Law Society of Ontario

  • Membership Services Representative, Client Service Centre, Corporate Services - Contract to December 27, 2019

    Job Location CA-ON-Toronto
    Job ID
    2018-1644
    # Positions
    1
    Job Type
    Full Time
    Years of Experience
    2
    Term
    Contract/Secondment until December 27, 2019
  • OVERVIEW

    JOB PURPOSE:

     

    The Membership Services Representative (MSR) 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, letters of status, certificates of standing, LSUC Portal support, processing of photo id cards, diploma replacements), completion of financial transactions on behalf of members (adjustment of invoices, and refunds) and provision of timely accurate information in response to licensees’ Continuing Professional Development requirement and other membership service inquiries.

     

    The Membership Services Representative will also assist paralegals with reviewing and inputting professional liability insurance information into the database.

     

    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.
    • Knowledge of other legal resources and agencies (Legal Aid, LawPro, Law Foundation) 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, the Internet or Intranet, and Microsoft SharePoint.
    • 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, certificates of standing) to Law Society members within CSC 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, certificates), and receives and processes member payments (cash, credit, debit) related to reinstatement from administrative suspension 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, and service opportunities) to optimize both individual and team performance.

     

    Team Membership

     

    • Is a proactive member of the Membership Services team, working closely with other Representatives 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

    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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