The Law Society of Upper Canada

Membership Services Representative, Client Service Centre, Corporate Services -contract to November 29, 2019

CA-ON-Toronto
Job ID
2017-1508
# Positions
1
Job Type
Full Time
Years of Experience
2
Term
Contract to November 29, 2019

OVERVIEW

JOB PURPOSE:

 

The Membership Services Representative is responsible for the providing timely, accurate, quality client service to members of the Law Society, as well as to client department and outside agency constituents.  This includes provision of financial and administrative services to members (fee adjustments, status changes), completion of financial transactions on behalf of members, and provision of timely accurate information in response to membership service inquiries.

 

QUALIFICATIONS REQUIRED:

  • A college diploma, university degree or equivalent, in business and accounting.
  • 2 years’ client service experience in a high volume call centre environment, ideally in the financial services industry.
  • Demonstrated experience and solid understanding of superior client service, particularly related to a financial services perspective.
  • Knowledge of the Law Society, including organizational structure, services, mandate, by‑laws, rules and regulations, or willingness to learn.
  • Knowledge of other legal resources and agencies (Legal Aid, LawPro) and their relation to the Law Society and the Membership Services function.
  • Proficiency in business software ‑ word processing (Word), spreadsheets (Excel), databases (AS400) , e‑mail and the internet/intranet.
  • Understanding of internal controls and generally accepted accounting principles.
  • Clear, concise and articulate verbal and written communication skills in order to compose correspondence, communicate detailed information and provide for explanation and understand in an audience‑appropriate format.

KEY ACCOUNTABILITIES

Client Service Delivery

  • Delivers a range of membership services (billings, status changes) to Law Society members within Client Service Centre and Law Society standards of timeliness, accuracy and quality. 
  • Interacts with other Law Society departments and outside agencies in order to verify and reconcile member information, and ensures that information in the member database is accurate and up‑to‑date at all times, modifying member status and financial information. 

Financial Responsibility

  • Completes financial transactions related to fee‑for‑service member services (photo ID cards), and receives and processes member payments (cash, credit, debit) related to suspension reinstatement and payment of fees. 
  • Ensures that financial transactions are accurate and in compliance with internal controls and departmental accounting procedures. 

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, service opportunities) to optimize both individual and team performance. 

Team Membership 

  • Is a proactive member of the Membership Services team, working closely with other MSR’s to exchange information, provide assistance and contribute knowledge in order to ensure accuracy, timeliness and quality in client service delivery. 
  • Demonstrates flexibility and commitment to the team in order to maximize resources and support co‑workers during peak periods (suspensions, bar admissions).

COMPETENCIES

Communication (not a designated bilingual job)

  • Expresses thoughts clearly and concisely in both verbal and written communications.
  • Behaves in a manner which is discreet, confidential and sensitive to the personal and professional needs of others.
  • Resolves conflicts with others in a constructive and appropriate manner, remaining calm under difficult / stressful situations.

Service Orientation

  • Acts appropriately, in a professional manner, exercising sound  judgement, while demonstrating awareness and sensitivity to societal values and diversity  when dealing with clients.
  • Takes responsibility for commitments made to clients.

Team Orientation

  • A supportive and cooperative team member, who goes out of his / her way to make a positive contribution.
  • Willingly shares knowledge and expertise with other members of the team.

Quality of Work

  • Demonstrates a high level of professionalism, knowledge and courtesy.

Quantity of Work

  • Meets or exceeds departmental goals for timeliness, accuracy and other established criteria. 

Initiative and Resourcefulness

  • Makes suggestions for work flow and process improvements.

Job Knowledge

  • Knows all the necessary elements of own job to a satisfactory level and has a solid working knowledge of relevant topics.

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