Representative, Membership Services, Client Service Centre, Client & People Services - contract until December 27, 2024 (Hybrid, Toronto)

JOB PURPOSE:

The Membership Services Representative (MSR) is responsible for the providing timely, accurate, quality client service to licensees of the Law Society, as well as to client department and outside agency constituents. This includes provision of financial and administrative services to licensees (fee adjustments, status changes, letters of status, certificates of standing, LSO Portal support, processing of photo id cards, diploma replacements), completion of financial transactions on behalf of licensees (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 questions relating to professional liability insurance.

QUALIFICATIONS REQUIRED:

• A college diploma, university degree or equivalent, in business and accounting.
• A minimum of 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, Law Foundation) and their relation to the Law Society and the Membership Services function.
• 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.
• Proficiency in business software - word processing WORD, spreadsheets EXCEL, database AS400, e mail, the Internet or Intranet, LSO's internal Ozzie platform, and Microsoft SharePoint.

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).

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.