PAYMENT SERVICES OFFICER and SERVICE CANADA BENEFITS OFFICER (Inventory)

Update: Amendment to language requirements

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

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.

Your application in this inventory will be active for 120 days. A notice that your application is about to expire will be posted to the My jobs menu of your account 30 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.

Please note that this process will ONLY be used to staff positions in Vancouver (British Columbia)

This process is being carried out in conjunction with internal selection process 2019-CSD-IA-BC-11175. The same assessment tools will be used for both processes. Should you apply on both, you will only be assessed once and the assessment results will be applied to both processes. Candidates who are eliminated from either process may re-apply if the inventory is still open and will be reassessed as long as they meet the waiting period requirement. The reassessment waiting period is 120 days from the date the written exam is sent. If you re-apply on either of the processes before the waiting period has elapsed, your application will not be considered.

Persons employed within Employment and Social Development Canada, including Service Canada, who occupy a position in Metro Vancouver, British Columbia AND Students in all departments across Canada presently appointed under Treasury Board Secretariat approved student employment programs (such as FSWEP; Post-Secondary CO-OP/Internship Program; Research Affiliate Program) who are able to complete their current education program by June 30, 2019 are encouraged to apply on 2019-CSD-IA-BC-11175.

Work environment

Are you interested in being part of a team that is committed to helping Canadians? Can you build trusting relationships with clients and co-workers? Can you make decisions based on a thorough analysis of facts and policies?

We are looking for individuals who share our enthusiasm for compassionate customer service.

The Office Environment:
Employment and Social Development Canada (ESDC) ensures employees have a safe, inclusive and innovative work environment where they feel valued and motivated. 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. There are social committees, events, and many ways to get engaged. ESDC 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…and we try to have as much fun as possible in the process.

Is this a good fit for you? Take a look at what each job is about.

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. We contact clients by phone and use various computer systems to maintain a virtual workload. Our work has the added challenge of production and quality targets to encourage our success while maintaining service standards to Canadians. As a PSO, you will help clients to understand program-specific legislation, procedures and the processes required to receive services and/or benefits. You will use your excellent client service and problem solving skills to gather information and analyze claims for benefits.

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. You will conduct fact-finding interviews with clients 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 Benefits:
We offer a flexible work arrangement along with 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

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.

Various volume management strategies may be applied at any stage of the selection process such as random selection, top-down selection of candidates and screening based on degree of experience.

Note: Initial job offers are anticipated to be term contracts up to 12 months with the possibility of an extension and/or permanent appointments.

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)

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.

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

Various language requirements
English Essential
Bilingual Imperative (CBC/CBC)
Bilingual Imperative (BBC/BBC)

Information on language requirements

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

Degree equivalency

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Common to both 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
Experience in interpreting and applying legislation or policies

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

Organizational Needs:
At ESDC, diversity is our strength. If you’re a woman, an indigenous 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 designated 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 ensure that your responses clearly demonstrate how you meet the qualification 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.

Communication for this process will be sent by email. Candidates must include a valid email address in their application that is functional at all times and accepts messages from unknown users as some email systems block these types of email. Candidates must check their email accounts frequently as responses provided after prescribed deadlines may not be accepted. Failure to respond to communications may be construed as a withdrawal from this process.

Persons 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 exam, c) oral interview.

For all communication please use:



Please note that all communication and conduct during the process may be used to evaluate any competency listed on the advertisement.

Acknowledgment of receipt of applications will not be sent.

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

The hiring organization will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System. 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.

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.