Payment Services Officer, Call Centers (Inventory) (Amendment to Closing Date)

Important messages

Please note that this selection process is the same as process 2017-CSD-EA-QUE-14404 / CSD17J-009815-000299 (Payment Services Officer, PM-01), but a change has been made to the required documents. If you have submitted your application and have taken the Unsupervised Internet Test (UIT) for the process 2017-CSD-EA-QUE-14404 by January 22, 2018, be aware that your application has been retained in our system. If your application was in progress, we ask that you please apply again on the process 2017-CSD-EA-QUE-14404-2 to be considered.

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

Only one application may be submitted, and it will be kept in the inventory until December 31, 2019.

You are known for your ability to provide excellent client service? We want to meet you!
You are committed, passionate, engaged and have good people skills? We have the perfect job for you!

Looking for a friendly and dynamic work environment where you will learn how Employment Insurance, the Canada Pension Plan and Old Age Security work? Our service is made for you!

Looking for an employment where you will have the possibility of gaining new knowledge? That’s exactly the type of job we have to offer!

Payment service officers at Service Canada call centres offer access to specialized Government of Canada services. They answer clients’ questions, identify their needs, take decisions and provide explanations.

For further information on the department, please visit Department of Employment and Social Development Canada (http://www.servicecanada.gc.ca).

Information to be provided:

You must provide the following information when submitting your application:

• Your resume.
• You must clearly indicate your education level. Proof of education will be requested at the assessment stage of this process. The Canadian equivalency is required at the time of preselection.
• Candidates will be contacted by email and it is imperative that you provide a current email address. Candidates are strongly encouraged to check their email on a regular basis.

Unsupervised Internet Test (UIT)

PSEE - Test of Reasoning UIT

Applicants must complete the Public Service Entrance Exam: Test of Reasoning Unsupervised Internet Test (UIT) as part of the screening phase of this selection process. This test is used to assess reasoning and problem solving ability. If your application is selected for further consideration, you will be asked to take a similar test in a supervised environment.

The UIT can be completed wherever you have access to a computer and an Internet connection (e.g., your home computer). However, you should plan on taking the test when you will not be interrupted or have to focus on other activities. Once the test starts, you must complete it within 60 minutes.

You must complete the UIT before you can submit your application for this position. You are encouraged to review all the requirements for submitting an application. Plan your time so that you are able to complete all of them, including the UIT, before the submission deadline listed on the advertisement.

Applicants are strongly encouraged to complete the UIT at their earliest possible convenience to allow sufficient time to deal with any technical difficulties, should they arise. Help Desk support is available Monday to Friday from 8 a.m. to 4 p.m. (Eastern Time). Help Desk staff can only provide technical assistance for the completion and submission of applications; they cannot provide direct assistance in answering the test questions.

Consult the Personnel Psychology Centre website for more details about the UIT, including example questions and test-taking tips.

Duties

In a call center, the Payment Services Officer serves the public by telephone in matters regarding Employment Insurance benefits and /or Canada Pension Plan benefits and old Age Security benefits. You will receive training to provide you with thorough, up-to-date information on Service Canada’s programs and services.

To be effective in this position, you need to be motivated, to be focussed on quality and client service, and to like learning continuously and quickly. You need to have excellent skills in communications, client service, problem solving and information gathering, and be willing to push yourself in a dynamic and high-volume work environment.

This position requires the use of a headset at all times since you will be constantly on the telephone, as well as working in an environment with background noise and constant exposure to a computer screen. Service Canada is committed to providing a modern workplace, which includes sit stand work stations.

The working conditions require the ability to adapt to change, to manage stress and to deal with a variety of clients.

Intent of the process

Following this process, a pool of qualified candidates will be created for term (contract) positions at the Longueuil call centre. The contracts will be awarded on a part-time basis (between 27.5 to 37.5 hours) but, based on operational needs, there may be full time schedules.

Location: Longueuil, QC

https://goo.gl/maps/QXJq3ADtYZr

Please note that the work will only be executed from the call center. You will have to be able to get to your workplace every day.

Positions to be filled: Number to be determined

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)

EDUCATION

Secondary school diploma or employer-approved alternatives:

1. Satisfactory score on the PSC test approved as an alternative to a secondary school diploma; OR
2. An acceptable combination of education, training and/or experience.

Degree equivalency

EXPERIENCES

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.

LANGUAGE REQUIREMENTS

French essential
Bilingual - Imperative (BBC/BBC)

* Please note that the knowledge of advanced French is required to be appointed for a French essential or bilingual imperative (as you will have to answer calls in French).

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

Various language requirements

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

ABILITIES AND SKILLS

Communication (oral)
Communication (written)
Thinking skills
Diagnostic Information Gathering
Client Focus
Interpersonal Awareness
Reliability
Verification and Accuracy
Using Technology

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

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

-Based on operational requirements, consent and be able to work during flexible scheduled hours or during business hours, which could be between 7:00 a.m and 8:00 p.m.
-Willing and able to work overtime as required.
-Willing and able to travel for training purposes.

Conditions of employment

Reliability Status security clearance

Tests

Cognitive Ability - Level 1

Applicants must complete the Unsupervised Internet Test of Cognitive Ability - Level 1 as part of the screening for this selection process. This test assesses general problem solving and reasoning ability. You will have 60 minutes to complete the test. You must complete the test before you submit your application for this position.

For more information, please consult: Unsupervised Internet Test of Cognitive Ability - Level 1

Other information

If you do not answer fully to the screening questions as directed, it may be that your application is screened out. The note «see resume» will not be accepted.

If you do not clearly demonstrate you have the required experience, we won’t ask for additional information and you may be screened out.

Assessments will take place during the day, evening or during weekends. Throughout the selection process, it is your responsibility to make yourself available for all testing and interview dates for which you will be invited.

Please note that the assessments will only be rescheduled under exceptional circumstances with supporting evidence (e.g. medical reason with doctor’s certificate, death in the immediate family, pre-approved travel plans, religious reason, participation in an assessment for another selection at the same time). Failure to attend the assessments without good reason will be construed as a withdrawal from the appointment process.

To be able to manage the number of applicants in this selection process, our management may choose to use a top-down selection, random selection, or any other additional qualifications as outlined in the statement of merit criteria, in order to determine the number of candidates who will go through the following phase of the assessment.

If after the use of these strategies, other needs arise; our management may proceed with the evaluation by including candidates who qualified and who obtained a lower passing grade, or by using any other strategy.

In this selection process, we intend to communicate with applicants by email for screening / assessment (including sending invitations for written tests and interviews). Applicants who apply to the selection process must include a valid email address in their application, and make sure that this address is functional at all times and that it accepts messages from unknown users. We will use the following address to contact you .

Candidates from outside the federal public service must pay their travel expenses (including travel expenses for evaluation) as well as relocation expenses.

Questions regarding travel and relocation : https://www.canada.ca/en/treasury-board-secretariat/topics/travel-relocation.html

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.

We thank all those who apply. Only those selected for further consideration will be contacted. Acknowledgement of receipt of applications will not be sent. We will contact only the candidates selected to participate in the process.

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.