Legal Information Officer, Contact Centre - Law Society Referral Service - 10 Month Contract (Remote, Toronto)

Law Society of Ontario•Toronto, ON

59d•Remote

About The Position

The Legal Information Officer is responsible for providing timely, accurate, quality client service to lawyers, licensed paralegals, and the general public, as well as to other Law Society departments and outside agencies. This includes providing referrals, legal information, and legal resources to members of the public and contributing to the development of processes and procedures related to the Law Society Referral Service (LSRS). The role provides support to the public on the LSRS crisis line, which may include providing a referral but often includes helping a member of the public understand what the legal issue is and what sources of assistance may be available, either through the LSO or otherwise.

Requirements

Require a college diploma or university degree (or equivalent), together with a licence from the Law Society as either a paralegal or a lawyer.
Requires demonstrated experience and a solid understanding of superior client service, preferably in a legal or professional regulatory environment. Experience in a customer service and/or call centre environment would be an asset.
Excellent grasp of delivering superior client service
Solid understanding of the Law Society, including organizational structure, services, mandate, by-laws, rules, regulations, and jurisdiction
Knowledge of other legal resources and community-based organizations.
Knowledge of legal concepts and processes as they relate to a legal services or law practice setting.
Clear, concise, and articulate verbal and written communication skills in order to compose correspondence, communicate detailed information and provide audience-appropriate explanations and clarification in both official languages.
Proficiency in word processing (including WORD), spreadsheets (including EXCEL), databases, e‑mail, and the Internet or Intranet.
By submitting your application for employment, you agree to a clearance check of your regulatory history with the Law Society, and to the use of this information in assessing suitability for employment at the Law Society.

Nice To Haves

Experience in a customer service and/or call centre environment would be an asset.

Responsibilities

Assists members of the public by matching their requested criteria to appropriate legal representatives through LSRS and/or to an alternative resource.
Determines database search parameters with the client (legal field, language, etc.), completes the search and provides the referral to the client.
Assists lawyers and paralegals who may wish to subscribe to the service, change their profile, or have questions answered.
Ensures that service is provided in a manner that is timely, as well as sensitive to the needs of the client.
Contributes to the development of, and strives to meet or exceed, individual service targets related to accuracy, timeliness, and quality of service delivery.
Engages in continuous performance improvement (work processes, procedures, and service opportunities) to optimize both individual and team performance.
Proactive member of LSRS, working closely with other Legal Information Officers to exchange information, provide assistance and contribute knowledge to ensure accuracy, timeliness, and quality in client service delivery.
Demonstrates flexibility and commitment to the team to maximize resources and support co‑workers during peak periods.