OVERVIEW
JOB PURPOSE
Disseminates information, delivers services to candidates, clients, and the public, and provides routine responses to escalated inquiries in a timely and efficient manner. Monitors and processes the workflow of daily messages and phone calls. Provides a wide range of confidential administrative and technical support to the Team Lead and Manager, Licensing Process and Experiential Training Programs.
QUALIFICATIONS
Requires completion of a 3-year college program in Business, Administration, or a related discipline.
A minimum of 2 years of experience providing administrative services, preferably in a customer service-oriented environment
Professional knowledge:
Solid understanding of Law Society policies, regulations, and mandate
Administrative support services.
Technical skills:
Microsoft Office Suite / 365 (Word, Excel, PowerPoint, etc.).
Competencies:
Customer service skills.
Analytical and problem-solving skills.
Project coordination, prioritization, and time management skills.
Interpersonal, oral, and written communication, and presentation skills.
Organizational and multitasking skills with attention to detail.
Travels occasionally within Ontario to one or more of the various examination sites and Call to the Bar ceremonies. Travel is limited to specific predetermined dates throughout the Licensing Year.
KEY ACCOUNTABILITIES
Client / Customer Service Planning
Participates in planning activities to support Licensing Process activities and events in collaboration with the Team Lead and Manager, Licensing Process and Experiential Training Programs.
Liaises with service providers, ensuring information is obtained and disseminated in a timely manner and supporting problem resolution.
Maintains and updates process and procedural documentation, prepares requisitions for the production and distribution of materials, and ensures sufficient customer service coverage.
Ensures staff compliance with departmental standards for document retention, storage, and statistical reporting and manages the secure central filing system of candidate special requests.
Client / Customer Service Delivery
Coordinates office activities, schedules meetings and appointments, prioritizes workflow, and prepares and compiles statistical reports through analysis and report development.
Prepares confidential materials and develops and maintains security protocol for confidential administrative files, electronic data, and other sensitive materials.
Provides support in word processing, filing, photocopying, processing of forms, mailing, expense claims and handling inquiries.
Acts as a ‘first point of contact’ with candidates, other departments, Benchers, clients, the Public, and external organizations. Operates under strict deadlines and maintains and promotes unit service level agreements.
Assists in the determination and review of acceptable, non-standard, or ineligible plans / applications, with appropriate recommendations for action by the Team Lead or Manager, Licensing Process and Experiential Training Programs.
Provides accurate information and guidance to candidates, vendors, and educational institutions regarding program requirements, opportunities, alternatives, interventions, and problem resolution.
Ensures timely and accurate daily entry of registration deferrals and reversals.
Acts as a secondary administrator in the Financial Assistance area of the Licensing and Accreditation Department and provides information and feedback to candidates regarding the Repayable Allowance Program (RAP) processes.
Team Membership
Cross trains Administrators in delegated responsibilities.
Maintains areas of responsibility while expanding knowledge and familiarity with other service areas to ensure the consistency of delivery throughout the department.
Engages in continuous performance improvement of own and departmental work processes and procedures, and proactively shares information to improve existing programs and/or identify new opportunities for programs, services, and initiatives.
Complete the assigned special events / projects.
WORKING ARRANGEMENT
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.
OUR COMMITMENT
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.
