As a publicly funded, non-profit organization, Legal Aid Alberta provides affordable legal services in family law, domestic violence, child welfare, immigration, and youth and adult criminal defense. We are Alberta-wide, with 300 staff and 1,200 private practice lawyers helping people overcome their legal challenges in more than 75 communities across the province.
Who You Are
Working at Legal Aid Alberta means you care about people and empathize with their situation. You have excellent communication skills especially in tough situations. You understand concepts of data entry, able to multitask and are organized to ensure integrity of records. You are an active listener and able to follow guidelines to deliver quality service to our clients. You work best in a fast-paced work environment and you’re always up for a challenge. You enjoy learning new things, solving problems, and can adapt to change quickly. You care deeply about the success of our team and our organization.
Reporting to the Manager, Client Intake Services, some of the key responsibilities include:
Talking to clients on the phone to determine if they’re eligible for Legal Aid Alberta services.
Referring clients to the appropriate legal team, based on established guidelines.
Answering a high volume of calls professionally and efficiently.
Entering data and record keeping.
Assisting clients with their repayment options.
Developing your service skills through quality assurance feedback and contact centre monitoring.
Contributing your ideas to further improve Legal Aid Alberta services.
Ensuring the privacy of clients and dealing with sensitive data appropriately
Education and Experience:
To be successful in the role, you will have at least 2-3 years of work experience in jobs with a customer service
Working in call center environment will be considered as an asset
You must have a high school diploma
Post-secondary diploma will be an asset
Knowledge and Skills:
Active listening, excellent communication skills and an ability to build rapport and convey empathy
Ability to manage diverse and high-volume calls while completing data entry simultaneously.
High levels of accuracy and attention to detail.
Ability to remain calm and be effective during challenging situation.
Clearly identify if you are applying for Full time or Part time or both positions. If you fail to mention it, the application may not be considered.
Reference competition number LAA-22-02. Only those selected for an interview will be contacted.
Shortlisted candidates will have to undergo skill assessment test and must acquire overall 75% or higher score to qualify.
Legal Aid Alberta has implemented a COVID 19-Vaccination Policy, requiring employees provide proof of vaccination, OR negative results of a privately administered, Health Canada approved rapid antigen, rapid PCR, or lab-based PCR test performed within the preceding 48 hours of attending the office or workplace. This policy will be reviewed monthly and revised or repealed as the COVID-19 situation in Alberta changes.
Successful candidate will be required to provide an acceptable criminal record check.