JOIN OUR DYNAMIC TEAM - Payment Services Officer (Inventory)

Update: Amend Closing Date from February 11, 2021 to March 31, 2021

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.

Our Departmental values guide us in everything we do. Service Canada is seeking candidates who identify with our Departmental values. Candidates are expected to read the Statements of Values in the Values and Ethics Code for the Public Sector prior to submitting an application.

NOTE: All parts of the assessment process may be used to assess personal suitability.

Work environment

We are seeking people who work effectively with people of diverse backgrounds and are dedicated to providing quality client service in a fast paced, high volume environment. Do you want to use your skills, passion and dedication to support Canadians through life’s big moments? Do you want to continue to develop your professional skills and take advantage of learning and advancement opportunities across program areas and across the country? If so, you have found the right place!

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What kind of work will you be doing?
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As a Payment Services Officer (PSO), you will play a key role in the administration of federal benefit programs that impact the livelihood of many Canadians. Such programs include Employment Insurance, Canada Pension Plan and Old Age Security. There are two different PSO jobs:

The primary role of the call centre PSO is to answer questions and provide guidance to clients/citizens on the phone. The primary role of the processing PSO is to review claims for benefits in order to determine entitlements.

Extensive training and development opportunities will allow you to acquire a comprehensive and up-to-date knowledge of Service Canada’s programs and services. Working conditions require adapting to change, dealing with stress, and dealing with difficult conversations.

Intent of the process

A pool of qualified candidates will be established for positions in the Ontario Region.

The pool may be used to staff similar positions within Employment and Social Development Canada, Service Canada, Ontario Region.

Please indicate the top three (3) locations you would like to be considered for from the locations listed below. (See "Other information" section regarding travel costs.)

Locations:
Toronto
Scarborough
Richmond Hill
Mississauga
London
Kitchener
Windsor
Belleville
Sudbury
Cornwall
Chatham
Timmins
Vaughan

Candidate names are pulled from the inventory at random based on the hiring location at any given time. Please ensure that you select ONLY the location(s) for which you are available to work.

Candidate selection will be made by considering the candidate's experience/qualifications to the needs of the position(s) being staffed. Therefore, qualified candidates that are selected for a specific location/work unit will be offered a position in that location/business line ONLY.

Please be advised that qualified candidates who decline offers twice, will be removed from the qualified pool.

A probationary period of one year will apply for all initial hires into the Federal Public Service.

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)

1. Experience in using technology such as email, internet and search engines such as Google or Safari.

2. Experience in providing professional, positive client service by gathering relevant facts and providing information.

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

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

Note: If you are Bilingual and wish to be considered for both Bilingual and English Essential positions, please check off both when applying.

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

NOTE: APPLICANTS WILL NOT BE SOLICITED FOR INCOMPLETE OR POSSIBLE MISSING INFORMATION

ESSENTIAL QUALIFICATIONS:

1. Secondary school diploma or employer-approved alternatives (a satisfactory score on the PSC test approved as an alternative to a secondary school diploma (GIT 320); or an acceptable combination of education, training and/or experience) Details on education provided in the “Other Information” section.

The ‘acceptable combination’ will be evaluated by considering the highest level of education achieved, the depth and breadth of training and the depth and breadth of experience accumulated in an office setting or a client service environment.

If you have foreign credentials, please refer to the 'Degree Equivalency' link below. More information is available in the "Other information" section.

Degree equivalency

OTHER ESSENTIAL QUALIFICATIONS (will be assessed at a later date):
Ability to:

• Write and speak in a way that is appropriate and easily understood (Oral and Written Communication)
• Analyze a situation to resolve a problem (Thinking Skills)
• Accurately verify information to ensure it is correct (Verification and Accuracy)
• Show initiative in seeking out information to decide on next steps (Diagnostic Information Gathering)
• Working effectively with clients/others for mutually agreeable outcomes (Client Focus)
• Demonstrate integrity and respect in dealing with others (Interpersonal Awareness)
• Demonstrate Trustworthiness (Dependability)

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

OPERATIONAL REQUIREMENTS:

• Successful completion of the Payment Services Officer training will include successfully passing scheduled prescribed written tests and post training monitoring.

