Senior Consumer Services Representative

SELECTION PROCESS CANCELLED

We regret to inform you that this job opportunity has been cancelled.

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

Work environment

Located in downtown Ottawa, FCAC is a separate agency subject to the Public Service Employment Act (PSEA). We offer the same pension and benefits plans as the core public administration. In addition you will benefit from a minimum of four (4) weeks of vacation leave per year, earn a competitive salary, and be eligible for performance pay. We are also pleased to offer flexible work arrangements and a broad range of learning opportunities to help you grow and contribute your best. We have our own unique classification system (RE and REX) with relevant equivalences noted above.

Our people are our strength and we're looking for highly engaged and talented individuals to join our team!

Intent of the process

Although the immediate intent of this Job Opportunity Advertisement is to staff two (2) positions, this selection process may be used to establish a pool of qualified candidates, which could be used to staff similar or identical positions with various linguistic profiles and requirements, security profiles and various tenures.

Volume management strategies may be used at any time during this selection process.

Positions to be filled: 2

Information you must provide

Your résumé.

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

ESSENTIAL EDUCATION

College diploma or an acceptable* combination of education and experience.

*Acceptable combination is defined as a minimum of a high school diploma and three (3) years of telephone experience in a call center in the past five (5) years.

Degree equivalency

ESSENTIAL EXPERIENCE

E1 - Recent* AND significant** experience in a call center environment, responding by telephone to tier2 level of escalated complaints (e.g. general line, help line, retention, sales, or surveys).

E2 - Recent* AND significant** experience working in a call center environment responding by email to enquiries OR complaints from the general public (e.g. general line, help line, retention, sales, or surveys).

E3 - Experience organizing AND processing a large volume of documents in a correspondence tracking system.

*Recent is defined as experience normally acquired within the past five (5) years.

** Significant is defined as the depth and breadth of experience normally associated with the performance of those duties for a period of approximately two (2) years.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

ASSET EDUCATION

Completed course and/or certification in the customer service field from a recognized educational institution.

Degree equivalency

ASSET EXPERIENCE

AE1 - Experience using WebCIMS.

AE2 - Experience working in the financial sector.

AE3 - Experience working in a regulatory environment.

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

Bilingual - Imperative (CBC/CBC)

Information on language requirements

ESSENTIAL KNOWLEDGE

K1 - Knowledge of FCAC’s mandate.
K2 - Knowledge of the operations of a customer service/call center environment.
K3 – Knowledge of Microsoft Word and Outlook software.

COMPETENCIES AND ABILITIES

C1 - Building Business Relationships (2)
C2 - Innovative Thinking (2)
C3 - Results Oriented (2)
C4 - Service Orientation (3)
C5 - Analytical Thinking (3)
A1 - Ability to communicate effectively in writing.
A2 - Ability to communicate effectively orally.
A3 - Ability to work under pressure and prioritize workload.
A4 - Ability to draft, proofread, and edit letters and/or emails.

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

Willingness and ability to work overtime upon request.

Conditions of employment

Reliability Status security clearance

Must be available to work varying shifts (7.5 hours) Monday to Friday between 8:30 a.m. and 5:00 p.m. This is a requirement of the position that the incumbent must fulfill on an ongoing basis throughout his/her employment.

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

It is your responsibility to clearly outline how you meet each of the screening criteria (i.e. Education and Experience Qualifications) by RESPONDING TO THE SCREENING QUESTIONS IN THE ONLINE APPLICATION. Please note that it is not sufficient to only state that the requirement is met or to provide a listing of current responsibilities. You must provide concrete examples that illustrate how you meet each requirement. Your resume will be used to validate the answers provided. Therefore, it should also contain sufficient details regarding your education and experience.

You may be assessed using a variety of tools (email communication, online test, written examination, interview, presentation, recent and past performance assessment, reference check, etc.).

You are entitled to participate in the appointment process in the official language of your choice. Please indicate in your application your preferred official language.

All job applications must be submitted through the Public Service Resourcing System online. To submit an application on-line, please click on "APPLY ONLINE".

If you do not have Internet access in your home or through friends, relatives or neighbours, here are some suggested locations: campus career centres, libraries, community centres, Internet cafés, Canada/Student Employment Centres, and Public Service Commission (PSC) regional offices. You may also call 1-800 O-Canada (1-800-622-6232), or TTY 1-800-926-9105, for information on the nearest public Internet access location.

Persons who cannot apply online or persons with disabilities preventing them from applying online are asked to inform the contact persons responsible for this process and to contact 1-800-645-5605 prior to the closing date.

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.