Service Canada Call Centre Agent (Payment Services Officer)

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

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 and may be required to pay for their own relocation expenses.

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

Work Environment
We understand the importance of finding a mutual fit. Here’s some more information on how amazing we are, and why you might want to be a part of our team.

The Career:
These positions are at an INBOUND call centre located in EDMONTON, AB. At the Call Centre we provide general program and client specific information related to the benefit programs with our Department such as Employment Insurance (EI) OR Canada Pension Plan (CPP) and Old Age Security (OAS).

We provide extensive training and development to allow you to acquire comprehensive and up-to-date knowledge of Service Canada's programs and services. Training is provided through our in-house ONLINE training system combined with facilitator lead training. Tests are administered regularly during the training to determine individuals understanding.

The Office Environment:
Our work environment is a vibrant, open concept that encourages collaboration and support among employees. We have social committees, work committees, organized events and many other ways to be engaged.

Employment and Social Development Canada is a large, yet connected organization of people dedicated to our clients and improving service delivery by constantly evolving with changes in technology, procedures and legislation while supporting work life balance.

You will work in an open space cubicle environment which can affect attention. These positions require prolonged sitting with a headset as well as frequent repetitive keyboarding and mouse motions for inputting data in a work environment that contains background noise and constant exposure to a computer screen.

Work conditions require adapting to change, dealing with a variety of different client situations, as well as potentially receiving calls from angry or upset clients.

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 possess and demonstrate:
. Strong communication talents,
. Excellent customer service skills, remains calm when dealing with callers
. Thinking skills,
. Information-gathering and computer-keyboarding skills
. Passion for helping others

The Benefits:
We offer 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 development.

Intent of the process

This selection process will be used to create a fully 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: 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 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 provide proof of their education credentials, i.e. a diploma or official transcript.

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
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

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

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

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

EXPERIENCE:
. Provide examples to best demonstrate how you meet the following essential
qualifications:
1) Experience in delivering services or programs to the general public
involving obtaining and providing information requiring explanation or clarification,
and
2) 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.

. 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.

.

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.