SP-04 Taxpayer Services Agent – Western Client Contact Centre (Amended)

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

The CRA is committed to providing an inclusive and barrier-free work environment with a diverse workforce that reflects the Canadians we serve. It starts with the hiring process. To find out more about the CRA's actions in support of Employment Equity (EE), diversity and inclusion (DI), and read testimonials from our employees and executives, please visit the following CRA web sites: Employment equity, diversity and inclusion and Our workforce testimonials - Canada.ca.

We encourage you to complete the EEDI Staffing questionnaire as part of your application if you wish to be considered for appointments using the EE and/or DI staffing requirement in this process. Also, ensure that you have provided consent in the EEDI staffing questionnaire for your EEDI information to be used for screening or selection. If you do not complete the questionnaire, you will not be considered for any appointments using the EE and/or DI staffing requirement in this process. If you decide to modify your response or fill out this questionnaire at a later date, please notify the contact listed at the bottom of this notice of job opportunity.

CRA's National EE Staffing Strategy strives to eliminate gaps for the four EE designated groups: Indigenous peoples, persons with disabilities, members of visible minorities, and women. Where an EE gap exists at the time of appointment, EE may be used as an appointment criterion for permanent and temporary appointments over six months made through this process.

Employees are required to work on-site at a CRA-approved location a minimum of three days per week or 60% of their regular monthly work schedule. Individual exceptions may be granted based on individual circumstances and the nature of the work being performed.

At the CRA, we administer tax, benefits and related programs. When you work with us, you have an opportunity to touch the lives of Canadians and be part of a community of over 40,000 employees who take pride in what they do.

We are also about putting people first. We value the importance of creating a healthy and respectful workplace. Our employees are encouraged to be themselves. We value integrity, respect, professionalism, and collaboration. Come join us in supporting service excellence!

Job Duties:

As a Taxpayer Services Agent, the major job duty is to take incoming phone calls from taxpayers and their representatives. The majority of the job duties require individuals to interact and communicate with taxpayers on the phone for up to seven (7) hours a day. As a Taxpayer Services Agent, you will be asked to:

• Provide explanations and/or clarification to clients over the telephone in response to enquiries concerning the filing and processing of Individual or Business Tax Returns
• Explain various social programs administered by the CRA
• Gather information from taxpayers to establish the precise nature of their enquiry or request
• Research possible responses or solutions using a variety of internal and external information sources
• Use techniques and Agency practices to operate various computer applications and systems required to enter information, research, analyze and resolve questions or problems and requests raised by taxpayers, including payment reconciliation

Taxpayer Services Agents offer quality client service to meet the taxpayer's/benefit recipient's needs. As an Agent, you must demonstrate courtesy, empathy and professionalism. This position is ideal for those who like to help others and communicate.

To fully and effectively communicate with taxpayers through the phone, this position requires the use of a headset or handset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer screen.

Work conditions require adapting to change, dealing with stress, and dealing with potentially angry clients.

Please note that we are reviewing the duties/group and level/salary of the job.

To obtain a copy of the work description, please contact: 80VSP4HIREG@cra-arc.gc.ca.
 

Important information about the position:

This staffing process will primarily be used to fill positions with schedules of:

•  Monday to Friday between 8:00am to 6:00pm

Please note:

• Hiring could begin as early as January 5, 2026.
• You may be required to work in the office five (5) days a week.
• Virtual reporting outside of these locations is not possible.

Intent of the process: 

The intent of this staffing process is to establish a pool to staff term (temporary) assignments. This process may be used to staff Bilingual Imperative positions should the business need occur.

The pool established from this staffing process may be used to staff similar positions and positions at lower levels in any CRA office located within the Western Region.

Who can apply:

Any individual residing in Canada, and Canadian citizens and permanent residents residing abroad.

Preference for appointment will be given to veterans, Canadian citizens and permanent residents.

If you are a candidate from the general public, you will have to pay for any expenses related to your participation in this staffing process, as well as any relocation costs if you receive an offer of employment from this process. 

Qualified members and former members of the Canadian Forces who receive an offer of employment are not entitled to relocation costs from the CRA. They may, however, be entitled to a final relocation from the Department of National Defence.

 

We encourage you to submit your application as soon as possible as the closing date and time on this notice of job opportunity may change. 

We may give preference to the first 500 candidates who meet the prerequisite staffing requirements to apply. Candidates are encouraged to submit their online application as soon as possible as assessments will take place in waves, and candidates may be placed in a pool and appointed accordingly. Additional candidates may be considered as needed. If you are considered further, we will notify you in writing of the next step in this staffing process.

Education:

• Successful completion of a secondary school diploma

Proof of Education:

Candidates are responsible to ensure that clear and legible electronic copies of their education credentials are uploaded as attachments into the education factor(s) in the education section of their candidate profile. Failure to do so by the close of this notice of job opportunity may result in your application not being given further consideration.

Note: Your name in your candidate profile of the Integrated Staffing System (ISS) should match the name on your government issued photo ID and your education credentials. If it does not, please correct your name in your candidate profile by logging in to the Careers website or contact the staffing board with any questions/concerns. If your education credentials show a different or former name, please provide proof of legal name change. Failure to upload and/or to provide supporting document(s) will result in your application not being considered further.

