Administrative Assistant, Intake & Resolution, Professional Regulation (Hybrid, Toronto)

Job title:

Administrative Assistant, Intake & Resolution, Professional Regulation (Hybrid, Toronto)

Company

Law Society of Ontario

Job description

OVERVIEW:JOB PURPOSE:Provides administration and technical assistance to the department, in the timely triage of complaints and assessment of risk. Duties include creating, processing and prioritizing complaint files, identifying and addressing internal and external customer needs, conducting searches and communicating and coordinating the sharing of information between internal and external staff.QUALIFICATIONS REQUIRED:

• Requires completion of a 2-year college program in Legal Secretary, Administration or a related discipline.
• Requires a minimum of 3 years’ experience providing secretarial and administrative support in a confidential environment.
• Knowledge of regulatory division practices and procedures.
• Office practices and legal terminology and procedures related to court filings and orders, legal correspondence, and other documents.
• Microsoft Office Suite / 365 (Word, Excel, PowerPoint, etc.).
• Customer service skills.
• Interpersonal, oral, and written communication, and presentation skills.
• Organizational and multitasking skills with attention to detail.

KEY ACCOUNTABILITIES:Client / Customer Service Delivery

• Provides administrative assistance and support to department staff related to the prioritization, development and processing of complaints.
• Authenticates new complaints to support effective risk management by completing and documenting searches to confirm the correct subject, identify matched and multiple active complaints, flag special complaint types, and conduct external database searches, including interjurisdictional database, immigration consultant and property databases.
• Communicates with complainants where additional information is required.
• Completes tasks relating to requests for review of closed cases by the Complaints Resolution Commissioner, including communicating with the subject of a complaint about the request and outcome.
• Receives, sorts, and distributes incoming mail and telephone messages.
• Creates and maintains electronic cases in accordance with established protocols.
• Maintains integrity of complaint cases by timely keying of accurate, relevant information.
• Answers routine inquiries and completes telephone follow-up on behalf of Intake & Resolution staff ensuring customer service standards are maintained.
• Schedules appointments and meetings, ensuring room set up, required documents, and availability of attendees.

Team MembershipCollaborates with other administrative support team members to optimize workflows, ensure resource utilization and department effectiveness.Identifies gaps in the department’s work processes and procedures, bringing them to the attention of the Administration Manager.Monitors issues and trends related to legal topics and file management and identifies and forwards them to other staff in support of policy development or process change.Manages and participates in developing solutions to optimize both individual and departmental performance and goalsAssists department staff in the effective use of computerized support systems.May undertake assigned special projects.Office Administrative SupportEnsures the efficient, ongoing operation of department office equipment.Advises the Administration Manager regarding resource needs and coordinates the ordering of office supplies.These accountabilities indicate the major duties and responsibilities expected in the job and is not designed to cover or contain a complete or comprehensive listing of all required activities, duties, or responsibilities; incumbents may be asked to perform other assigned duties. WORKING ARRANGEMENT: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. OUR COMMITMENT:The Law Society of Ontario values and respects diversity. We are committed to creating an accessible, barrier-free and inclusive workplace in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please make any requirement you may have for accommodation during the recruitment process known when contacted. If you are unable to apply to this position due to the requirement for an accommodation of any kind, please email us at hr@lso.ca or call 416-947-3438.

Expected salary

Location

Toronto, ON

Job date

Thu, 22 May 2025 07:51:56 GMT

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