Payment Services Officer (PSO)/Service Canada Benefits Officer (SCBO)

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request special accommodation. All information received in relation to accommodation will be kept confidential.

Information on accommodation for persons with disabilities

This pool will be used to staff the following positions:

Payment Services Officer – PM01

Service Canada Benefits Officer – PM02

The hiring organization will accept applications on-line only. 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 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.

Work environment

The Career:
A career as a Payment Services Officer (PSO) presents an exciting and challenging opportunity to use your excellent client service skills to make a difference in the lives of Canadians. PSOs are technological savvy and connect virtually with clients across Canada; using your skills of problem solving and information gathering to analyze claims for benefits, conducting fact-finding and gathering 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.

A Service Canada Benefits Officer (SCBO) is an exceptional individual who uses their talents and natural curiosity of problem solving and client focus to make a difference in the lives of Canadians. In this role, you will adjudicate contentious reasons for separation from employment, training, self-employment, work permits and often dealing with difficult and sensitive situations. You will conduct fact-finding interviews with clients and employers and investigate and obtain the missing information needed to determine eligibility for benefits. Taking into account each unique case, you will use your judgment when interpreting and applying policy and legislation. You will make decisions on client files and utilize your strong written and oral communication skills to document and deliver decisions.

The Environment:
We understand the importance of finding a mutual fit and this includes the right working environment. We work in an open office setting, contacting clients virtually from workstations while maintaining a strong client focus. Although we may work in a cubicle city, it’s an open and vibrant one of like-minded people that encourages collaboration and support among employees.

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. Our work has the added challenge of production and quality targets to encourage our success while maintaining service standards.

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.

Intent of the process

The intent of this process is to create a pool of qualified candidates at the PM01 (Payment Services Officer) level, and a 2nd pool of qualified candidates at the PM02 (Service Canada Benefits Officer) level to staff positions within Benefits Delivery Services - Employment Insurance in Vancouver, BC. This pool could also be used to staff similar positions of various tenures within Employment and Social Development Canada in Vancouver, BC.

In order to manage the number of applications in this selection process, management may apply top-down and/or random selection at any stage throughout the process.

Other qualifications may also be applied at any stage throughout the process.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

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

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

Note: You will be required to provide proof of education by providing a copy and/or showing the assessment team a copy of your High School Diploma or an official transcript (signed and dated) which clearly indicates the highest secondary school grade successfully completed. If you have completed post- secondary education, such as a degree or diploma, from a recognized post- secondary institution, then proof of completion may also be accepted as proof of education in lieu of a copy of your high school diploma. If the name on your education credentials is different from the name on your application, we will require proof that you are the same person.

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

Experience common to both PM01/PM02:

Experience in using technology (e.g. virtual communication, MS Office Suite and Windows).

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

Experience specific to Service Canada Benefits Officer PM02:

Experience in interpreting and applying legislation or policies.

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

English essential

Information on language requirements

Common to PM01/PM02:

Communication (oral)
Communication (written)
Thinking Skills
Diagnostic Information Gathering
Client Focus
Interpersonal Awareness
Dependability

Specific to Payment Services Officer PM01:
Verification and Accuracy

Specific to Service Canada Benefits Officer PM02:
Decisiveness

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

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

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
Willing and able to travel for training purposes.

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the targeted groups when you apply.

Information on employment equity

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

Screening Questions

Candidates must fully respond to the essential education and experience screening questions in the space provided for each question.

Please note that only stating the essential experience qualifications have been met, and/or listing job titles and responsibilities does not represent adequate substantiation. You must clearly demonstrate how you meet the essential experience criteria by describing personal job accomplishments, projects and activities relating to them.

You will not be screened in merely by virtue of occupying a current position whose work description meets the experience criteria. You must provide sufficient details to demonstrate that you meet all the requirements.

The resume will be considered a secondary source which could be used to validate the experience described in the screening questions.

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The Government of Canada is committed to building a skilled workforce that is representative of Canada's diversity, which includes the recruitment of Canadian Veterans and releasing Canadian Armed Forces personnel.

We encourage applicants to identify any skills, competencies and/or experiences they acquired through a career with the Canadian Armed Forces.

https://www.canada.ca/en/public-service-commission/jobs/services/gc-jobs/canadian-armed-forces-members-veterans/transition-to-the-federal-public-service.html

If you currently work for the Federal Public Service, which includes Separate Agencies, you must clearly provide the following information on the front page of your resume.
- Personal Record Identifier (PRI)
- Name and location of the organization
- Status of employment (indeterminate or term)

Acknowledgment of receipt of applications will not be sent.

All communication relating to this process, including email 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). Candidates are strongly encouraged to check their email on a regular basis. It is your responsibility to inform us at all times of any changes regarding your contact information.

Candidates are entitled to participate in the selection 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 may result in the rejection of your candidacy.

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

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

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.