Lawyer Service Centre Representative

Union: OPSEU PO
Job Number: J0425-0448
Job Title: Lawyer Service Centre Representative (12 months)
Job Type: Contract
Contract Duration (months): 12 months
City, Province, Country: Remote, Ontario, Canada
Job Location: Remote
Job Category: Customer Service / Customer Associates
Role Designation:
Fully Remote - Employee works fully remote from an approval off site location
Open Positions: 1
Posting Date: April 22, 2025
Closing Date: April 2+, 2025
Salary: $56,03+.30 - $64,+64.8+/Year


Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.

Primary function
This position is responsible for providing first level technical support on the use of LAO Lawyer Portal, and ensuring that information about LAO's tariff and billing policies/procedures are clearly communicated to lawyers and staff expectations through the use of the Lawyer Support Centre.

Home Location: Fully Remote - Work from Home

Reporting to: Team Manager, Lawyer Service Centre

Key accountabilities
Assisting callers in a call-centre environment and providing information in priority sequence
Responding to queries and complaints in a professional, courteous manner and escalating queries as required
Entering and maintaining case details in PeopleSoft, Excel Databases, or other software for future review by other LAO staff, including paralegals and/or lawyers
Accessing client information through the use of PeopleSoft and other computer systems
Clarifying status of specific legal aid files, in response to telephone inquiries from lawyers
Trouble-shooting technical issues for online billing including modem connections, portal web address and log-on challenges, user ID's and passwords, etc.
Composing correspondence and accurately responding to queries regarding LAO's policies and procedures
Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
Other related duties as required
Required skills & experience
Completion of a business/accounting program and/or an equivalent combination of education and experience acquired through past work experience dealing with the interpretation and application of procedural legislation and regulations
Expert knowledge of departmental procedures and processes including detailed knowledge of empaneled lawyers payments processes and LAO Portal
Excellent knowledge of the Legal Aid Tariff as it relates to civil, criminal and immigration law
Experience and technical skills in providing support to lawyers and their staff
Excellent written and verbal communication skills
Excellent customer service skills
Demonstrated proficiency with PeopleSoft, MS Word and Excel
Ability to communicate in both English and French is desired
Demonstrated ability to use latest communication technologies including Smartphones
Must have intermediate knowledge of the following Microsoft programs; Word, Excel, PowerPoint. Experience with Access would be an asset.

Organizational Competencies
Client Focus
Adaptability and Flexibility
Personal Motivation and Accountability
Focus on Quality and Best Practice
Problem Solving and Judgement
Organizational Awareness
Teamwork and Collaboration
Knowledge of languages in addition to English and French is an asset

Final candidates for this position will be required to undergo a criminal record check.

To apply submit a cover letter & résumé.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) Local 525 and, therefore, union dues will be deducted bi-weekly.

Note: If a permanent employee, currently represented by OPSEU, is the successful candidate for this opportunity, they will return to their home position at the conclusion of this assignment, if the position continues to exist.

Only those candidates selected for an interview will be notified. Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.

First time applying to LAO? You will need to create a profile AND then apply for the position.
Already have an Njoyn account? Just sign in and select "my jobs" to apply.
Once you have successfully applied you will receive a confirmation email.

Trouble applying? For telephone support please call 1-877-427-7717 or email: candidate.njoynhelp@cgi.com.