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.
Based on pre-defined criteria, the Contact Centre Intake Officer obtains information and financial data from the client to determine service and financial eligibility. Applications involving criminal, family, civil and immigration law will be completed over the phone within our Contact Centre.
Key Responsibilities include:
Handling high volume in-bound calls to obtain information from client
Professionally and efficiently answer client calls seeking service from LAA
Handling different assigned phone queues including but not limited: General, Remand, Youth, Live Answer, Payments, etc.
Entering client information and financial data accurately into CRM
Where necessary, this position may task the matter(s) pending additional information from the client or awaiting internal activities in order to complete the assessment
For criminal matter, accessing JOIN to validate client legal issue and court date (where applicable) and enter 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
The Contact Centre Intake Officer may be assigned on a rotational basis to review and resend rejected offers.
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
Taking payment from a client
Participating in special projects, focus groups, or acting as a subject matter expert for client services process or change initiatives
Performing other duties as assigned
Education, Knowledge and Experience:
Post-secondary education in administration -considered an asset
Previous experience in a law firm – 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 preferred
Knowledge of Criminal/Family/Civil/Immigration Law procedures and terminology – considered an asset
Success in this role requires:
Application of good judgment, critical thinking and problem solving skills
Ability to relate with clients from diverse background
Ability to thrive in a fast paced, high call volume and live chats environment while remaining calm when dealing with clients
High levels of accuracy, attention to detail, client-focused and quality-oriented performance
Professional phone etiquette and the ability to perform effectively under tight deadlines
Strong information gathering and good listening skills
Demonstrated ability to utilize effective and efficient call flow techniques to skillfully govern the client through the application process
Ability to interpret and apply Legal Aid Rules, Board & Administrative Policies, Processes and Procedures with sound judgment
Must be motivated to learn and develop
A true commitment to a position as a Call Centre representative
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:
Required – Ability to organize and transcribe real-time client interactions to a variety of computer applications (CRM tools)
Required – Ability to handle live chats in a technical environment
Experience with JOIN, Great Plains and Moneris is an asset
You must be able to meet security clearance for Department of Justice databases (e.g. JOIN).
Preference will be given to individuals with proven customer service experience in an in-bound call centre
Applicants selected for an interview will be required to complete pre-employment skill assessments.
How To Apply
If you got excited at the prospect of being a part of our team when you reviewed this posting and you meet the minimum qualifications, please forward your resume to [email protected]referencing posting number LAA-20-68.
This competition will remain open until the position is filled. Only those applicants selected for an interview will be contacted.