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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
Appointment Type
Perm/Temp: Acting, Lateral Move, Permanent, Promotion, Term
Closing Date
September 30, 2021 11:59 PM Eastern Time
Pool to be created
Yes
Salary range
$52,954 to $58,453
Region
Western
Language
Bilingual Imperative
Requisition number
56292662
For a description of key terms used on CRA job notices, go to Definitions for job seekers.

About the job

Amendment: Linguistic profile

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. Do you have exceptional client service skills? If yes, we want you to join our team! Are you bilingual (proficient in both official languages, English and French)?

Duties

As a Call Centre Agent your main duties will include the following:

  • Conduct interviews by telephone to gather and verify information, request and negotiate payment of outstanding amounts.

Verbally respond to telephone enquiries to inform callers of the status of their accounts and provide basic information regarding the payment, reporting, and filing requirement.

To apply

How to Apply

  1. Create a Candidate Profile at https://www.canada.ca/en/revenue-agency/services/e-services/candidate-profile.html
  2. Select "Apply Online" at the bottom of this specific job posting and follow the steps to complete the questionnaire.

Who can apply

Persons living in Canada and Canadian citizens living abroad.

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

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.

Due to the COVID-19 pandemic, public health recommendations and restrictions are in place across Canada and may change as circumstances evolve. You may be required to temporarily work remotely (e.g. from home). Further information will be provided if you are selected for the position.

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.

If you are considered further, we will notify you 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 hiring 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

Successful completion of two years of secondary school OR the CRA-approved alternative of an acceptable combination of education, training and/or experience.

CRA will accept foreign credentials as long as they are considered acceptable by a recognized Canadian educational institution. Candidates with foreign education credentials are required to provide proof of Canadian equivalency. For more information, you may refer to the Canadian Information Centre of International Credentials.

You must upload your proof of education in the Education section of your Candidate profile 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.

Experience

Experience in providing client service for a minimum of 6 consecutive months in the last 24 months (this may include experience gained in call centre and hospitality environments such as airlines, travel industry and other service type industries)

The onus is on the applicant to describe how they meet the experience requirements in clear and precise detail on the questionnaire. Only applicants who demonstrate that they meet the experience requirements for this advertised position will be considered further.

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) –BBC/BBC
  • Ability to verbally communicate effectively – Pass/Fail
  • Ability to deal with difficult interactions – Pass Mark 70%
  • Values & Ethics – Pass/Fail
  • 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) curriculum. The test 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: If you have previous SLE results, please attach them to your application.

Please carefully follow the instructions in step 3 of your application on how to properly upload and attach your SLE results to your application. We recommend that after submitting your application that you check your application to confirm that your submission includes the document as an attachment.

Want more information on bilingual requirements? See the Definition of Language Requirement.

Try Now! Get an idea of your second language levels through our online self-assessment and decide if you should apply! 

Note: During the pandemic, an alternate testing mechanism may be used in place of the standard SLE testing.

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.

Asset requirements

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

Results from locally developed assessment tools and alternate SLE testing are not portable to other staffing processes.

Additional Staffing Requirements

Second Language Evaluation (SLE) – candidates may be assessed for the BBB/BBB and/or CBC/CBC linguistic profile

Asset

  • Budgetary considerations
  • Availability throughout the duration of an appointment
  • Start date
  • Minimize business disruption
  • Program Continuity
  • Employment Equity
  • Rotational developmental assignments
  • Experience in the program line being staffed
  • A secondary school diploma

Conditions of employment

  • Willingness to work evenings
  • Willing to work any shifts between the hours of 7:00am to 8:00pm
  • Physically work from Surrey (You may be required to temporarily work remotely (e.g. from home).
  • Security: Reliability Status

Operational requirements:

  • 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 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

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 or in subsequent communication to you.

The pool(s) established from this staffing process may be used to staff similar positions within the Surrey NVCC.

Want to know more?

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

The CRA is committed to building a skilled, diverse workforce reflective of Canadian society. To find out more, consult Employment equity, diversity and inclusion at the CRA. We encourage you to complete the Employment Equity (EE) Staffing questionnaire as part of your application if you wish to be considered for staffing actions using the EE staffing requirement in this process. Your questionnaire response will be retained on file for the duration of the staffing process. If you do not complete the questionnaire, you will not be considered for any staffing actions using the EE 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 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.

Contact

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


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