Licensee Data Quality Representative, Client Service Centre, Client & People Services - 18 month contract (Hybrid, Toronto)

November 24 2022
Industries Legal
Categories IP, Patents, Trademarks,
Toronto, ON

JOB PURPOSE:

The Licensee Data Quality Representative is responsible for providing timely, accurate, quality client service to members of the Law Society, as well as to client departments.

QUALIFICATIONS REQUIRED:

  • A college diploma, university degree or equivalent, in business and accounting.
  • A minimum of 2 years’ client service experience in a high-volume environment, ideally in the financial services or legal industry.
  • Demonstrated experience and solid understanding of superior client service.
  • Knowledge of the Law Society, including organizational structure, services, mandate, by-laws, rules and regulations.
  • Knowledge of other legal resources and agencies (Legal Aid, LawPro, Law Foundation) and their relation to the Law Society and the Membership Services function.
  • Clear, concise and articulate verbal and written communication skills in order to compose correspondence, communicate detailed information and provide for explanation and understand in an audience-appropriate format.
  • Proficiency in business software - word processing WORD, spreadsheets EXCEL, databases AS400 , e-mail, the Internet or Intranet, and Microsoft SharePoint.

Client Service Delivery

  • Delivers a range of membership services to Law Society members within CSC and Law Society standards of timeliness, accuracy and quality, including cleaning data in current LSO systems, researching and entering missing information for licensees and businesses, maintaining documentation and preparing reports as required.
  • Will support other data quality related activities relating to licensees as required, including tracking progress of data clean-up activities and identifying/analyzing issues with data.
  • Interacts with other Law Society departments and licensees in order to verify and reconcile licensee information and ensures that information in the licensee database is accurate and up-to-date at all times, modifying member status and licensee information.

Performance Goals, Targets and Standards

  • Contributes to the development of and strives to meet or exceed individual service targets related to accuracy, timeliness and quality of service delivery.
  • Engages in continuous performance improvement (work processes, procedures, and service opportunities) to optimize both individual and team performance.

Team Membership

  • Is a proactive member of the Client Service Centre team, working closely with other staff to exchange information, provide assistance and contribute knowledge in order to ensure accuracy, timeliness and quality in client service delivery.
  • Demonstrates flexibility and commitment to the team in order to maximize resources and support co-workers during peak periods.

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.

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