Image of 4 smiling people talking amongst themselves while viewing monitors.

SP-03 Bilingual Call Centre Agent

Group and level
SP-003
Location
875 Heron Road / 875, rue Heron
Appointment Type
Temporary: Acting, Lateral Move, Term
Closing Date
February 03, 2023 11:59 PM Eastern Time
Pool to be created
Yes
Salary range
$52,954 to $58,453
Region
Ontario
Language
Bilingual Imperative
Requisition number
58547110
For a description of key terms used on CRA job notices, go to Definitions for job seekers.

About the job

CRA prioritizes diversity and inclusion and is firmly committed to providing a diverse workforce that reflects the population we serve.  CRA’s National Employment Equity (EE) Staffing Strategy strives to eliminate EE 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/staffing actions over six months made through this process.


Job Duties: 
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.

Verbally respond to telephone enquiries pertaining to system-generated letters and provide general collection and compliance information.

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.

Language Requirements:
Bilingual imperative BBC/BBC

The pool established from this staffing process may be used to staff similar positions.

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

To view the complete work description click here: SP0254. If you cannot access the link, you may contact the email listed at the bottom of the notice to obtain a copy of the work description.


Please be aware that this position will also include the following:
•    The use of a headset or handset for prolonged periods
•    Sitting and working at a computer screen for extended periods of time

Important information about the position:
•    This is anticipated to be a term/contract position
•    Terms/contracts may be extended based on performance, operational requirements and budget available
•    Permanent positions may be awarded at a later date based on performance, operational requirements and/or budget availability

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.


 

To apply

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 Ottawa, Ontario only. 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.  

If you are considered further, we will notify you in writing of the next step in this staffing process.


Essential staffing requirements
To be eligible, you must meet the following requirements. 


Education
•    Successful completion of a secondary school diploma 

Note: You must upload your education credentials in the education section of your Candidate Profile prior to submitting your application in order to demonstrate that you meet the essential education requirements. Failure to provide the required document(s) will result in your application not being considered further.

Candidates with foreign education credentials must have their education confirmed by a recognized credential assessment service, prior to applying. Please visit the Canadian Information Centre of International Credentials website at http://www.cicic.ca/.

Note: Any applicable fees are the responsibility of the candidate.

 

Experience

Have a minimum of six (6) consecutive months of experience in last 3 years:

Working in a client service environment, providing services to the public* either on the telephone, by written correspondence and/or in person.

*Providing services to the public would include all or some of the following:
•    Explaining and sharing information
•    Responding to requests and enquiries
•    Resolving complaints and problems

AND

Experience using computer applications Excel, Word, and Outlook.

AND

Experience researching information using internet search engines.

Candidates are encouraged to submit their online application, education credentials and all required documents as soon as possible. Candidates will be screened against the prerequisite staffing requirements on an on-going basis. If you meet the prerequisite staffing requirements, you will be invited to an assessment.

Assessment

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.

•    Performance validation
•    Second Language Evaluation 
•    Korn Ferry: Cognitive abilities and behavioural competencies


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.

Asset:
•    Budgetary considerations
•    Duration of appointment 
•    Start date
•    Minimize business disruption
•    Employment Equity

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

 

Conditions of employment:

•    Reliability/Security (Reliability Status)
•    Willingness and ability to work day shift and evening shift
•    Physically work from 875 Heron Road, Ottawa
 

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.

Candidates are encouraged to ensure that their application is correct and complete, and that they have demonstrated all requirements. If an application has been deemed unsuccessful you cannot amend or withdraw your application, and you cannot apply a second time.  

Contact

M1280732ACG@cra-arc.gc.ca 

Please sign in / register to apply.

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