Team Lead II
Top Benefits
About the role
Team Lead II - Membership Services
Position Summary
Reporting to the Senior Manager, Membership Services, the Membership Services Team Lead is someone who provides guidance, and leadership to a group of people within the unit. The Team Lead relays clear instructions to team members and provides ongoing coaching, training, and assistance in support of the membership initiatives. The incumbent is also responsible for performing administrative duties related to the membership invoicing, updating information, and lapsing process.
The incumbent administers the policies and procedures of the association in all areas of data processing, to ensure the accuracy and integrity of the Association’s Membership database. In addition, the Membership Services Team Lead provides ongoing support and assistance to members of the profession and the public at large. The CBA provides a variety of benefits including a 33.75-hour work week, summer hours, and holiday closure in December.
Location
66 Slater Street, Suite 1200 Ottawa, ON
Languages
The CBA delivers services in both of Canada’s official languages. Fluent bilingual skills, both written and oral, are an asset
Annual Salary
$
37.62 per hour
Responsibilities
- Lead team members with skills to build confidence, product knowledge, and communication skills
- Report to management on teamwork and present weekly reviews
- Collaborate to onboard new employees and guide them to become team players
- Administration of the membership renewal program (including processing and delivery of membership renewal invoices, reminders, welcome packages, and onboarding program)
- Provide exceptional client service in responding to inquiries and issues from members regarding their membership status, benefits and services, fee categories, and payment of fees
- Maintain and update both financial and demographic information and ensure data protocols are adhered to
- Be aware of opportunities to use technology or other automated processes to continually improve the efficiency and effectiveness of processing
- Provide support duties to other Member Service Representatives
- Work in cooperation with other CBA staff as required to carry out duties
- Handle inquiries from members of the profession and the public at large through email and telephone contact
- Other related duties as requested/assigned by the Senior Manager
Qualifications
Education
- Completion of post-secondary school or equivalent
Experience
- Three years of experience working with a member/customer database, preferably working with iMIS
- Three years experiences working in customer support in a similar role
- Familiarity with customer service and best practices
- Solid experience in evaluating, troubleshooting, and following up on customer issues
Skills and Abilities
- Ability to work in fast-paced environments
- Ability to create a culture of collaboration among colleagues
- Good understanding of customer service, basic computer skills, and basic accounting
- Strong organizational, interpersonal, and communication skills
- Working knowledge of Word; Excel and Outlook
- Working knowledge and basic understanding of utilizing member/customer databases to provide excellent customer service
- Ability to work in a team-oriented environment
- Ability to take direction, work independently, plan, organize, and prioritize workloads
Interested candidates must submit a cover letter and resumé.
We sincerely thank all applicants for their interest. However, we will only contact those under consideration. All applicants are encouraged to join the CBA Talent Community which establishes a list that may be considered for similar positions of various tenures.
The CBA is committed to the principles of equity, diversity, and inclusion in its learning, work environments, and in its operations. We encourage applications from traditionally marginalized groups. We believe in and promote the rights of all persons with disabilities as outlined in the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA 2005) and its related Accessibility Standards Regulations. To meet this obligation, the CBA will make appropriate accommodations available upon request. Please inform the CBA, in advance, of the need for accommodation(s) during the recruitment and selection process to ensure your equal participation. Requests can be made by email to HR (@) cba.org.
No Agency, please.
About Canadian Bar Association
The CBA is a professional organization that provides educational and networking opportunities for lawyers. Representing more than 36,000 lawyers, judges, notaries, law teachers, and law students from across Canada, the CBA is committed to enhancing the professional and commercial interests of a diverse membership and to protecting the independence of the judiciary and the Bar.
Team Lead II
Top Benefits
About the role
Team Lead II - Membership Services
Position Summary
Reporting to the Senior Manager, Membership Services, the Membership Services Team Lead is someone who provides guidance, and leadership to a group of people within the unit. The Team Lead relays clear instructions to team members and provides ongoing coaching, training, and assistance in support of the membership initiatives. The incumbent is also responsible for performing administrative duties related to the membership invoicing, updating information, and lapsing process.
The incumbent administers the policies and procedures of the association in all areas of data processing, to ensure the accuracy and integrity of the Association’s Membership database. In addition, the Membership Services Team Lead provides ongoing support and assistance to members of the profession and the public at large. The CBA provides a variety of benefits including a 33.75-hour work week, summer hours, and holiday closure in December.
Location
66 Slater Street, Suite 1200 Ottawa, ON
Languages
The CBA delivers services in both of Canada’s official languages. Fluent bilingual skills, both written and oral, are an asset
Annual Salary
$
37.62 per hour
Responsibilities
- Lead team members with skills to build confidence, product knowledge, and communication skills
- Report to management on teamwork and present weekly reviews
- Collaborate to onboard new employees and guide them to become team players
- Administration of the membership renewal program (including processing and delivery of membership renewal invoices, reminders, welcome packages, and onboarding program)
- Provide exceptional client service in responding to inquiries and issues from members regarding their membership status, benefits and services, fee categories, and payment of fees
- Maintain and update both financial and demographic information and ensure data protocols are adhered to
- Be aware of opportunities to use technology or other automated processes to continually improve the efficiency and effectiveness of processing
- Provide support duties to other Member Service Representatives
- Work in cooperation with other CBA staff as required to carry out duties
- Handle inquiries from members of the profession and the public at large through email and telephone contact
- Other related duties as requested/assigned by the Senior Manager
Qualifications
Education
- Completion of post-secondary school or equivalent
Experience
- Three years of experience working with a member/customer database, preferably working with iMIS
- Three years experiences working in customer support in a similar role
- Familiarity with customer service and best practices
- Solid experience in evaluating, troubleshooting, and following up on customer issues
Skills and Abilities
- Ability to work in fast-paced environments
- Ability to create a culture of collaboration among colleagues
- Good understanding of customer service, basic computer skills, and basic accounting
- Strong organizational, interpersonal, and communication skills
- Working knowledge of Word; Excel and Outlook
- Working knowledge and basic understanding of utilizing member/customer databases to provide excellent customer service
- Ability to work in a team-oriented environment
- Ability to take direction, work independently, plan, organize, and prioritize workloads
Interested candidates must submit a cover letter and resumé.
We sincerely thank all applicants for their interest. However, we will only contact those under consideration. All applicants are encouraged to join the CBA Talent Community which establishes a list that may be considered for similar positions of various tenures.
The CBA is committed to the principles of equity, diversity, and inclusion in its learning, work environments, and in its operations. We encourage applications from traditionally marginalized groups. We believe in and promote the rights of all persons with disabilities as outlined in the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA 2005) and its related Accessibility Standards Regulations. To meet this obligation, the CBA will make appropriate accommodations available upon request. Please inform the CBA, in advance, of the need for accommodation(s) during the recruitment and selection process to ensure your equal participation. Requests can be made by email to HR (@) cba.org.
No Agency, please.
About Canadian Bar Association
The CBA is a professional organization that provides educational and networking opportunities for lawyers. Representing more than 36,000 lawyers, judges, notaries, law teachers, and law students from across Canada, the CBA is committed to enhancing the professional and commercial interests of a diverse membership and to protecting the independence of the judiciary and the Bar.