Administrative Assistant, Intake & Resolution, Professional Regulation (Hybrid, Toronto)

Law Society of Ontario; Toronto; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

The Law Society of Ontario is seeking an Administrative Assistant to provide support in managing complaints and ensuring effective customer service. This hybrid role involves administrative tasks, collaboration with team members, and maintaining office operations. Ideal candidates will have a college diploma and relevant experience in a confidential environment, along with strong organizational and communication skills.

Qualifications

• Minimum of 3 years’ experience providing secretarial and administrative support in a confidential environment.
• Knowledge of regulatory division practices and procedures.
• Proficiency in office practices and legal terminology.

Responsibilities

• Provides administrative assistance and support to department staff related to the prioritization and processing of complaints.
• Authenticates new complaints to support effective risk management.
• Communicates with complainants where additional information is required.

Skills

Customer service skills

Interpersonal skills

Organizational skills

Communication skills

Multitasking skills

Education

Completion of a 2-year college program in Legal Secretary, Administration, or a related discipline

Tools

Microsoft Office Suite / 365

Job description

OVERVIEW

JOB PURPOSE:

Provides administration and technical assistance to the department, in the timely triage of complaints and assessment of risk. Duties include creating, processing, and prioritizing complaint files; identifying and addressing internal and external customer needs; conducting searches; and communicating and coordinating the sharing of information between internal and external staff.

QUALIFICATIONS REQUIRED:

• Completion of a 2-year college program in Legal Secretary, Administration, or a related discipline.
• Minimum of 3 years’ experience providing secretarial and administrative support in a confidential environment.
• Knowledge of regulatory division practices and procedures.
• Office practices, legal terminology, and procedures related to court filings, orders, legal correspondence, and other documents.
• Proficiency in Microsoft Office Suite / 365 (Word, Excel, PowerPoint, etc.).
• Customer service skills.
• Interpersonal, oral, written communication, and presentation skills.
• Organizational and multitasking skills with attention to detail.

KEY ACCOUNTABILITIES

Client / Customer Service Delivery

• Provides administrative assistance and support to department staff related to the prioritization, development, and processing of complaints.
• Authenticates new complaints to support effective risk management by completing and documenting searches to confirm the correct subject, identify matched and multiple active complaints, flag special complaint types, and conduct external database searches, including interjurisdictional database, immigration consultant, and property databases.
• Communicates with complainants where additional information is required.
• Completes tasks related to requests for review of closed cases by the Complaints Resolution Commissioner, including communicating with the subject of a complaint about the request and outcome.
• Receives, sorts, and distributes incoming mail and telephone messages.
• Creates and maintains electronic cases in accordance with established protocols.
• Maintains the integrity of complaint cases by timely keying of accurate, relevant information.
• Answers routine inquiries and completes telephone follow-up on behalf of Intake & Resolution staff, ensuring customer service standards are maintained.
• Schedules appointments and meetings, ensuring room setup, required documents, and attendee availability.

Team Membership

• Collaborates with other administrative support team members to optimize workflows, resource utilization, and department effectiveness.
• Identifies gaps in the department’s work processes and procedures, bringing them to the attention of the Administration Manager.
• Monitors issues and trends related to legal topics and file management; identifies and forwards them to support policy development or process change.
• Manages and participates in developing solutions to optimize performance and goals.
• Assists department staff in the effective use of computerized support systems.
• May undertake assigned special projects.

Office Administrative Support

• Ensures the efficient operation of department office equipment.
• Advises the Administration Manager regarding resource needs and coordinates the ordering of office supplies.

Note: These accountabilities highlight major duties and are not exhaustive; incumbents may be asked to perform other duties as assigned.

WORKING ARRANGEMENT

The Law Society has adopted a Distributed Workforce Model to promote flexibility, agility, and maximize productivity. Work arrangements will be role and department-specific. The position is classified as hybrid, with regular work location flexibility between home and office, as communicated during recruitment.

OUR COMMITMENT

The Law Society of Ontario values diversity and is committed to an accessible, inclusive workplace in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please inform us of any accommodation needs during the recruitment process by contacting [e-mail] or calling 416-947-3438.