Job Summary

Serves as the primary point of contact for incoming correspondence, including emails, mail, portal messages, and faxes, within the Contact Centre in the Client Service Centre (CSC). Reviews and assesses correspondence to determine purpose, provide accurate responses to routine inquiries, and ensure proper routing of requests related to legal advice, lawyer referrals, complaints, accommodations, and other services. Provides information and assistance regarding the various functions and activities of the Law Society, and forwards correspondence to the appropriate areas.

Qualifications

• Requires completion of a 2 year college program (in a specialized / technical / trade discipline) in Administration or a related discipline.
• Requires a minimum of 2 years of administrative experience supporting a front-line, high-volume service department.
• Professional knowledge:
  
  • The Law Society’s organizational structure, services, and mandate would be an advantage.
  • The rules, regulations, and guidelines (e.g., requirements for case file history, documentation, and correspondence) would be an advantage.
  • Understanding the legal industry and legal terminology would be an advantage.
• Technical skills:
  
  • Proficiency in Microsoft Office Suite / 365 (Word, Excel, PowerPoint, etc.).
  • Planning and conducting online and paper file historical searches in multiple databases.
  • Database software (e.g., Microsoft 365 Dynamics CRM) is an asset.
• Competencies:
  • Customer service skills.
  • Project coordination, prioritization, and time management skills.
  • Interpersonal skills to effectively respond to the needs of staff, internal clients, licensees, and the public.
  • Written communication to develop a range of correspondence and documentation.
  • Organizational and multitasking skills with attention to detail.
  • Ability to navigate sensitive and potentially adversarial situations with empathy, professionalism, and respect, balancing organizational requirements with individual concerns to achieve fair and effective outcomes.

Correspondence & Client Communication:

• Reviews and assesses incoming correspondence from internal departments and external stakeholders (emails, mail, portal messages, faxes), distinguishing between legal advice requests, general inquiries, and complaints.
• Responds to routine inquiries and redirects or escalates high-risk, or time-sensitive correspondence (e.g., legal notices, court documents) to the Team Leader / Manager or Office of the General Counsel, ensuring timely and accurate handling.
• Prioritizes and routes correspondence related to existing files (complaints, tasks, applications, service requests) to maintain workflow efficiency and prevent delays.
• Researches and provides accurate information to internal and external stakeholders on a broad range of practice, professional, and service-related topics, maintaining a high standard of customer services.
• Collaborates with internal departments to coordinate service requests and ensure consistent and accurate communication across all responses.
• Responds to licensee inquiries on a wide range of practice, professional, and service-related topics (e.g., CPD, status changes, address updates, fees, reinstatements), directing them to available online resources or the appropriate case owner or department, while maintaining professionalism and high standards of customer service.

Administrative Support & Coordination:

• Provides administrative support for accommodation requests, including verifying information, contacting requestors for clarification, and forwarding complete information to the Team Leader for processing.
• Manages accommodation-related phone calls and sensitive or potentially adversarial correspondence with empathy, professionalism, and composure, applying active listening and conflict resolution skills.
• Reviews the organization’s external and internal website to stay informed of updates, upcoming events, available resources and changes, ensuring all communication references reflect accurate and current information.
• Reviews and compares scanned mail to original mail received, filing original mailed correspondence.
• Performs operational tasks such as scanning and preparing meeting minutes.

Team Membership:

• Contributes to team processes, including prioritizing and coordinating work, exchanging information, and developing effective workflow processes.
• Provides backup for other staff, particularly during peak work volumes.

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.

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 hr@lso.ca or call 416-947-3475. We appreciate all interest and will directly contact candidates under consideration.