Taxpayer Services Agent, Business Enquiries Contact Centre, New Brunswick Tax Services Office (Amended)

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

The CRA is looking for motivated candidates to fill various positions as Taxpayer Services Agents. Apply now, do not miss out on this opportunity!

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.

 

Duties

Working in a fast paced contact centre environment and/or teleworking. Successful candidates will be required to complete the following duties:

• Responds to a variety of enquiries or requests related to tax matters, CRA administered programs and related accounts.
• Performs various calculations to determine tax or CRA administered program requirements, elections, entitlements, or administrative relief.
• Educates taxpayers by providing information and promoting available services.

The agent offers quality client service to meet the taxpayer's/benefits recipient's needs. They must demonstrate civility, empathy and professionalism. This position is ideal for those who like to help others and communicate with taxpayers and benefit recipients in answering their enquiries.

Come work for the CRA, one of the Top 100 Employers in Canada!

Language Requirements: - Bilingual imperative (CBC/CBC)

Candidates must be able to work in both official languages, English and French. Second Language Evaluation (SLE) testing will be administered, as required.  If you already possess valid results from the Public Service Commission's SLE test, please inform the contact person mentioned on this notice by email to ATL-NBAdmin@cra-arc.gc.ca.

If you would like to prepare yourself for the SLE tests, please visit the Public Service Commission website.

In the case where you have previously written the SLE and you do not have the official copy of your results, you can request these results by fax from the Public Service Commission at 613-992-9694 or from the following Internet address: Confirmation of Previous Test Results. You must include your name, date of birth, fax number or your personal address as well as your Personal Record Identifier (PRI), if you have one.

If you have valid results, please inform the contact person mentioned on this notice by email to ATL-NBAdmin@cra-arc.gc.ca (please include requisition number).

Who can apply

Persons living in Canada and Canadian citizens living abroad.

AND eligible veterans and Canadian Forces members

AND individuals with preferred status who live or work within the general rule of minimum distance of the position(s) being staffed.

Please note that this process will be used to staff positions at various NBTSO locations.  Given the current COVID 19 situation, teleworking (virtual reporting) may be considered for successful candidates residing within a reasonable daily commuting distance of the Bathurst, Moncton and Saint John locations.  Candidates would need to periodically report to one of these office locations depending upon operational needs. 

Successful candidates are required to have access to reliable/stable High Speed Internet and reliable/stable cellular service to carry out daily job duties.  If you do not have access to High Speed Internet or cellular service, you may be required to report to the nearest work site in Saint John, Moncton, or Bathurst areas.

 Additionally, successful candidates must have a secure area in their home to work from.

If you are a candidate from the general public, you will have to pay any relocation costs if you receive an offer of employment from this process.

Qualified veterans, members and former members of the Canadian Forces who are appointed are not entitled to relocations 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.  You must submit your application on-line through your candidate profile.  

We may give preference to the first 100 candidates who meet the staffing requirements to apply.  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.

 

NOTE:  Candidate applications will be reviewed at periodic intervals throughout the advertising period.  Candidates who meet the prerequisites may be invited to assessment prior to the closing date of the notice of job opportunity. Candidates who meet the essential assessment will be added to the qualified pool .

 

Essential Staffing Requirements

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

 

Essential Education:

A secondary school diploma (high school diploma) or CRA - approved alternatives

 

Asset Education:

Preference may be given to those who have post-secondary accounting course:

Introductory Accounting or Accounting or Introductory Financial Accounting or FA1 or Module 1 CPA Prep - Introductory Financial Accounting

Note:  By the closing date and time of this poster, you must upload your education credentials in the education section of your Candidate Profile to demonstrate that that you meet the essential education requirements.  If you do not provide proof of education, your candidacy may not be considered further.

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. Any applicable fees are the responsibility of the candidate. For more information, you may refer to the Canadian Information Centre of International Credentials at Canadian Information Centre of International Credentials

 

Experience:

Experience dealing with the public either in person and/or on the telephone.

Only applicants who demonstrate that they meet the experience requirements for this advertised position will be considered further. Failure to provide sufficient information, by the closing date, will result in those applicants being screened out.

