French Bilingual Lawyer Service Centre Representative

Legal Aid Ontario; Toronto; Remote; CAD 55,000 - 70,000; Full time

Benefits offered by this job

Health and wellness benefits

Paid time off

OPSEU Pension Plan

Job summary

Legal Aid Ontario is seeking a dedicated IT support specialist to join the Lawyer Service Centre. This role provides first-level technical support for the LAO Lawyer Portal and helps ensure billing policies are clear to lawyers and staff. You will work with PeopleSoft, Excel, and Word to maintain case data and resolve portal issues.

The position supports a hybrid work model with remote capabilities and a focus on equity and client service delivery.

Qualifications

• Completion of a business/accounting program or equivalent experience.
• Expert knowledge of LAO procedures including lawyer payments and LAO Portal.
• Strong knowledge of the Legal Aid Tariff across civil, criminal and immigration law.
• Experience supporting lawyers and staff with technical issues.
• Excellent written and verbal communication and customer service.
• Proficiency with PeopleSoft, Word and Excel; knowledge of smartphones.
• Ability to work bilingually in English and French.

Responsibilities

• Provide first level technical support for the LAO Lawyer Portal.
• Communicate tariff and billing policies to lawyers and staff.
• Enter and maintain case details in PeopleSoft and Excel databases.
• Troubleshoot online billing, portal access, and log-in issues.
• Respond to queries and escalate as needed.
• Identify areas for improvement in client service delivery.

Skills

Communication skills

Customer service

Technical support

PeopleSoft

MS Word

Excel

PowerPoint

Bilingual English/French

Smartphone proficiency

Education

Business or accounting program

Tools

PeopleSoft

MS Word

Excel

PowerPoint

Access

Job description

Company Bio

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

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 is responsible for providing first level technical support on the use of LAO Lawyer Portal, and ensuring that information about LAO's tariff and billing policies/procedures are clearly communicated to lawyers and staff expectations through the use of the Lawyer Support Centre.

Home Location: Fully Remote - Work from Home

Reporting to: Team Manager, Lawyer Service Centre

Key accountabilities

• Assisting callers in a call-centre environment and providing information in priority sequence
• Responding to queries and complaints in a professional, courteous manner and escalating queries as required
• Entering and maintaining case details in PeopleSoft, Excel Databases, or other software for future review by other LAO staff, including paralegals and/or lawyers
• Accessing client information through the use of PeopleSoft and other computer systems
• Clarifying status of specific legal aid files, in response to telephone inquiries from lawyers
• Trouble-shooting technical issues for online billing including modem connections, portal web address and log-on challenges, user ID's and passwords, etc.
• Composing correspondence and accurately responding to queries regarding LAO's policies and procedures
• Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
• Other related duties as required

Required skills & experience

• Completion of a business/accounting program and/or an equivalent combination of education and experience acquired through past work experience dealing with the interpretation and application of procedural legislation and regulations
• Expert knowledge of departmental procedures and processes including detailed knowledge of empaneled lawyers payments processes and LAO Portal
• Excellent knowledge of the Legal Aid Tariff as it relates to civil, criminal and immigration law
• Experience and technical skills in providing support to lawyers and their staff
• Excellent written and verbal communication skills
• Excellent customer service skills
• Demonstrated proficiency with PeopleSoft, MS Word and Excel
• Demonstrated ability to use latest communication technologies including Smartphones
• Must have intermediate knowledge of the following Microsoft programs; Word, Excel, PowerPoint. Experience with Access would be an asset.
• This position is a designated bilingual position, candidates must be able to provide services in both English and French.

Organizational Competencies

• Client Focus
• Adaptability and Flexibility
• Personal Motivation and Accountability
• Focus on Quality and Best Practice
• Problem Solving and Judgement
• Organizational Awareness
• Teamwork and Collaboration

What do we offer?

At Legal Aid Ontario, we are committed to fostering a supportive and rewarding work environment for our employees. Our comprehensive benefits package reflects this commitment and is designed to enhance both professional and personal well-being.

We have a comprehensive health and wellness program that include dental, health and life insurance along with Basic Accidental Death & Dismemberment (AD&D) Insurance, Short-Term Disability (STD), and Long-Term Disability (LTD) coverage.

Employees at Legal Aid Ontario also enjoy generous paid time-off policy including vacation days, illness days, discretionary days and statutory holidays.

Employees are eligible to be enrolled to OPSEU Pension Plan, administered by OPSEU Pension Plan Trust Fund (OPTrust).

Equity Statement

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.