The CRA is looking for agents in various call center customer service positions in group/level SP-04 at the Quebec Regional Contact Center (QRCC) in Montreal and SP-03 at the Debt Management Call Centre (DMCC) in Shawinigan. (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, 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 EE Staffing questionnaire as part of your application if you wish to be considered for appointments using the EE staffing requirement in this process. Also, ensure that you have provided consent in the EE staffing questionnaire for your EE 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 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 Employment Equity (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.

For the past 5 years, the Canada Revenue Agency (CRA) has been one of Canada's Top 100 Employers. The Agency's diverse and inclusive workplace fosters innovation and encourages us to deliver world-class tax administration and benefits.

The CRA strives to offer employees a variety of flexible work arrangements to help them achieve work-life balance.

What to expect when applying for this position?

The purpose of this process is to staff various call center customer service agent positions at the SP-04 group/level at the Quebec Regional Contact Centre (QRCC) and SP-03 group/level at the Debt Management Call Centre (DMCC) on a full-time basis, for all of Quebec.

Among other things, you will be called upon to work together with taxpayers, your colleagues and partners, in an innovative and stimulating climate, within a dynamic team.

These tasks require several skills:

• Excellent customer service, oral and written communication skills
• Judgment
• Strong organizational and priority management skills
• Attention to detail
• Results-oriented attitude

You think you are the right candidate? Then join us!

Why work at the CRA? In addition to competitive salaries starting at $29.78 per hour for SP-04 and at $27.16 per hour for SP-03, we offer some of the most sought-after benefits:

• Flexible leave for work-life balance.

• A health care system that covers multiple life events such as medical expenses, prescription drugs, vision care, dental care, out-of-province medical expenses and hospitalizations, etc.

• An advantageous pension, employee assistance program (EAP) and more.

• Ongoing training to reach your full potential.

• Career opportunities supported by a competent management team.

• A workplace that supports a diverse workforce and talent development.

Important information about the position:

Hours of work and schedules may fluctuate. Agents must be available to work all scheduled hours as the schedules match the call request and may be modified as required. Please consider this before applying as shift preference may not be granted.

As an SP-04 Taxpayer Services Agent, you will be asked to :

• Respond to a variety of enquiries or requests related to tax matters, CRA administered programs and related accounts.
• Perform various calculations to determine tax or CRA administered program requirements, elections, entitlements, or administrative relief.
• Accept payment arrangements where applicable and authorized, within established parameters.
• Educate taxpayers by providing information and promoting available services.

As an SP-03 Call Center Agent, you will be asked to :

• Conduct telephone interviews, claim and negotiate overdue amounts, request missing returns and serve legal notices to taxpayers.
• Verbally respond to telephone inquiries regarding letters, general collection information and compliance.
• Review available information and consult databases to locate taxpayers and collect their information.
• Verify taxpayer information, collection sources and relevant information, and input data into the Agency's electronic files.

If you would like to obtain a copy of the complete work description, please send an email to the address at the bottom of this notice. 

To get an idea of what it means to be a call centre agent at the CRA, please click here

Language requirements: Bilingual imperative

• • SP-04 : CBC 
  • SP-03 : BBC

For more information, please click here

Please refer to the definition of language requirements.

Try Now! Get an idea of your second language level through our self-evaluation test and decide if you should apply!

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

Similar positions could be filled in different offices in the Quebec region.

Types of staffing requirements

Minimum : the minimum staffing requirements indicated in this notice of job opportunity are mandatory for all positions to be staffed. The minimum staffing requirements are: education, language, performance level and security status and/or clearance.

Essential : essential staffing requirements indicated in this notice of job opportunity will be assessed and may be used to identify candidates for positions to be staffed.

Asset : asset staffing requirements indicated in this notice of job opportunity may be assessed and may be used to identify candidates for positions to be staffed. You will be notified in advance of any asset staffing requirements being assessed, at the evaluation stage, that are not listed on this notice.

Who can apply?

IMPORTANT: Candidates who have previously applied on this posting do not have to apply again. Only the first application will be considered.

Persons living in Canada and Canadian citizens and permanent residents 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 at Shawinigan DMCC and at Montreal QRCC 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 Armed 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.

Virtual reporting may be possible, if operational requirements permit.  

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.

Don't wait any longer and click the Apply Online button to be part of a dynamic team.