Foreign education credentials and designations:

Please note: If you have education credentials or designations completed outside of Canada, please review the following link for additional documentation requirements: Foreign education credentials and designations.

If you have foreign education credentials, you must have your education credentials confirmed by a recognized credential assessment service and provide proof of Canadian equivalency to the staffing board. For more information, visit the Canadian Information Centre for International Credentials.

Any applicable fees are your responsibility.

 

Essential staffing requirements

Experience:

Experience #1

Have experience in:

• Minimum of twelve (12) cumulative months of experience in the last thirty-six (36) months working and/or volunteering with the public in a client service environment, either on the telephone, by written correspondence and/or in person

AND

• Minimum of six (6) cumulative months of experience within the last twenty-four (24) months working with a variety of computer applications. For example, experience using Internet search engines, Microsoft Excel, Microsoft Word, and Microsoft Outlook, etc.

OR

If we do not have enough candidates that meet experience #1, we may also consider those that meet experience #2 listed below:
 

Experience #2

Have experience in:

• Minimum of six (6) cumulative months of experience in the last thirty-six (36) months working and/or volunteering with the public in a client service environment, either on the telephone, by written correspondence and/or in person

AND

• Minimum of six (6) cumulative months of experience within the last twenty-four (24) months working with a variety of computer applications. For example, experience using Internet search engines, Microsoft Excel, Microsoft Word, and Microsoft Outlook, etc.

 

The onus is on the candidate to fully demonstrate that they meet the experience requirements utilizing clear and comprehensive examples. Insufficient information may result in your application not being considered further.

Candidates must have obtained the pre-requisite experience by the close of this notice.

If you have a limitation that may impact your performance during an assessment, such as a test or interview, you may require an accommodation, and we encourage you to ask for it. Assessment accommodations are designed to remove the obstacles without altering the criteria being assessed so candidates with limitations can fully demonstrate their abilities. If we invite you to be assessed, we will send you more information on how to request accommodation measures throughout this staffing process.

Each request will be individually reviewed. You will be asked to provide information regarding your limitations to be reviewed by a trained assessment accommodation advisor. If needed, professional documentation may be requested to determine the appropriate accommodation measures.  All information will be kept confidential. 

For examples of assessment accommodations, please visit: Accommodation during an assessment as a candidate.

Minimum staffing requirements:

• Language requirements:
  • English
  • Bilingual (English and French) (CBC/CBC)
• Performance validation, if required 
• Suitability based on previous employment with the CRA*

*If you are a former CRA employee and your most recent CRA employment period ended in one of the following ways, a case-by-case review will be conducted to determine if the reason(s) for your end of CRA employment impact(s) your ability to meet the staffing requirements for the positions being staffed through this staffing process

1. Rejection on probation
2. Termination of employment for incompetence
3. Termination of employment for misconduct

 

Essential staffing requirements:

The essential staffing requirements indicated below will be assessed during the process and may be used to identify candidates for positions. 

• Unsupervised online test – Korn Ferry Taxpayer Contact I (KFEL-01) – Entry-level test: Korn Ferry cognitive abilities, and behavioural competencies
• Ability to communicate effectively in English – verbal communication
• Dependability
• Performance Validation
   

Asset Staffing Requirements:

• Start date
• Employment Equity
• Budgetary considerations
• Duration of appointment
• Minimize business disruption
• *Experience relevant to the position being staffed
• Availability throughout the duration of the appointment
• Secondary Language Evaluation (SLE)

*Experience may be further defined by specified timelines or activities/duties at the appointment stage. You will be notified in advance of any additional asset staffing requirements to be utilized.

Asset staffing requirements may be used at any stage of the staffing process, including to screen applications for further consideration or to identify a candidate for a position. Make sure you clearly describe how you meet the asset staffing requirement(s), if applicable, in your application.

You will be notified in advance of any additional asset staffing requirements that may be evaluated.

 

Conditions of employment:

• Reliability/Security: Reliability Status
• Requirement to work on the phones
• Willingness to take and successfully complete training in the office
• Willingness to work shifts or a flexible schedule (including evenings, weekends and statutory holidays)
• Physically reside within reasonable commuting distance and work from their assigned Western Client Contact Centre Office (Calgary, AB, Edmonton, AB or Surrey, BC)
• Availability for duration of the assignment

 

We encourage you to read Important information on staffing at the CRA to find out more about staffing processes and how to apply.

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.

Information regarding the status of your application will be communicated via the candidate profile on the CRA Careers site. We strongly encourage you to verify the email address attached to your profile and to check your messages regularly for any updates. In addition to your candidate profile, you should also regularly check your email inbox, including your junk folder, for any correspondence from us.

 

Plan ahead! Collecting required security screening documents can take time, we recommend starting this process early. More information available at:

Applying for Government of Canada jobs: after you apply - Canada.ca

Name: Western Client Contact Centre

Email address: 80VSP4HIREG@cra-arc.gc.ca

 

Please quote requisition number 62046111 on all correspondence.

 

IMPORTANT: You must apply online. Emailed applications will NOT be accepted.