Contact Centre Intake Officer

Competition Number: LAA-21-43

Job Type: Part-Time, Permanent

Location: Edmonton, AB

Posting: External

Competition Ends: September 21, 2021

Who We Are

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.

Job Description

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 center monitoring.
  • Contributing your ideas to further improve Legal Aid Alberta services.
  • Ensuring the privacy of clients and dealing with sensitive data appropriately.

Qualifications

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.
  • Ability to adapt in a changing workplace.
  • Problem solving attitude

What We Offer

Perks of working with us

  • Salary – $ 1,687/month
  • RRSP with 7% employer match
  • Paid holidays
  • Health and dental benefits
  • Health and personal spending account
  • Christmas closure
  • Room to grow your career

How To Apply

Please send your resume and cover letter to careers@legalaid.ab.ca. Reference competition number [LAA-21-43]. Only those selected for an interview will be contacted.

  • Training for the position may require part time presence at the downtown office initially.
  • Successful candidate(s) would require security clearance.
  • Previous experience working in a legal environment will be an asset.
  • Website: www.legalaid.ab.ca