The CRA is hiring! Entry-level positions are now available as Bilingual Taxpayer Services Agents! (Amended)

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

On October 6, 2021, the Government of Canada announced details of its plans to require vaccination across the federal public service. As a separate and large federal employer, the Canada Revenue Agency (CRA) supports and will follow this new policy direction.

As of November 8, 2021, all employees of the CRA, including new hires, are required to be fully vaccinated against COVID-19 unless accommodated based on a medical contraindication, religion, or another prohibited ground for discrimination as defined under the Canadian Human Rights Act and attest to their vaccination status. 

The requirement to be fully vaccinated applies to all employees and new hires, whether they are teleworking, working remotely or working on-site. This condition of employment applies to indeterminate (permanent), determinate (term), and student hiring. Should you reach the point in the staffing process where it is necessary to verify conditions of employment, there will be a requirement to complete an attestation of vaccination status.

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.

Did you know that the CRA is one of the Top 100 Employers in Canada?

 

Bilingual Taxpayer Services Agent (SP0465)

 

As a Taxpayer Services Agent the successful candidates will be working in a fast-paced inbound contact centre environment responding to a variety of business related enquiries in English and French including, but not limited to, business registrations, payroll deductions, GST/HST, sole proprietorship, and corporate income tax. Key activities may include:

 

• Educating taxpayers in English and French by providing information and explanations to taxpayers over the telephone in response to their business enquiries which may include promoting available CRA administered programs and resources.

 

• Demonstrate courtesy, empathy, and professionalism in gathering information from taxpayers to establish the precise nature of their enquiry and responding to enquiries in a timely manner

 

• Researching solutions to taxpayer inquiries using a variety of internal and external information sources to meet taxpayer needs.

 

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
• Working in an environment that contains background noise
• Responding to urgent and complex enquiries from taxpayers in demanding situations
   

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

 

To obtain a copy of the work description, you may contact the person/email listed at the bottom of the notice.

 

Language Requirements: Bilingual Imperative

This process will only be used to staff positions in the following languages:

• Bilingual Imperative (CBC/CBC)

For bilingual positions, candidates must be bilingual and be able to demonstrate their capabilities to work in English and French by achieving at least a CBC/CBC 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 CBC: C level for Reading Proficiency, B level for Written Expression, and C level for Oral Proficiency.
 

 

The current Contact Centre hours of operation are 8:00 am to 8:00 pm from Monday to Friday and 9:00 am to 5:00 pm on Saturdays. However, hours of operation may be subject to change to meet operational requirements

 

Hours of work and schedules may frequently fluctuate from a part-time schedule to a full time schedule of 37.5 hours during peak. Agents must be available to work all scheduled hours as weekly hours of work are matched to call demand and could be changed as needed.

 

Contracts may be offered based on performance, operational requirements, and budget available. Additionally, job offers to successful candidates may be made at any time during the validity period of the pool.

 

The initial contract will be for up to 6 weeks to encompass the training period and the training will be delivered virtually. Your continued employment with the Canada Revenue Agency beyond the initial training period will be contingent on your successful completion of the training and an assessment at the end of that period.

 

New phone agents will primarily be scheduled for shifts that end at 7:00 p.m. or later. Please give careful consideration to these hours before applying as preference of shift may not be provided.

 

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.

 

AND individuals with preferred status who live or work within 40 kms of the position(s) being staffed.

 

Please note that this process will be used to staff positions at 25 Sheppard Avenue West, North York, Ontario only**. You will be required to physically work from, report to, and relocate to the contact centre location at 25 Sheppard Ave. West North York, Ontario or one of the other GTA offices. Due to the current COVID-19 situation you may be required to temporarily work remotely (e.g. from home).

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 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.

 

**IMPORTANT: 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.

 

Essential staffing requirements

To be eligible, you must meet the following requirements.

 

Education

 

• the CRA's minimum education standard for SP positions

 

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 you meet the essential education requirements.

 

Please visit the step by step guide on how to add your education credentials to your Candidate Profile prior to submitting your application.

 

Candidates with foreign education credentials must have their education confirmed by a recognized credential assessment service.

Experience

 

Essential

 

Computer Experience:

 

Utilizing Microsoft Office or other computer software and/or computer programming to update and maintain data as well as to research and/or study.

 

Please outline the following on your application:

 

• Computer software and/or computer programming you are proficient in, including specific details on your experience using the programs
• Specific details regarding your experience and level of proficiency using application and search tools to complete research or answer questions

 

The above listed computer experiences are not exhaustive, other experience may be taken into consideration for this criteria.

 

Note: The onus is on the candidate to explain their qualifications to the experience requirements in clear and precise detail on the questionnaire. The information provided must enable the Staffing Board to understand the level and the recency of the experience and if applicable the exact kind of position(s) occupied by the candidate, the period they occupied the position(s), and the tasks actually performed for each position.

 

The above experience requirements may be further defined or specified based on recent experience and upon the length of time gaining this experience. You will be notified in writing if any further information or clarification regarding the recency/duration of your experience is required.

 

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

 

Asset

 

Asset staffing requirements, in addition to what is listed below, 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.
 

• Cognitive abilities, and behavioural competencies – Korn Ferry Unsupervised Internet Test
• Locally Developed Tool(s) – Virtual Interview - All locally developed testing will be conducted in English. 

• Ability to Research and Interpret Information
• Ability to Communicate Effectively Orally

• Qualifications
• Specific experience
• Additional education or training
• Budgetary considerations
• Duration of appointment
• Start date
• Minimize business disruption
• Employment Equity

 

Please note that the assessment stage of this staffing process will be conducted in conjunction with staffing process #56937821. If you apply on these processes, you will be assessed only once on common elements.

 

We may limit the number of candidates to be considered further in this staffing process by using a top-down approach to select candidates with the best results achieved on assessment(s) conducted within the process.

 

IMPORTANT: Virtual assessments may be conducted by telephone, video conference or other alternate formats where possible. During virtual assessments the candidate must have access to a telephone, stable internet connection, and privacy for the duration of the assessment. Certain software/Apps may be required to complete the assessment. It is recommended 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. The staffing board will make these decisions on a case by case basis.

Conditions of employment

 

• Successful applicants must be available to attend full-time training each day Monday to Friday for a period of up to 6 weeks (37.5 hrs/week).
• Physically work from, report to, and relocate to the contact centre location at 25 Sheppard Ave. West North York, Ontario, or one of the other GTA offices.
• Due to the current COVID-19 situation you may be required to temporarily work remotely (e.g. from home). This will require access to a stable internet connection with a minimum of 10mbps upload speed and a private space in order to maintain private and confidential information. Candidates eligible to telework during the current COVID-19 situation who are offered positions via this process will be required to attend the office at 25 Sheppard Ave West North York, ON periodically for training, meetings, or in the event of equipment issues, including but not limited to completion of orientation prior to the start of virtual training or completion of on the job training after virtual training.
• Reliability/Security - Reliability Status
• Available to work during the Contact Centre hours of operation
• Available to work overtime as required
• Available to take and successfully complete training
• Ability to work shifts and/or a flexible schedule, including weekends and statutory holidays, as required

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.

Name : Recruitment-BE TETSO / Recrutement-RE BSF de Toronto-Est (CRA/ARC)

Email address : TNBWRecruit@cra-arc.gc.ca