Contact Centre Intake Officer (CCIO) – Inbound Call Centre (Permanent)

Competition Number: LAA-21-06

Job Type: Full-Time, Permanent

Location: Edmonton, Alberta

Posting: External

Competition Ends: When suitable applicant found.

About Legal Aid

Legal Aid Alberta is a Centre of Excellence that helps vulnerable Albertans across the province at some of the most difficult times in their lives. Through professional, effective and accessible services that support better outcomes for our clients, we make a difference in the lives of Albertans and deliver value that extends beyond those who receive our services.

Job Description

Are you passionate about helping Albertans? Come join our excellent team.

As a Contact Centre Intake Officer (CCIO), you are a client’s first point of contact with Legal Aid Alberta. You will assess and determine eligibility for Legal Aid services and guide clients through to the service that may help them resolve their legal issues.

CCIOs complete assessments over the phone for eligible criminal, family, and immigration matters. Whether it is a parent dealing with a family law issue, a youth who has been arrested, or a new immigrant making a refugee claim, CCIOs are trained to respond to the calls.

If you want to grow your career, make a difference, and be a part of an exceptional team, send us your resume.

Position Description

Based on pre-defined criteria, you will obtain information, and financial data from the client over the phone to determine service and financial eligibility for applications involving criminal, family, civil and immigration law.

Here are some of your key responsibilities:

  • Handling high volume in-bound calls to obtain information from client.
  • Answering client calls professionally and efficiently and entering client information and financial data accurately into CRM.
  • Handling different assigned phone queues including but not limited: General, Remand, Youth, Live Answer, Payments, Live Chats etc.
  • For criminal matter, accessing JOIN to validate client legal issue and court date (where applicable) and entering information accurately into CRM.
  • Referring client (based on legal issue) to Duty Counsel, Assessment Team or forwarding offer to appropriate lawyer based on a defined appointing process.
  • Referring clients to RCAS or Legal Aid website for assistance for specific family matters
  • Creating a standard monthly payment plan upon initial contact for new and existing clients as applicable based on established guidelines.
  • Contacting clients on a rotational basis to negotiate payment arrangements and taking payment from a client.
  • The Contact Centre Intake Officer may be assigned on a rotational basis to review and resend rejected offers.
  • Participating in special projects, focus groups, and performing other duties as assigned.

Qualifications

The Education, Knowledge and Experience you bring to this role:

  • Post-secondary education in administration or other related fields.
  • Previous experience in a law firm, banking or in insurance – Considered an asset.
  • Experience as an agent using live chat – Considered a strong asset.
  • Experience interacting with clients to conduct assessments and / or provide service is essential
  • Prior Contact/Call Centre experience is – Considered an asset.
  • Knowledge of Criminal/Family/Civil/Immigration Law procedures and terminology – Considered an asset.
  • Experience handling live chats in a technical environment.
  • Experience with JOIN, Great Plains and Moneris is an asset

What success in this role requires?

  • Uncompromising attitude toward high standard customer service.
  • Ability to organize and transcribe real-time client interactions to a variety of computer applications (CRM tools)
  • Application of good judgment, critical thinking, and problem-solving skills with a focus on client satisfaction.
  • Ability to relate with our clients from diverse background.
  • Ability to juggle multiple tasks in a fast paced, high volume Call Centre environment.
  • High level of accuracy, attention to detail, client-focused and quality-oriented performance.
  • Professional phone etiquette and the ability to perform effectively under tight deadlines.
  • Strong Communication skills (written, verbal and listening).
  • Demonstrated ability to utilize effective and efficient call flow techniques to skillfully govern the client through the application process.
  • Understanding of basic financial processes
  • Motivated to learn and develop.
  • A high level of comfort working with technology and a keen enthusiasm for learning new systems including computer literacy of MS Office (Word, Excel and Outlook)
  • Understanding of databases and various computer applications

Some of what we offer:

  • Salary: $3,374/month
  • RRSP with 7% employer match.
  • Paid holidays
  • Health and Dental Benefits
  • Earned Day Off (EDO)

How To Apply

 If you got excited at the prospect of being a part of our team and you meet the minimum qualifications, please forward your resume to careers@legalaid.ab.ca  referencing posting number LAA-21-06.

 This competition will remain open until positions are filled. Only those applicants selected for an interview will be contacted.

Notes:

  • You must be able to meet security clearance for Department of Justice databases (e.g. JOIN).
  • Applicants selected for an interview will be required to complete pre-employment skill assessments.
  • Preference will be given to individuals with proven customer service experience in an in-bound Call Centre, banking, insurance, and other related fields.