PAYMENT SERVICES OFFICER and SERVICE CANADA BENEFITS 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

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 serving Canadians.

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 second pool of qualified candidates at the PM02 (Service Canada Benefits Officer) level to staff positions within Employment and Social Development Canada in Nanaimo, BC. This pool could also be used to staff similar positions of various tenures within Employment and Social Development Canada in Nanaimo, BC.

Initially a random selection among applications will be made. Randomly selected applicants will be assessed and those who meet all the essential qualifications will be placed in the qualified pool. Subsequent random selections from the remaining inventory and assessments may be conducted at a later date, and qualified candidates will be added to the same pool to fill future vacancies.

Applicants are encouraged to apply ONLY if they are able to relocate to Nanaimo (British Columbia).

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)

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. 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 (CBC/CBC)

Information on language requirements

Common to both PM01/PM02:
Communication (oral)
Communication (written)
Thinking Skills
Diagnostic Information Gathering
Client Focus
Interpersonal Awareness
Dependability

Specific only to Payment Services Officer PM01:
Verification and Accuracy

Specific only 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)

Asset Qualification:

Experience in the Employment Insurance (EI) claims calculation and assessment process
Experience in the Employment Insurance (EI) adjudication process

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.***

Acknowledgment of receipt of applications will not be sent.

ESDC is committed to providing a workplace environment that supports productivity and the personal goals, dignity and self-esteem of every employee. In the workplace, you have the right to be treated fairly and with respect, in an environment free of discrimination, harassment and offensive behaviour. Employees will be expected to conduct themselves in a professional manner, being respectful in all interactions and promoting civility in the workplace. The Values and Ethics Code for the Public Sector as well as the ESDC Code of Conduct outline expected behaviours for all staff. Please copy and paste the following link into your browser to view the Code of Conduct:
https://www.canada.ca/en/employment-social-development/corporate/code- conduct.html

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.

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 entire responsibility to inform us at all times of any changes regarding your contact information.

For all communication please use:


All information obtained throughout the selection process, from the time of application to close of process, may be used to evaluate the candidates.

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.

If you require accommodation during the selection process, please indicate this on your application and/or resume.

Failure to participate in assessments as scheduled may result in the rejection of your candidacy.

Proof of Canadian citizenship will be required.

Candidates from outside the public service will be required to pay for their own travel for various assessment phases.

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.