Legal Aid Alberta is seeking to fill multiple Full-Time Permanent, Contact Centre Intake Officer positions in our downtown Edmonton office. This position will appeal to an individual that likes to take initiative, is client focused and is exceptionally strong in delivering high-quality results. You will play an important role in the justice system helping some of Alberta’s most disadvantaged people every day. In this position, you will make a positive impact in the lives of thousands of people from diverse backgrounds, including families, youth, new immigrants to Canada, refugees, and marginalized populations in conflict with the law.
Who We Are
We are Legal Aid Alberta. We believe in an Alberta where everyone is able to understand and protect their legal rights. As a publicly funded, non-profit organization, we provide affordable legal services in family law, domestic violence, child welfare, immigration, and youth and adult criminal defense. We are Alberta-wide: Calgary, Edmonton, Fort McMurray, Grande Prairie, Lethbridge, Medicine Hat, Red Deer, Siksika Nation, and Wetaskiwin. We work together to serve Albertans, protecting their rights and ensuring a fair legal process.
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 service delivery guidelines to deliver high 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.
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 in a call centre environment.
• 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

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 focus in customer service
• Working in an inbound 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 situations.
• Ability to adapt in a changing workplace.
• Problem solving attitude

What We Offer
Perks for working with us

• Full Time Salary Starting at – $3,539.16/month
• Monday Through Friday
• RRSP with 7% employer match
• Paid holidays
• Health and dental benefits
• Room to grow your career

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, select “Apply Now” to apply for this position. This competition will remain open until a suitable candidate is found. Please note that only those selected for an interview will be contacted.
Requirements
The successful candidate will be required to provide an acceptable criminal record check.
Shortlisted candidates will have to undergo skill assessment test and must acquire an overall score of 75% or higher to qualify.


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