SP-04 Taxpayer Services Agent – Western Client Contact Centre

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 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.

The CRA has introduced the requirement for on-site presence including hybrid work models where employees are required to work on-site at a CRA-approved location a minimum of two days per week or 40% of their regular monthly work schedule. A number of individual and group exceptions to on-site presence may be granted based on individual situations and the nature of the work being performed. Work arrangement agreements and specific circumstances may be discussed with the manager at the time of hiring.

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

At the CRA, we administer tax, benefits and related programs. When you work with us, you have an opportunity to touch the lives of Canadians and be part of a community of over 40,000 employees who take pride in what they do.

We are also about putting people first. We value the importance of creating a healthy and respectful workplace. Our employees are encouraged to be themselves. We value integrity, respect, professionalism, and collaboration. Come join us in supporting service excellence!

As a Taxpayer Services Agent, you will be asked to:

• Provide explanations and/or clarification to clients over the telephone in response to enquiries concerning the filing and processing of Individual or Business Tax Returns
• Explain various social programs administered by the CRA
• Gather information from taxpayers to establish the precise nature of their enquiry or request
• Research possible responses or solutions using a variety of internal and external information sources
• Use techniques and Agency practices to operate various computer applications and systems required to enter information, research, analyze and resolve questions or problems and requests raised by taxpayers, including payment reconciliation

Taxpayer Services Agents offer quality client service to meet the taxpayer's/benefit recipient's needs. As an Agent, you must demonstrate courtesy, empathy and professionalism. This position is ideal for those who like to help others and communicate.

This position requires the use of a headset or handset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer screen.

Work conditions require adapting to change, dealing with stress, and dealing with potentially angry clients.

To obtain a copy of the work description, please contact: 80VSP4HIREG@cra-arc.gc.ca.

Please note that this process will be used to staff positions in following locations:

• Surrey, BC
• Calgary, AB

 

Important information about the position:

The intent of this staffing process is to staff term positions.

Hours of work will vary with the position being staffed:

• 7.5 hour schedule Monday to Friday between 07:00 and 18:00
• 7.5 hour schedule Monday to Friday 11:00 to 20:00
• 7.5 hour schedule Tuesday to Saturday 09:00 to 17:00

Who can apply

Persons living in Canada and Canadian citizens and permanent residents living abroad.

AND eligible veterans and Canadian Forces members

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 the Western Region (Surrey, BC and Calgary, AB). 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 2100 candidates who meet the prerequisite staffing requirements to apply. Candidates are encouraged to submit their online application as soon as possible as assessments will take place in waves, and candidates may be placed in a pool and appointed accordingly. 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.

Please note that qualified candidates from this pool will be considered for future appointments along with the pools created for requisitions 58544682, 59896317, and 60408403. If you have previously qualified for either of these pools, there is no requirement to apply on this job posting.

 

Essential staffing requirements

To be eligible, you must meet the following requirements.

 

Education

• Successful completion of a secondary school diploma

Note 1: 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.　

Note 2: Candidates with foreign education credentials must have their education confirmed by a recognized credential assessment service, and a copy of the completed assessment must also be uploaded in the education section of your Candidate Profile prior to applying. If you do not have your foreign education credentials assessment uploaded to your Candidate Profile with your application you will be screened out of the process. Please visit the Canadian Information Centre of International Credentials website at http://www.cicic.ca/.

Note 3: Any applicable fees are the responsibility of the candidate.

Note 4: Your name in your candidate profile of the Integrated Staffing System (ISS) should match the name on your government issued photo ID and your education credentials. If it does not, please correct your name in your candidate profile by logging in to the Careers website or contact the staffing board with any questions/concerns. If your education credentials show a different or former name, please provide proof of legal name change. Failure to upload and/or to provide supporting document(s) will result in your application not being considered further.

 

Experience

Minimum of six (6) cumulative months of experience working and/or volunteering with the public in a client service environment, either on the telephone, by written correspondence and/or in person.

AND

Minimum of six (6) cumulative months of experience working with a variety of computer applications. For example, experience using Internet search engines, Microsoft Excel, Microsoft Word, and Microsoft Outlook, etc.

Note: The onus is on the candidate to demonstrate how they meet the experience requirement(s). Only applicants who demonstrate that they meet the experience requirements will be considered further. Failure to provide sufficient information will result in those applicants being screened out.

Candidates must obtain the essential experience prior to submitting their application for this process.

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.

Minimum and essential

The minimum and 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.

• Ability to Read and Interpret Information
• Ability to Communicate Effectively in English – Verbal communication
• Dependability
• Performance Validation

Please note that the assessment stage of this staffing process will be conducted in conjunction with staffing process 60439734 (Bilingual Imperative). If you apply on this process, you will be assessed only once on common elements.

 

Asset Staffing Requirements

The asset staffing requirements listed below may be assessed/applied at a later date and may be used to select candidate(s) for appointment. They may include, but are not limited to:

• Taxpayer Contact I (KFEL-01) – Entry-level test: Korn Ferry cognitive abilities, and behavioural competencies
• Start date
• Employment Equity
• Budgetary Considerations
• Availability throughout the duration of the appointment

Random selection or a top-down approach on assessment results may be invoked at any stage in this process to limit numbers of candidates, or for appointment purposes. 

 

Conditions of employment

• Reliability/Security: Reliability Status
• Willingness to take and successfully complete training
• Willingness to work shifts or a flexible schedule (including weekends and statutory holidays)
• Physically reside within reasonable commuting distance from their assigned Western Client Contact Centre Office (Surrey or Calgary)

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.

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. In addition to your candidate profile, you should also regularly check your email inbox, including your junk folder, for any correspondence from us.

Name : Western Client Contact Centre

Email address : 80VSP4HIREG@cra-arc.gc.ca

Please quote requisition number 60380697 on all correspondence.

IMPORTANT: You must apply online. Emailed applications will NOT be accepted.