Legal Information Officer, Contact Centre - Law Society Referral Service - 1 Year Contract (Rem[...]

Law Society of Ontario; Remote; CAD 60,000 - 80,000; Full time

Job summary

A legal regulatory body in Canada is seeking a Legal Information Officer to provide comprehensive client service, ensuring the timely delivery of accurate legal information and resources. The ideal candidate will have a college diploma or degree and a license from the Law Society, combined with excellent communication skills and client service experience in a legal context. The role includes supporting clients through a remote working model, with occasional office meetings in Toronto.

Benefits

Diversity and inclusion commitment

Flexible work arrangements

Equal opportunity employer

Qualifications

• Demonstrated experience in client service, preferably in a legal environment.
• Exceptional verbal and written communication skills in both official languages.
• Understanding of the Law Society’s structure and regulations.

Responsibilities

• Assist clients by matching them with appropriate legal representatives.
• Conduct database searches and provide referrals to clients.
• Support lawyers and paralegals with service inquiries.

Skills

Client service excellence

Communication skills

Knowledge of legal resources

Technical proficiency (WORD, EXCEL)

Education

College diploma or university degree

License from the Law Society as a paralegal or lawyer

Job description

OVERVIEW

Job Summary

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.

Qualifications

• 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.
• Professional Knowledge:
  • 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.
• Technical skills:
  • 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.

KEY ACCOUNTABILITIES

Client Service Delivery

• 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.

Performance Goals, Targets and Standards

• 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.

Team Membership

• 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.

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 remote, where the employee will work from home in Ontario, but may be expected to come into the office during team meetings to the Toronto location. 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 [e-mail] or call 416‑947‑3475. We appreciate all interest and will directly contact candidates under consideration.