing the diversity of our community. We are committed to creating an accessible barrier-free and inclusive workplace and are committed to continuing compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please make any requirement you may have for accommodation during the recruitment process known when contacted.
If you are unable to apply to this position due to the requirement for an accommodation of any kind please email us at or call . We appreciate all interest and will directly contact candidates under consideration.
Required Experience:
Unclear Seniority
Employment Type
Unclear