• Must be willing and able to work overtime as required.

Conditions of employment

Reliability Status security clearance - Credit Check
Must be willing and able to travel for training purposes.
Must be willing and able to work variable hours.
Must be willing and able to work shift work.

(as applicable to the position)

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

NOTE: Candidates already employed with the Federal Public Service: Performance Agreements and Talent Management results may be used for internal staffing decisions. Other considerations may be a deciding factor in choosing the person to be appointed (i.e. other qualifications deemed relevant, organizational needs, and/or operational needs).

FREQUENTLY ASKED QUESTIONS (FAQ):
Q. What happens if I have a disability that prevents me from applying online?
A: Persons with disabilities preventing them from applying online are asked to contact 1-800-645-5605.

Q. Will I receive a communication advising me that my application has been received?
A: No, we will only contact candidates who are screened into the process.

Q: How will I be assessed in this process?
A: Assessment will occur on an ongoing basis and may take place during the day, evening or weekends.
- A variety of assessment tools may be used (written examination, interview in person, or by telephone or by videoconference, and/or reference checks).
- Assessment will be conducted at locations of the employer's choice and may require candidates to travel to the test/interview location.
- A random selection and/or top down selection may be used at any point during the assessment process.

Q: What is Random Selection?
A: “Random Selection” is when applicants are randomly selected to move forward with the next step of the selection process. In this type of selection process, each member of a group stands an equal chance of being chosen. This strategy may be used when we receive a high volume of applications.

Q: What is Top Down Selection?
A: ‘Top Down Selection’ is when candidates are hired or chosen to move onto the next step of the selection process based on their results in the process so far. Candidates with the highest scores overall, or based on business needs, the highest scores in certain areas, may be selected first.

Q: How will I know if I meet the education requirement?
A: Additional information to help you determine if you meet the education requirement:
- A Secondary School Diploma refers to a High School Diploma.
- A completed degree from a university or a completed college diploma from 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). https://www.cicic.ca/
- The PSC Test approved as an alternative to a secondary school diploma is the Public Service Commission’s General Intelligence Test 320 (GIT-320)

PROOF OF YOUR EDUCATION CREDENTIALS AND, IF APPLICABLE, PROOF OF NAME CHANGE DOCUMENT(S) WILL BE VALIDATED AT A LATER DATE, AND MUST BE PRESENTED UPON REQUEST. PLEASE ENSURE YOU HAVE THE ORIGINAL COPY OF THESE DOCUMENTS READILY AVAILABLE AS PROOF OF YOUR EDUCATION CREDENTIALS/PROOF OF NAME CHANGE. Failure to produce required documents could result in being eliminated from the process.

Q: If I have foreign education credentials, do I need to provide proof of Canadian Equivalency?
A: Yes, candidates with foreign education credentials are required to provide proof of Canadian equivalency. Any applicable fees are the responsibility of the candidate.
- The federal public service will accept any Foreign Educational Credentials as long as they are deemed comparable to Canadian standards, determined by a recognized credential assessment service.
- Please consult the Canadian Information Centre for International Credentials (CICIC) at their website: https://www.cicic.ca/ where you will find links to Canadian organizations that provide equivalency assessments.

Q: Will any costs I incur for travel be reimbursed?
A: Candidates (including employees of the Public Service) will not be considered to be on travel status or on government business, and travel costs will not be reimbursed. Candidates will be responsible for travel costs.

Q: In what stage of the assessment process will reference checks be sought?
A: Reference checks will be sought for those who are successful at all testing/interview phases.

Q: Will my assessment be in English or French?
A: You are entitled to participate in the appointment process in the official language of your choice. However, you will be assessed to ensure you meet the language profile of the position you have applied for.

Q: If I am applying for a Bilingual Imperative BBC/BBC or CBC/CBC position, how will my language proficiency be evaluated?
A: To be considered for a Bilingual Imperative BBC/BBC or CBC/CBC position, you must be willing to undergo Second Language Evaluation testing OR you must already have a valid

Second Language Evaluation results at the BBC/BBC or CBC/CBC level (proof will be required).

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

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.