Are you the Call Center Payment Services Officer that we are looking for?

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.

The positions to be filled are for the Longueuil and Shawinigan call centres. We encourage you to apply only for the city or cities where you are truly able to work. The number of call centres selected does not have any effect on your application. The job opportunities are the same at both call centres.

Once hired, you will take a mandatory 10 week training course from Monday to Friday and will receive post training follow up. You must be available for the duration of training; no leave will be granted. It is essential to successfully complete the course and post training follow up to stay in the role.

When you apply, you must answer the screening questions and give concrete and detailed examples that clearly illustrate how you meet each qualification.

It is not sufficient to indicate the position occupied or to state that you have met the required qualification.

Explain clearly where, when and how you gained this experience. The note “see resumé” will not be accepted.

If you do not clearly demonstrate that you have the required experience your application may be rejected.

Each question is divided into two parts. The first part consists of a simple question requiring a “YES” or “NO” answer. If your answer is “Yes,” the second part will require that you fully demonstrate how you obtained this qualification by answering the sub-questions.

Watch this video to gain a better understanding of how to apply:
https://youtu.be/0GW7P3g9hhI

Duties

The payment services officer position offers an interesting and stimulating opportunity to use your excellent customer service skills to make a difference in the lives of Canadians.

Over the phone, you will assist a varied clientele with matters related to Employment Insurance, Old Age Security and the Canada Pension Plan. To help us succeed and maintain service standards, you will be working toward performance objectives.

Your duties will include:
- Continuously take calls using different computer programs and do so while staying in your office in front of your monitors.
- Understanding callers’ needs in order to give them complete and accurate information and take action according to procedures.
- Help clients understand program specific legislation and the procedures and processes for receiving services or benefits.
- Remaining professional and courteous with callers even in more sensitive situations.

Work environment

In joining our team, you will be part of a dynamic, inclusive and welcoming organization that makes citizen services its main mission.

The organization positions itself as an employer of choice by providing a healthy and motivating work environment in addition to several benefits (competitive salaries, paid leave, health and dental insurance, pension fund, opportunities for career growth, etc.).

LONGUEUIL CALL CENTRE
Whether you are a public transit user, a driver or even a cyclist, you will not have any problems getting to your workplace. The call centre is located in the SSQ Tower, which is at the end of the Jacques Cartier Bridge and steps away from the Metro and the Longueuil terminal. Our facilities are very modern with windows that provide plenty of natural light and an exceptional view.

Localisation : https://goo.gl/maps/QXJq3ADtYZr

SHAWINIGAN CALL CENTRE
The Shawinigan call centre is located in an area dominated by nature where parking is free. A cafeteria is available onsite and there is a public daycare center (PDC) nearby where you will get priority as an employee.

Localisation : https://goo.gl/maps/NcQMVSeruVG2

Intent of the process

The purpose of this process is to create a pool of qualified candidates to meet the requirements, as needed. Contracts will be awarded with a schedule varying from 27.5 to 37.5 hours but the schedules are generally full-time.

This process may be used to staff similar positions with various tenures and various linguistic requirements.

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)

STUDIES:
Secondary school diploma or employer-approved alternatives (a satisfactory score on the Public Service Commission (PSC) test approved as an alternative to a secondary school diploma)

If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. For more information, consult the Canadian Information Center for International Credentials at www.cicic.ca.

Degree equivalency

EXPERIENCE:
Experience in customer service or delivering 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
French essential
Bilingual – Imperative (BBC/BBC)

*Note that French language proficiency is necessary to occupy a French essential position or bilingual imperative position (since you will be required to take calls in both official languages).

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

ABILITIES, COGNITIVE ABILITIES AND PERSONAL CHARACTERISTICS:
Ability to work in a call centre
Ability to listen and to write
Oral Communication
Ability to satisfy needs and to demonstrate attention to detail
Ability to use digital technology
Ability to learn independently
Focus on customer service and ability to manage sensitive situations
Reliability

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

CAPACITIES:
Reasoning
Openness to others

ORGANIZATIONAL NEEDS:
At Employment and Social Development Canada, diversity is our strength. If you’re a woman, an Aboriginal 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:
Based on operational requirements, consent and be able to work during flexible scheduled hours.
Willing and able to work overtime as required.
Willing and able to travel for training purposes.

Conditions of employment

Reliability Status security clearance

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

All communication between the Selection Committee and candidates related to this process, including electronic mail correspondance and oral conversation may be used for assessment purposes.

Assessments will take place during the day, evening or during weekends. Throughout the selection process, it is your responsibility to make yourself available for all testing and interview dates for which you will be invited.

We will communicate with applicants by email and it is important to provide a valid email address in their applications and make sure that this address is functional at all times and that it accepts messages from unknown users. Acknowledgment of receipt of applications will not be sent.

All persons are entitled to participate in the appointment process in the official language of their choice.

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.