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Call Centre Agent , SP03, Collections and Verification Branch, Surrey National Verification and Collection Centre, Bilingual Imperative (Amended)

This notice of job opportunity is closed and you can no longer submit an application.

Group and level
SP-003
Location
Surrey NVCC
Appointment Type
Anticipatory: Acting, Lateral Move, Permanent, Promotion, Term
Closing Date
October 13, 2019 11:59 PM Eastern Time
Pool to be created
Yes
Salary range
$58,307 to $64,361
Region
Western
Language
Bilingual Imperative
Requisition number
54079559
For a description of key terms used on CRA job notices, go to Definitions for job seekers.

About the job

AMENDMENT: Essential education and experience.  Candidates who have previously submitted an application for this process do not need to reapply.

Don't miss out on your opportunity to work for one of the Top 100 Employers in Canada !

The CRA offers employment in an exciting, fast-paced call centre environment. Join our team! 

Duties

Duties may include but are not limited to:

  • Conduct interviews by telephone to gather and verify information, request and negotiate payment of outstanding amounts within prescribed parameters, request missing returns and provide a legal warning to taxpayers.
  • Initiate changes to correct errors identified on taxpayer accounts.
  • Verbally respond to telephone enquiries pertaining to system-generated letters and provide general collection and compliance information.
  • Review information available on Agency systems and conduct private sector database searches from inside the office to locate taxpayers, taxpayer information and telephone contact numbers.
  • Gather and verify taxpayer contact information, recovery sources and other relevant information and input data on to Agency electronic diaries.
  • Refer unresolved accounts, or accounts meeting a predetermined criteria to other staff within the Agency.

Please note that we are reviewing the salary of this position.

To apply

Who can apply

Persons living in Canada and Canadian citizens living abroad.

Preference for appointment will be given to veterans and to Canadian citizens, in that order.

Please note that this process will be used to staff positions in Surrey only. As a result, we expect candidates appointed from this process to relocate to this location. Candidates from the general public will have to pay any expenses related to relocation as well as any travel for assessments. 

Proof of Canadian citizenship will be required at the assessment stage.

Qualified veterans and members of the Canadian Armed Forces who are appointed are not entitled to relocation costs from the CRA. They may, however, be entitled to a final relocation from the Department of National Defence.

Applicants who do not meet the criteria required to apply on this staffing process will not be considered and will not be contacted.

We may give preference to the first 500 candidates who apply and meet the staffing requirements and consider other applications as needed. If your application is successful, you will be notified in writing of the next step in this staffing process. We encourage you to submit your on-line application as soon as possible as applications will be reviewed on an on-going basis. Assessment and appointment may take place prior to the poster closing. Furthermore the closing date and time on this notice of job opportunity may change. We may extend it if we do not have enough candidates apply or shorten it if we have a large number of candidates apply.

Essential Staffing Requirements

To be eligible, you'll need to meet the following requirements.

Education

A secondary school diploma.

You must upload your proof of education in the Education section of your Candidate profile in ISS by the closing date and time indicated on this notice of job opportunity demonstrating that you meet the education requirement. Failure to do so may result in your application being rejected.

Note: You must download your academic credentials in the Education section in your Candidate Profile before the closing date and time of this notice to demonstrate that you meet the essential education requirements.

Assessment

Essential

Any essential staffing requirements indicated below will be assessed/applied at a later date and may be used for appointment. 

The following essential staffing requirements WILL be assessed. In order to be in the qualified pool, candidates must achieve the pass marks indicated below:

  • Second Language Evaluation (SLE) –B/B/C
  • Ability to verbally communicate effectively – Pass mark 70%
  • Ability to deal with difficult interactions – Pass Mark 70%
  • Values & Ethics – Pass/Fail
  • Reference Check: Dependability Pass/Fail
  • Performance validation

Second Language Evaluation
Candidates must be bilingual and be able to demonstrate their capabilities to work in English and French by achieving at least a BBC rating on the Public Service Commission's Second Language Evaluation (SLE) test. The SLE is designed to evaluate second language proficiency to the required linguistic profile of BBC: B level for Reading Proficiency, B level for Written Expression, and C level for Oral Proficiency.

If you have previously written the SLE and require a copy of your results, you may request a copy from the Public Service Commission (PSC) at: http://www.psc-cfp.gc.ca/ppc-cpp/test-examen-result/result-eng.htm

Note: Please upload your SLE results to your Candidate Profile.

The Public Service Commission of Canada (PSC) has launched new self-assessment tests of written expression and reading comprehension.

These self-assessment tests offer candidates an indication of the proficiency level they may achieve on the official Second Language Evaluation (SLE) tests of written expression and reading comprehension. It is important to note that the results are not official and cannot be used in lieu of the PSC's official SLE test results.

These self-assessment tests are currently available on the PSC Web site. 

The assessments for the Ability to Communicate Effectively and the Ability to Deal with Difficult Interactions may be conducted once the candidates have achieved level B for Reading Proficiency and level B for Written Expression.

Results from standardized assessment tools are portable to other staffing processes. Results from locally developed assessment tools are not portable to other staffing processes.

Asset requirements

Any asset staffing requirements indicated below may be applied/assessed at a later date and may be used for appointment.

The following qualifications may be assessed:

• General Competency Test: Level 1 (GCT1) - Pass mark 18/50 or higher

• Ability to use computer, including key boarding skills (pass/fail)

Results from locally developed assessment tools are not portable to other staffing processes. 

Additional Staffing Requirements: 

Asset

  • Experience in providing client service
  • Budgetary considerations
  • Availability throughout the duration of an appointment
  • Start date
  • Minimize business disruption
  • Business Continuity
  • Employment Equity
  • Rotational developmental assignments
  • Experience in the program line being staffed

Candidates are expected to make themselves available for assessment when scheduled. Please note that there will be no rescheduling without extenuating circumstances. If you fail to present yourself at your scheduled testing or interview session, you will be deemed to have withdrawn from this process and will not be considered further.

Conditions of employment

  • Willing to travel
  • Willingness to work on evenings
  • Willingness to take and successfully complete training, a period of up to 8 weeks, 37.5 hours per week from Monday to Friday. Part time hours may be considered.
  • You must be able to attend training daily for a period of up to 8 weeks and you must arrive on time each day (Monday to Friday 37.5 hours per week)
  • Willingness to be part of a flexible workload team
  • Willingness to work in a Call Centre environment which is limited to only telephone work
  • Willingness and ability to work on the telephone (using a head set) for extended periods of time; both Outbound and Inbound calls
  • Willingness to work in an environment where difficult conversations with clients may occur in daily interactions
  • Willing to work shifts between the hours of 7:00am to 8:00pm
  • Physically work from Surrey
  • Security: Reliability Status

Appointment

Before proceeding with appointments from this staffing process, the manager will give priority for appointment to individuals with CRA preferred status.

Appointments made from this staffing process will be based on one or more of the staffing requirement(s) identified on this notice.

Want to know more?

For more information on staffing at the CRA and how to apply go to General information on staffing.

For a description of key terms used on CRA job notices, go to Definitions for job seekers.

The CRA is committed to building a skilled, diverse workforce reflective of Canadian society. CRA employees support the economic and social well-being of Canadians, and build public trust. We have high expectations, and our employees are held to the standards of conduct outlined in our Code of integrity and professional conduct and Directive on conflict of interest, gifts and hospitality, and post-employment.

Contact

Email address: PAC-StaffingProcesses#5382@cra-arc.gc.ca


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