Call Centre Payment Services Officer (Inventory)

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 specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation: https://www.canada.ca/en/public-service-commission/services/assessment-accommodation-page.html

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.

Please ensure that your information is updated and remains current in your Public Service Resourcing System (PSRS) Applicant Account.

APPLICATION INFORMATION:

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.

On-line applications through the Public Service Resourcing System will be accepted.
To submit an application on-line, please click on the button "Apply Online". Persons with disabilities preventing them from applying on-line are asked to contact 1-800-645-5605.

Please note when submitting an application to this selection process, you will be prompted to answer screening questions concerning the essential education and experience qualifications as well as asset qualifications.

When answering these questions, please provide detailed, concrete examples that clearly demonstrate HOW YOU meet the requirement. Failure to clearly substantiate how you meet the screening criteria will result in the rejection of your application.

ALL OTHER COMPETENCIES/QUALIFICATIONS WILL BE ASSESSED AT A LATER TIME.

INSTRUCTIONS
When recording your examples, be sure to:
• Provide concrete, specific examples of actions that speak directly to the experience factor.
• Choose examples with sufficient complexity, impact and difficulty to ensure you illustrate the depth and breadth of your experience for each qualification.
• In referring to an experience achieved in the context of a team, set your role apart from the role(s) of others.
• Please describe the achievements in the past tense. This will help to ensure that you are providing concrete examples, rather than making general statements (e.g. instead of saying “I work well within a team….” you can say “I worked well with a team when….”).
• Use action verbs when describing your experience i.e. lead, managed, organized, planned, prepared, informed, determined, etc.
• Each example must include when the example took place, background of each situation, what you did, how you did it, what your role was in the situation, and what the outcome was.

Please note that candidates (including employees of the Federal Public Service) will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, candidates will be responsible for travel costs.

Assessment will occur on an ongoing basis and may take place during the day, evening or weekends. Failure to attend assessment may result in the rejection of your candidacy.

If candidates are pulled from this inventory and are unsuccessful, their application will not be given any further consideration for this process. We encourage candidates to continue to consult the other external job opportunities posted by the Public Service Commission of Canada at following address: http://jobs-emplois.gc.ca/index-eng.htm.

Work environment

These positions are with inbound call centres located in Bathurst, New Brunswick. A Payment Services Officer provides services to the general public with respect to Employment Insurance benefits or Canada Pension Plan/Old Age Security benefits or questions about programs and services for employers. Mandatory training will allow you to acquire a comprehensive and up-to-date knowledge of Service Canada's programs and services.

To excel in this position you must be:
. 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 possess and demonstrate:
. Strong communication skills
. Excellent customer service skills
. Problem-solving skills
. Information-gathering and computer-keyboarding skills

This position requires the use of a headset 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 difficult clients.

Intent of the process

A pool of qualified candidates will be established for temporary positions at the Bathurst, New Brunswick Call Centres.

Applicants are encouraged to apply ONLY if they are able to relocate or commute to Bathurst, New Brunswick.

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)

EDUCATION :

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).

NOTE:
-A Secondary School Diploma refers to a High School Diploma.
-Equivalencies granted by provincial and territorial authorities (e.g. - General Education Development (GED), Adult Basic Education (ABE) which is a secondary school equivalent), will be accepted.
-A degree from a recognized* post-secondary institution will be accepted in lieu of a Secondary School Diploma.
*A recognized post-secondary institution includes those categorized as “recognized” as well as “authorized” by the Canadian Information Centre for International Credentials (CICIC).
-The PSC Test approved as an alternative to a secondary school diploma is the Public Service Commission’s General Intelligence Test 320 (GIT-320)
-The acceptable combination will be evaluated by considering the highest level of education achieved and the depth and breadth of training and/or experience accumulated in customer service and/or in an office setting.


•PROOF OF YOUR EDUCATION CREDENTIALS AND, IF APPLICABLE, PROOF OF NAME CHANGE DOCUMENT(S) WILL BE VALIDATED AT A LATER DATE. PLEASE ENSURE YOU HAVE THE ORIGINAL COPY OF THESE DOCUMENTS READILY AVAILABLE AS PROOF OF YOUR EDUCATION CREDENTIALS.

Degree equivalency

EXPERIENCE :

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
Bilingual - Imperative (BBC/BBC)
English essential

Information on language requirements

ABILITIES AND SKILLS :

Communication (oral)
Communication (written)
Thinking Skills
Verification and Accuracy
Diagnostic Information Gathering

PERSONAL SUITABILITY :

Client Focus
Interpersonal Awareness
Dependability

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

EXPERIENCE :

Experience in working as a call centre agent.

ABILITIES AND SKILLS :

Using Technology.

Selection may be limited to members of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women

Information on employment equity

Conditions of employment

Reliability Status security clearance

-Willing and able to travel for training purposes
-Willing and able to work shift work

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 designated groups when you apply.

Information on employment equity

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

-To be considered for a Bilingual Imperative BBC/BBC position, you must already have Second Language Evaluation results at the BBC/BBC level (proof will be required) OR you must be willing to undergo a Second Language Evaluation.

- To obtain a copy of the SLE results, candidates may make a request at the following website http://www.psc-cfp.gc.ca/ppc-cpp/test-examen-result/tst-rslt-examneng.htm. For more information on SLE, visit the following web-site: http://www.psccfp.
gc.ca/ppc-cpp/sle-els/cand-info-cand-eng.htm.

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

-Testing/interviews will be conducted at locations of the employer's choice and may require candidates to travel to the test/interview location.

-Please note that candidates (including employees of the Public Service) will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, candidates will be responsible for travel costs.

-Candidates are entitled to participate in the selection process in the official language of their choice.

-Applicants must clearly demonstrate how they meet the essential education and essential experience qualifications in the on-line questionnaire that is part of the application process. Failure to do so will result in their application being screened out
without further consideration.

-A written examination may be administered. If you fail to attend to this assessment without good reason, you will not be considered further in this process.

-Reference checks may be sought from your most recent employers.

-Candidates must meet all of the essential qualifications to be appointed to a position.

-A candidate may be appointed to the position even though he/she does not meet any or all of the asset qualifications, organizational requirements, or operational needs. However, meeting these criteria is desirable and may be used as a deciding factor in choosing the person to be appointed.

-Please note that top-down and/or random selection may be used during this process.

-Our intention is to communicate with applicants by e-mail for screening/assessment purposes (including sending invitations for written tests and interviews). "IMPORTANT" It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required. Applicants who apply to this selection process must include an email address that accepts email from unknown users (some email systems block these types of email). Applicants are strongly encouraged to check their email on a regular basis.

**Important Messages**

All job applications must be submitted through the Public Service Resourcing System. To submit an application on-line, please click on the button "Apply Online". Persons with disabilities preventing them from applying on-line are asked to contact
1-800-645-5605.

Following are some of the benefits associated with applying on-line:

-Applicants can create a profile and a resume that can be used when applying for other processes without having to recreate a new application each time.

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

-Applicants can verify the status of their applications, at any time.

-Applicants can be notified electronically of tests or interviews and results.

-For some jobs, applicants will find important information, namely the job questionnaire and a complete statement of merit criteria that are only available when applying on-line.

-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.

Preference

Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

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