The Law Society of Upper Canada

Administrator Complaints & Compliance, Client Service Centre, Corporate Services - contract to July 27, 2018

CA-ON-Toronto
Job ID
2017-1497
# Positions
1
Job Type
Full Time
Years of Experience
1
Term
Contract to July 27, 2018

OVERVIEW

JOB PURPOSE:

 

The Administrator, Complaints & Compliance is responsible for executing a variety of file management functions related to the processes in Complaints & Compliance, including providing administrative, professional and technical support to the Complaints & Compliance unit in the Client Service Centre.  This includes opening and administration of complaint files as well as applications relating to by-law requirements, tracking and logging information in departmental file systems and databases, delegating files to Law Clerks, scanning documents, answering phone calls, and the development of a range of documentation and correspondence.

 

QUALIFICATIONS REQUIRED:

 

  • A college diploma or equivalent.
  • 1 to 3 years’ administrative experience, with varied written communications responsibility, in support of a high volume, front line service department.
  • Excellent grasp of delivering superior client service.
  • Solid understanding of the Law Society, including organizational structure, services, and mandate.
  • Knowledge of the rules, regulations and guidelines of Complaints & Compliance, particularly requirements for case file history, documentation and correspondence.
  • Demonstrated organizational and administrative skills in order to prioritize activities and assignments, and to respond quickly and accurately.
  • Excellent attention to detail and time management skills.
  • Excellent interpersonal skills in order to establish and maintain productive working relationships.
  • Proficiency in word processing (Microsoft Word) , spreadsheets (Microsoft Excel), e-mail, the internet/intranet, database software (AS400), and other Law Society applications.
  • Strong typing skills, with the ability to type 60 error free words per minute.
  • Ability to plan and conduct on‑line and paper file historical searches across multiple databases.
  • Clear, concise and articulate communication skills to effectively respond to the needs of staff, internal clients, licensees, and the public.
  • Well-developed written communication skills in order to develop a range of correspondence and documentation.

 

KEY ACCOUNTABILITIES

Client Service Delivery

 

  • Provides administrative support to the Complaints & Compliance department related to the prioritization, development and processing of complaints, applications and inquiries. 
  • Receives and sorts incoming mail, identifying and prioritizing correspondence, complaints, and applications. 
  • Completes preliminary case file preparation, including historical searches and data entry requirements.  Answers routine telephone and written inquiries. 
  • Forwards/delegates case files to Complaints & Compliance staff and Counsel, and prepares a range of documentation and correspondence on the direction of the Manager, Assistant Managers, Counsel and/or Law Clerks. 
  • Forwards documents to other departments within the Law Society (including Intake & Resolution and Enforcement) as required, and responds to internal and external inquiries related to the status of department files. 
  • Tracks and logs case file information on Law Society databases.                                                                                     
  • Provides administrative support to the Complaints & Compliance department, including, but not limited to, ordering department supplies, documenting correspondence, scanning documents, preparing meeting minutes, and completion of filing and related activities, including managing the storage of closed files. 
  • Provides back‑up to other Complaints & Compliance staff as required, particularly during cyclical periods of peak volumes of work 

Team Membership

 

  • Works effectively with other members of the Complaints & Compliance team. 
  • Contributes to team processes, including prioritizing and coordinating work, exchanging information, and developing effective workflow processes.

 

 

 

 

COMPETENCIES

Service Orientation

 

The requirement to maintain a high standard of commitment, ethics, respect, care in service delivery to clients (internal and/or external).

 

Communication and Interpersonal Skills

 

The requirement to structure and deliver effective verbal and written communication with clients, staff, licensees, the public, and others in a non-threatening and constructive way.

 

Team Orientation

 

The requirement to share responsibility for the achievement of team goals and the associated behaviours required for individuals to contribute effectively in a team environment.

 

Continuous Improvement

 

The requirement to demonstrate an attitude that consistently strives to improve a standard of excellence for one’s self and for the benefit of the organization, its licensees and stakeholders.

 

Problem Solving and Judgement

 

The requirement to identify and analyze problems, determine root causes, evaluate alternative solutions and take and/or recommend appropriate solutions.

 

 Technical Competence / Professional Knowledge

 

The requirement to apply knowledge and skills to carry out the work and/or provide advice. This also includes the quality of advice given, as well as the requirement to make decisions in the best interests of the organization as a whole.

 

 

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