Law Society of Ontario

  • Licensing Process Representative, Licensing and Accreditation, Professional Development & Competence

    Job Location CA-ON-Toronto
    Job ID
    2018-1677
    # Positions
    1
    Job Type
    Full Time
    Years of Experience
    4
    Term
    Permanent
  • OVERVIEW

    JOB PURPOSE:

     

    The Licensing Process Representative is responsible for the dissemination of information and delivery of services to candidates, clients, and the public, providing responses to both routine and more complex enquiries in a timely and efficient manner as well as monitoring and processing the workflow of daily mail, faxes, email and phones.

     

    QUALIFICATIONS REQUIRED:

     

    • A college diploma or equivalent.  
    • Minimum of 4 years’ client service related experience in a high volume, front line service department environment.
    • Excellent grasp of delivering superior client service by phone, post, email or in person.
    • Solid understanding of the Law Society, including organizational structure, services, mandate, rules and regulations currently in use.
    • Knowledge of systems and databases (LAWS, Scanning, and the AS400/Infinium).
    • Proficiency in MS Word, Excel and Outlook, databases, e mail, and the internet or intranet.
    • Clear, concise and articulate communication skills to effectively respond to members and clients’ enquiries and requests.
    • Experience on the AS400 or other databases preferred.

    KEY ACCOUNTABILITIES

    Client Service Delivery

     

    • Assists the Team Manager and the Coordinator, Licensing Process with the daily and orderly provision of candidate service delivered by PD&C. 
    • Responds to all walk in, phone or written enquiries and processes related requests. 
    • Screens all mail and enquiries to determine appropriate action required to satisfy requests within the policies, procedures and guidelines, which may range from Licensing Process information, policy clarification, to procedural, processing, and general information on all services provided by the Licensing & Accreditation department and the Law Society.
    • Ensures urgent matters are resolved or delegated promptly to the appropriate manager or department and tracked for timely completion. 
    • Collaborates with other departments to secure additional information, transfer requests or seek resolution on behalf of candidates, clients or the public.
    • Enters and updates admission, registration, financial and record keeping information into the LAWS database. 
    • Performs quality control checks and provides feedback, as required. Ensures the proper logging, tracking and filing of transactions and correspondence and coordinates the updates to application information and the LAWS database.
    • Maintains reports relating to the fulfillment of the requirements for application and completion of the various components of the Licensing Process. 
    • Responds to problematic issues, striving for mutually agreeable outcomes on behalf of the Law Society and the candidates.
    • Prepares and submits benchmark statistics, provides database reports as required by the department management team.
    • Engages in continuous performance improvement of work processes within the Licensing & Accreditation department to optimize both individual and team performance.

     

    Team Membership

     

    • Works closely with the Coordinator, Licensing Process and the Team Manager in providing the necessary information and assistance to ensure that enquiries and requests are responded to in an accurate, professional, efficient and timely manner. 
    • Assists with team processing of work  during peak periods, such as data entry, statistics gathering, record keeping updates, Call to the Bar ceremonies, licensing examinations, attendance, application and registration processing, and file checking.
    • Ensures candidate accounts are maintained accurately and in a timely manner.

    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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