Service Canada Call Centre Agent, Payment Services 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

*** Please ensure that your information is updated and remains current in your PSRS Applicant Account***

Work environment

ESDC/Service Canada touches every Canadian at some point in their lives through our diverse programs and services offered at hundreds of locations across the country. Working for our team is an incredible opportunity to learn, find your career path and help Canadians every day. We were voted one of Canada’s Top 100 Employers for 2020! This is the second year in a row we have won this honour.

The Career:
Payment Service Officer – Call Centre

These positions are at an INBOUND call centre located in Vancouver, British Columbia. At the Call Centre we provide general program and client specific information related to Employment Insurance (EI) OR provide advice and guidance on programs within our Department to Employers through the Employer Contact Centre (ECC).

Payment Services Officer – Processing

These positions are also located in Vancouver, British Columbia and you will be contacting 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. You will help clients to understand program-specific legislation, procedures and the processes required to receive services and/or benefits. You will require client service and problem solving skills to gather information and analyze claims for benefits.

We provide extensive training and development to allow you to acquire comprehensive and up-to-date knowledge of Service Canada's programs and services. Training is provided through our in-house ONLINE/VIRTUAL training system combined with facilitator led training. Tests are administered regularly during the training to determine individuals understanding.

The Office Environment:

Our work environment is a vibrant, open concept that encourages collaboration and support among employees. We have social committees, work committees, organized events and many other ways to be engaged.

Employment and Social Development Canada 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 while supporting work life balance.

Work conditions require adapting to change, dealing with a variety of different client situations, as well as potentially receiving calls from angry or upset clients.

The work environment will be attractive to people who are:
. highly motivated,
. quick learners,
. quality-oriented,
. customer-focused,
. able to thrive in a fast-paced, high-volume environment.

We are looking for candidates who possess and demonstrate:
. Strong communication talents,
. Excellent customer service skills, remains calm when dealing with callers
. Thinking skills,
. Information-gathering and computer-keyboarding skills
. Passion for helping others

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 to staff positions within Benefits Delivery Services in Vancouver, British Columbia.

This pool could also be used to staff similar positions of various tenures (including acting) within Employment and Social Development Canada in Vancouver British Columbia.

Initially a random selection among applications may 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 further assessments may be conducted at a later date, and qualified candidates will be added to the same pool to fill future vacancies.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

A covering letter in 400 words (maximum) "***A covering letter between 200-400 words. Please refer to “Other Information” for more details regarding this cover letter requirement***"

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

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

Degree equivalency

EXPERIENCE:
Experience in delivering programs or services including obtaining or 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)*

* The minimum language requirement for bilingual positions is Bilingual imperative - Level: BBC/BBC and CBC/CBC. Candidates must have the minimum linguistic profile for bilingual positions. Second Language Evaluation Tests will be administered for bilingual positions. For more information, please visit: https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service.html

Information on language requirements

ABILITIES & PERSONAL SUITABILITY:
• Demonstrating Integrity and Respect
• Showing Initiative and Being Action-Oriented
• Thinking Things Through
• Working Effectively with Others
• Attention to Detail
• Communication

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

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.

Conditions of employment

Reliability Status security clearance

. Willing and able to travel for training purposes
. Willing and able to work variable hours, including working weekends and/or shift work and/or overtime, and/or part-time or full time hours based on operational requirements

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

Cover Letter

Applicants must include a covering letter between 200-400 words that answers the following question to assess Working Effectively With Others and Communication (Written)

***Question: Our organization places great value and importance on each team member’s ability to work effectively with others in the workplace. Describe a time when you worked effectively with others to achieve a common goal.***

Working Effectively With Others is defined as follows: Employees build and maintain beneficial relationships and partnerships by being open to other’s ideas, goals and perspectives, and appropriately sharing information in order to achieve organizational goals.

Communication is defined as follows: Expressing oneself clearly, concisely and openly, to effectively exchange information and ideas with others, and to demonstrate understanding, respect and appreciation of others’ perspectives.

The work is to be done independently without the help of others.

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

All appointments and deployments from outside the Public Service are subject to a probationary period of 12 months.

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

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.

Proof of Canadian citizenship will be required.

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.