Representative, Membership Services, Client Service Centre, Client & People Services (Hybrid, T[...]

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

Job summary

A legal professional organization in Toronto seeks a client services representative. You will ensure high-quality client service, manage financial transactions, and liaise with stakeholders. Ideal candidates have customer service experience, are detail-oriented, and can work in a hybrid environment. The role offers opportunities for professional development in a commitment to diversity and inclusion.

Qualifications

• Requires a minimum of 2 years of experience providing client service in a high-volume call centre, preferably in the financial services industry.
• Knowledge of the Law Society's organizational structure and services.
• Clear, articulate verbal and written communication skills.

Responsibilities

• Provides membership services including billing and status changes.
• Processes financial transactions and ensures accuracy.
• Collaborates with colleagues for high-quality service delivery.

Skills

Superior customer service

Analytical and problem-solving skills

Interpersonal skills

Organizational skills

Mathematical acumen

Education

Completion of a 2-year college program in Business, Accounting, or a related discipline

Tools

Microsoft Office Suite / 365

LSO’s CRM platform, Ozzie (MS Dynamics)

Microsoft SharePoint

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.).

• LSO’s 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 [e-mail] or call 416-947-3475. We appreciate all interest and will directly contact candidates under consideration.