Payment Services Officer (Call Centre Agent), Inventory - Edmonton

Important messages

Please note this inventory will ONLY be used to staff positions at Call Centres in Edmonton, Alberta. Applicants are encouraged to apply ONLY if they are willing and able to work in or relocate to Edmonton, Alberta.

Candidates from outside the federal public service will be required to pay for their own travel (including travel for assessment purposes) and may be required to pay for their own relocation expenses.

Applicants who meet the essential qualifications will have their application included in the inventory for this ongoing selection process. As positions become available, the applicants meeting the initial screening requirements identified by the hiring manager may be contacted and referred for consideration. Please ensure that your information is updated and remains current in your PSRS Applicant Account.

Your application in this inventory will be active for 180 days. A notice that your application is about to expire will be posted to the My Jobs menu of your account 21 days before the end of your active period. If you do not take action, your application will no longer be active and therefore no longer considered for this inventory. Should your application become inactive while the process is still open, a notice will be posted to your account indicating that your application has expired; you may select the link Update my Inventory Status to reaffirm your interest.

Work environment

These positions are at an inbound call centre located in Edmonton, AB. A Payment Services Officer provides services to the general public with respect to Employment Insurance benefits or Pension benefits (Canada Pension Plan/Old Age Security). Extensive training and development opportunities will allow you to acquire a comprehensive and up-to-date knowledge of Service Canada's programs and services.

The work environment will be attractive to people who are:
. highly motivated,
. a quick learner,
. quality-oriented,
. customer-focused,
. able to thrive in a fast-paced, high-volume environment.

We are looking for candidates who possesses and demonstrate:
. strong communication talents,
. excellent customer service skills,
. thinking skills,
. information-gathering and computer-keyboarding skills.

Intent of the process

This selection process will be used to create a qualified pool of candidates and may be used to fill future term vacancies, at full-time or part-time hours, at the Edmonton Employment Insurance Call Centre or Pensions Call Centre (Canada Pension Plan/Old Age Security).

Positions to be filled: 75

Information you must provide

Your résumé.

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Secondary school diploma or employer-approved alternatives (a satisfactory score on the PSC test approved as an alternative to a secondary school diploma; or an acceptable combination of education, training and/or experience).

You must clearly indicate your education level. Candidates invited to the assessment stage will be required to bring proof of their education credentials, i.e. a diploma or official transcript (original documents only).

If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. This will enable you to provide proof of Canadian equivalency when applying for a job in the public service. The public service will accept any Foreign Educational Credentials as long as they are deemed comparable to Canadian standards, through a recognized credential assessment service.

Failure to produce Canadian equivalency could result in being eliminated from the process.

For more information on how to obtain Canadian equivalency please access the following link www.cicic.ca.

Degree equivalency

Experience in using technology (e.g. e-mail, Internet and word processing).

Experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification.

The following will be applied / assessed at a later date (essential for the job)

Various language requirements
English Essential and Bilingual - Imperative (BBC/BBC)*

(* The minimum language requirement for bilingual positions is Bilingual imperative - Level: BBC/BBC. Candidates must have the minimum linguistic profile for bilingual positions. Second Language Evaluation Tests will be administered for bilingual positions. For more information, please visit: http://www.psc-cfp.gc.ca/ppc-cpp/sle-els/index-eng.htm)

Information on language requirements

. Communication (oral)
. Communication (written)
. Thinking Skills
. Verification and Accuracy
. Diagnostic Information Gathering
. Client Focus
. Interpersonal Awareness
. Dependability

The following may be applied / assessed at a later date (may be needed for the job)

Asset Qualification:

Successful completion* of two (2) years post-secondary education from a recognized educational institution (e.g. community college, CEGEP, university)

* You must clearly indicate your education level.

Degree equivalency

Organizational Needs:

At Employment and Social Development Canada, diversity is our strength. If you’re a woman, an Aboriginal person, a person with a disability or a visible minority and are interested in bringing in different perspectives and insights, let us know by completing the Employment Equity (EE) section in your application. Appointments of members of these EE groups could be made to ensure our workforce is inclusive and representative of the Canadian public we serve.

Operational Requirements:
Willing and able to work overtime, as required

Conditions of employment

Reliability Status security clearance - (This factor is not used at the screening stage. The department is responsible for the security clearance process.)

- Willing and able to travel for training purposes
- Willing and able to work variable hours, including working weekends and/or shift work and/or overtime, and/or part-time or full time hours based on operational requirements

Other information

EXPERIENCE:
. Provide examples to best demonstrate how you meet the following essential qualifications: experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification, and experience in using technology.
. Candidates must elaborate their answer by providing concrete examples and indicate when and where they obtained this experience. Resumes will be used as a secondary source to validate the experience and examples described. Failure to provide this information in the requested format may result in your application being rejected.

. Candidates are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate on their application their preferred official language for each of the following: a) written correspondence, b) written assessment, and c) oral assessment.

. Candidates will be contacted by email and it is imperative that you provide a current email address that accepts e-mail from unknown users (some email systems block these types of email). Candidates are strongly encouraged to check their email on a regular basis. It is your responsibility entirely to inform us at all times of any changes regarding your contact information.

. ACKNOWLEDGMENT OF RECEIPT OF APPLICATIONS WILL NOT BE SENT. WE WILL ONLY CONTACT THOSE CANDIDATES SCREENED INTO THE PROCESS.

. WAITING PERIOD FOR REASSESSMENT
The retest period for assessment as a Payment Services Officer is 180 days from the date of elimination at either the written exam or interview/reference stage of the process. If you submit an application before the retest period has elapsed, your application will not be considered.

. Assessment is planned to occur on an ongoing basis. Failure to participate in assessments as scheduled may result in the rejection of your candidacy.

. A variety of assessment tools will be used. You will be advised of these tools at each assessment phase of this process. Reference check(s) will be sought.

. If you have a disability that requires accommodation during the selection process, please indicate this on your application and/or resume.

. All communication relating to this process, including email correspondence, may be used in the assessment of qualifications.

. Top-down selection may be applied.

. A security check will be administered and proof of citizenship, education, and at least 2 work references with names and applicable phone numbers will be required.

. Applicants may be required to meet the organizational needs, depending on the requirements of the specific position being staffed.

. Successful candidate(s) must meet and maintain the Conditions of Employment throughout their employment.

Only on-line applications are accepted. Applicants can modify their application/resume at any time BEFORE the closing date indicated on the job advertisement.

To submit an application on-line, please select the button "Apply Online" below.

Persons with disabilities preventing them from applying on-line are asked to contact 1-800-645-5605.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.