If you need support in creating your Candidate Profile, you can visit the help page or contact us at the email address Centres-De-Contact@cra-arc.gc.ca so that a member of our team can accompany you.

You must successfully complete the screening questionnaire: When you apply, you will be required to complete a screening questionnaire. The pass mark will be 60%. Candidates with 5 or fewer correct answers will be automatically excluded from the hiring process. To help you answer them, please visit the following link: Canada Revenue Agency - Canada.ca.

In the case of candidates previously terminated or rejected on probation from positions within the CRA, please note that additional verifications will be conducted. Based on the reasons for termination or rejection, an applicant may not be considered further in the staffing process/considered for appointment, as they may be deemed to not meet one or more of the staffing requirements.

If you require accommodations at any point in this process, we encourage you to indicate this in your questionnaire when you apply, or contact the person mentioned at the bottom of this notice. Your request will be treated confidentially.

Minimum staffing requirements

• Education

SP-04 : Secondary school diploma

SP-03 : Successful completion of three years of secondary school

You must upload your proof of education in the Education section of your Candidate profile by the closing date and time indicated on this poster. Failure to do so may result in your application being rejected.

Candidates are encouraged to submit their online application, education credentials and all required documents as soon as possible. Candidates will be screened for the prerequisite staffing requirements on an on-going basis. Candidates who meet the prerequisite staffing requirements will continue to progress in this staffing process.

If your degree is from a foreign institution, you must also provide a Canadian equivalency document issued by one of the member organizations of The Canadian Information Center for International Credentials, in addition to your proof of study from the foreign institution. Download this document as an attachment to your proof of study from the foreign institution.

Essential staffing requirements

IMPORTANT: You must upload your educational credentials (SP-04) or transcripts (SP-03) to the education section of your candidate profile and submit all required documents, prior to the closing date and time of this notice. Failure to do so may result in your application being rejected.

 

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.

*****Changes to Essential and Asset Staffing Requirements*****

There is no action to take if you have already applied. You must not reapply; your application will be reassessed based on the amended requirements.

Minimum staffing requirements

• Second Language Evaluation*
• Performance validation

*If you have valid second language results, please email them to the contact address below with the requisition number.

Essential staffing requirements

• Unsupervised online test – Korn Ferry Taxpayer Contact I (KFEL-01) test **
• Virtual interview assessing the following skills:
  • Oral communication skills

**Please note that if you have already completed this Korn Ferry test as part of another process, your result is transferable.  Therefore, you will not have to repeat this test. However, please note that if you decide to re-test, the last result will be the one used in this process.

Evaluations can be done at any time. Candidates are expected to make themselves available for unsupervised online assessments during this period. Please note that no evaluation will be deferred without exceptional circumstances that will be considered on a case-by-case basis. If you do not complete the assessments, your application will be rejected. These candidates will be considered withdrawn from the process. More details about the assessments will be sent to the email address on your candidate profile at a later date.

Asset staffing requirements

• Employment Equity
• Virtual interview assessing the following skills:
  • Interactive and effective communication in the workplace
  • Customer-oriented attitude
  • Handling difficult conversations
• For SP-04: Work experience of 6 consecutive months or more at QRCC in the last 36 months in an SP-04 or higher
• For SP-03: Work experience of 6 consecutive months or more at DMCC in the last 36 months in an SP-03 or higher
• Other experiences*** in:
  • Customer service (including in-person, telephone, letter and chat)
  • Accounting, Taxation (including tax preparation)
  • Call Centre
  • Collection
  • Internal to a multi-employee organization (IT, procurement, others)
  • Receptionist
  • Combinations of previous experiences
• Qualification
• Experience
• Additional education or training
• Budgetary considerations
• Duration of appointment
• Start date
• Minimize business disruption

***Other Experience: Experience is normally associated with performing these duties as part of the main duties of the position performed for a period of at least 12 cumulative months in the last 5 years.

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 achieved results on the Korn Ferry Taxpayer Contact I (KFEL-01) test. 

Conditions of employment

• Reliability/Security : Reliability Status
• 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 one of CRA's offices

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.

We encourage you to read the CRA Important Staffing Information to learn more about staffing processes and how to apply.

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: Luisa Avalos
Email address: Centres-De-Contact@cra-arc.gc.ca