Payment Services Officer

Important messages

A recruitment event to hire Payment Services Officers will be taking place on Friday January 12, 2018 at Vancouver Island University (Main Campus, Cafeteria, 900 Fifth Street, Nanaimo, BC, V9R 5S5), from 8:30 a.m. to 4:00 p.m. (details below). Interested candidates are encouraged to attend and apply in person. If you attend the event, you are not required to apply on-line; simply bring the mandatory documents listed below in “Other Information Section #01” and obtain the interview questions via the email address under “Contact Information” at the bottom of the poster. This email box is monitored from 8 AM - 4 PM (PST) Monday to Friday.

The first 60 candidates to arrive will be screened on their education and experience, and if screened in, assessed on the qualifications listed below by written exam and interview. Candidates who are successful at the screening stage should expect to spend the whole day at the assessment site.

If you are unable to attend the recruitment event in person, you are invited to apply on-line using this website.

Work environment

The Career:
As a new Payment Services Officer you will enjoy an exciting and challenging opportunity to use your excellent client service skills to make a difference in the lives of Canadians. You will use your technological skills and connect virtually with clients across Canada. You will use your problem solving and information gathering qualifications to analyze claims for benefits, conduct fact-finding and gather missing information to determine benefit entitlement. You will help clients to understand program-specific legislation, procedures and the processes required to receive services and/or benefits. You will utilize your strengths of verification and accuracy to calculate benefit rates, weeks of entitlement and process client reports to ensure the correct payment of benefits and a positive client experience.

The Environment:
We understand the importance of finding a mutual fit. Payment Services Officers work in secure office buildings and contact with clients is over the phone from our workstations. Our in-depth training is delivered in various ways, including classroom, virtual and self-study modules, followed by periods of monitoring with quality and quantity expectations. Since most of our work is completed virtually, it is important that we establish that right balance between high-tech and a meaningful connection in a way that lets our clients know we care. The work has an added challenge of production and quality targets to encourage our success while maintaining service standards. Finally, although we may work in a cubicle environment, it’s an open and vibrant one of like-minded people that encourages collaboration and support among employees.

The Benefits:
A career with Service Canada offers a flexible work schedule and a comprehensive benefits package to promote healthy and engaged employees. Benefits include: vacation leave, pension, health and dental benefits and support from Management Teams who encourage training and career advancement. Service Canada is a large, yet connected organization of people dedicated to service excellence and improving service delivery by constantly evolving with changes in technology, procedures and legislation.

Don’t just take our word for it; here is what our employees have to say about this career and working for Service Canada.

Meet Kelsey - Payment Services Officer
“A career as a Payment Services Officer is a rewarding one as it allows me to help people in need. I deal with different scenarios each day which keeps me on my toes and it never gets boring! I have found Service Canada to be a wonderful place to work, full of friendly and energetic people and it offers wonderful benefits which allows for a good work/life balance.”

Intent of the process

The intent of this process is to create a pool of qualified candidates to staff positions within Benefits Delivery Services - Employment Insurance in Nanaimo, B.C. This pool could also be used to staff similar positions of various tenures within Employment and Social Development Canada in Nanaimo, BC.

In order to manage the number of applications in this selection process, management may use top-down or random selection at various steps in the process to determine the number of candidates who will continue in the process.

Tenure: Initially successful candidates who are selected will be offered a one year term with the possibility of extension.

Positions are located in Nanaimo, BC. Applicants are encouraged to apply ONLY if they are able to relocate to Nanaimo, BC.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

A covering letter in 1,000 words (maximum)

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.

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

Various language requirements
English Essential
Bilingual Imperative (CBC/CBC)

Information on language requirements

- Secondary school diploma or an acceptable combination of education, training and/or experience.

Degree equivalency

- Experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification.
- Experience in using technology (e.g. virtual communication, MS Office Suite and Windows).

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)

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

Degree equivalency

Working with Others

Willing and able to work overtime, as required

Conditions of employment

Reliability Status security clearance
Willing and able to travel for training purposes

Other information

SECTION #01 – IN PERSON AT CAREER FAIR JANUARY 12, 2018

CANDIDATES MUST BRING THE FOLLOWING DOCUMENTATION TO THE IN-PERSON ASSESSMENT OR THEY WILL NOT BE CONSIDERED FURTHER IN THE PROCESS:
• Proof of Canadian Citizenship
Note: You will be required to show the assessment team the ORIGINAL document substantiating your Canadian citizenship. (e.g. Canadian birth certificate, Canadian passport, Canadian citizenship papers). Copies will not be accepted.
• Proof of Education
Note: You will be required to provide proof of education by bringing your documents (originals preferred).
Candidates with foreign educational credentials are required to provide proof of Canadian equivalency. You may consult the Canadian Information Centre for International Credentials at www.cicic.ca for further information.
Degree equivalency
• Two pieces of government-issued identification
Note: One (1) piece must be government-issued photo identification.
• Your résumé.
• Cover letter (See SECTION #03)
• Two (2) References
Note: You will be required to provide two (2) references. Please note that supervisory (current or former) references are required. Further, you must provide the contact information (name, phone number, e-mail address) of the references, as well as their position, their relationship to you, and the length of the relationship.

For individuals attending this event in-person it is in your best interest to email the to obtain the required documents for the hiring event on January 12, 2018.
__________________________________________________________________________

SECTION #02 - FOR ONLINE APPLICATIONS ONLY:

For applicants who are unable to attend the in-person hiring event, applications will also be accepted on-line. To submit an application on-line, please select the button “Apply Online” below. Persons requiring accommodation preventing them from applying on-line are asked to contact 1-800-645-5605.

You must provide the following information when submitting your application:

• Your résumé.
• Cover letter (See SECTION #03)
__________________________________________________________________________

SECTION #03 – BOTH IN PERSON AND ONLINE APPLICATIONS

Important messages for ALL applicants

**CANDIDATES WILL NOT BE SOLICITED FOR INCOMPLETE OR POSSIBLE MISSING INFORMATION**

• COVER LETTER
In order to be considered, your cover letter must clearly explain and provide specific details to demonstrate how you meet the following (essential qualifications):

Please use the following headings within your letter:
1. Education
Please describe how you meet the Education requirement.
2. Experience in delivering services to clients involving obtaining and providing information requiring explanation or clarification.
Provide an example(s) of when you were in a position interacting with customers, clients or the general public where there was some level of complexity in your role that required you to explain something in detail, or ask questions that required explanation. Include dates; describe your role and where the experience was gained.
3. Experience in using technology (e.g. virtual communication, MS Office Suite and Windows).
Clearly explain how you have developed experience in using technology. Please include dates and describe the technology and programs used, including your role and the context in which the experience was gained.
4. Skills & Experience
Please describe how your skills and previous work experience make you a good fit for the Payment Service Officer role.
__________________________________________________________________________

Employment and Social Development Canada (ESDC) provides workspaces in alignment with both an open office environment and worker profile standards. Details on these standards can be found at the following Public Services and Procurement link http://www.tpsgc-pwgsc.gc.ca/biens-property/amng-ftp/index-eng.html/

All communication relating to this process including e-mail correspondence may be used in the assessment of qualifications.

It is imperative that you provide a current email address that accepts email from unknown users (some email systems block these types of email). It is your responsibility to inform us at all times of any changes regarding your contact information.

Persons 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) oral interview.

Failure to participate in assessments as scheduled will result in the rejection of your candidacy.

Successful candidates will be required to pass a security and credit check.

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.