 

Resume
Along with your application please ensure that you attach your most recent resume to your application.  Note: You must first upload your resume to the Documents section of your Candidate Profile.

Essential

The essential staffing requirements indicated below will be assessed during the process and may be used to identify candidates for positions.  Asset staffing requirements may also be assessed during the staffing process and may be used to identify candidates for positions.  You will be notified in advance of any asset requirements to be evaluated.

Please note: Testing will be done via telephone and/or online. Candidates must have access to reliable telephone and internet services and make themselves available within the prescribed times.

• Cognitive Abilities, Behavioral Competencies, Traits and Drivers – Unsupervised Internet Test
• Professionalism and Ethics (Pass/Fail)
  • This qualification will be evaluated throughout all phases of the staffing process using principles governing ethics and professionalism by direct or indirect observations. Therefore a candidate who would show lack of ethic or professionalism could be excluded from the process without warning.
• Performance Validation - reference check (names and contact information for two (2) supervisory references is required)
• Second Language Evaluation

The following five qualifications will be assessed via interview:

• Interpersonal skills
• Dependability
• Organizational fit
• Information seeking techniques (encompassing conflict resolution and communication skills)
• Comprehension analysis

 

The staffing asset requirements listed below may be assessed/applied.  Additional asset staffing requirements may also be identified and used as part of this staffing process.  Any additional asset requirements will be communicated to candidates prior to being used. 

• Budget considerations
• Qualifications
• Additional education or training
• Employment Equity
• Minimize business disruption
• Start date
• Duration of appointment
• Experience* related to the job duties
  • *This experience factor may be used as a staffing requirement to identify a candidate for appointment.  The above experience requirements may be further defined or specified based upon the length of time gaining this experience.

IMPORTANT:   Virtual assessments will be conducted by telephone, video conference or other alternate formats where possible.  During virtual assessments the candidate must have access to a telephone, stable/reliable internet connection and privacy for the duration of the assessment. Certain software/Apps may be required to complete the assessment. It is required to have access to a desktop or laptop computer during the assessments to allow you to participate fully at the assessment stage. Candidates may not be accompanied by other individuals during their assessment.

You are expected to make yourself available for assessment when scheduled. Assessments will only be rescheduled for exceptional circumstances and supporting documentation may be requested by the Staffing Board. The Staffing Board will make these decisions on a case by case basis. Candidates from the general public are responsible for travel expenses (if any) incurred to attend assessments.

 

NOTE:  Candidate applications will be reviewed at periodic intervals throughout the advertising period.  Candidates who meet the prerequisites may be invited to assessment prior to the closing date of the notice of job opportunity. Candidates who meet the essential assessment will be added to the qualified pool .

 

Conditions of employment

Reliability/Security :  Reliability Status

Successful applicants interested in positions must be available to attend training for a period of up to 6 weeks.  This training may be onsite or via virtual technology. 

As a new employee you are expected to successfully complete your training, with classroom assessments and follow the CRA standards and expectations. 

Candidates eligible to telework during the current COVID 19 situation who are offered positions via this process will be required to have access to reliable high-speed internet, cell phone reception, and a secure workplace in their home.  Additionally, successful applicants may have to travel to one of either the Bathurst, Moncton, or Saint John offices periodically for training, meetings, or in the event of equipment issues, including:

• Complete orientation prior to the start of virtual training
• Complete on the job training after virtual training

 

Hours of work:

• Term contract offers will be made for work hours of 10:00 – 8:00 pm Monday to Friday and 8:30-5:00pm on Saturdays.
• Conditions of employment include being able to fulfill the hours of work, therefore candidates should only apply if they can do so.

 
This process may be used to staff teams reporting virtually from Saint John, Moncton and Bathurst locations within the NB Tax Services Office.  Successful candidates who are not eligible to telework should be prepared to work from one of these locations.

• Willingness to work overtime
• Willingness to travel
• Valid Driver's license or personal mobility to a degree normally associated with the possession of a driver's license
• Willingness to work on evenings and/or on weekends
• Willingness to work shifts or a flexible schedule (including weekends and statutory holidays)

Physically work from (Bathurst, Moncton or Saint John)

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.

Email address: Atl-NBAdmin@cra-arc.gc.ca   (Please include the requisition number)