Seeking Call Centre Representatives

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

The Public Service of Canada recognizes that the diversity of its employees' population contributes to its strength and integrity. We are committed to achieving employment equity and developing a highly capable workforce that is representative of Canadian Society.

Preference may be given to applicants who are members of one or more of the following groups: women, Aboriginal peoples, persons with disabilities and members of a visible minority group.

Duties

The Financial Consumer Agency of Canada (FCAC) is looking for talented customer service-minded people to join our Consumer Services Centre, in the Public Affairs Branch.

FCAC is a small independent federal agency that offers a stimulating work environment, where everyone contributes to achieving results.

The Consumer Services Centre is the public face of FCAC and plays an important role in helping the Agency fulfill its mandate to protect Canadians in their dealings with financial institutions. The Consumer Services Centre helps Canadians understand their rights as the customers of financial institutions and supports Canadians with their enquiries and complaints related to their personal banking. In addition, the Consumer Services Centre contributes to the Agency’s program, regulatory and research functions through gathering information, identifying trends and conveying important messages to Canadians.

FCAC is an organization with a growing profile and one that is committed to employee engagement and development.

If you thrive in a vibrant and fast-paced environment, enjoy helping Canadians, and are looking for an interesting and rewarding opportunity, we encourage you to apply.

This is an entry-level position that can lead you to other opportunities within the Agency.

Work environment

Today’s financial marketplace is complex, global and constantly in flux. Likewise, FCAC must be innovative and agile to remain a trusted authority in financial consumer protection. Its greatest strength is its people, a knowledgeable, experienced and passionate team of approximately 150 professionals that draw on the diversity of their skills and expertise to advance the agency’s mandate.

Located in downtown Ottawa (but fully equipped to work virtually), FCAC is a small separate agency subject to the Public Service Employment Act (PSEA). We offer the same pension and benefits plans as the core public administration. In addition you will benefit from a minimum of four (4) weeks of vacation leave per year, earn a competitive salary, and be eligible for performance pay. We are also pleased to offer flexible work arrangements and a broad range of learning opportunities to help you grow and contribute your best. We have our own unique classification system (RE and REX) with relevant equivalences noted above.

If you are strategic and creative and want to join a dynamic team, FCAC is definitely for you!

Intent of the process

This selection process may be used to establish a pool of qualified candidates, which could be used to staff similar or identical positions with various linguistic profiles and requirements, security profiles and various tenures.

Positions to be filled: 2

Information you must provide

Your résumé.

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

RE-03 Position: Consumer Services Representative
RE-04 Position: Senior Consumer Services Representative

EDUCATION

Applicable to both RE-03 and RE-04 levels:

College diploma OR an acceptable* combination of education and experience.

*Acceptable combination is defined as a minimum of a high school diploma AND two years of experience in a field relevant to the position, such as a call-centre or in-person centres.

Degree equivalency

EXPERIENCE

Applicable to both RE-03 and RE-04 levels:

E1 - Experience researching information for responses to enquiries from the general public/customers (e.g., databases, search engines).

E2 - Experience using MS Office Suite (Word, Excel, Outlook).

E3 – Minimum of one (1) year of experience in a call-center or similar environment responding by telephone to enquiries AND/OR complaints from the general public/customers.

E4 - Experience writing AND proofreading responses to enquiries from the general public/customers.

Applicable to RE-04 level only:

E5 – Recent* AND Significant** experience handling complex*** issues and dealing with difficult situations with the general public/customers by telephone AND in writing.

*Recent experience is defined as having been obtained in the past five (5) years.

** Significant experience is defined as the depth and breadth of experience with having performed a broad range of related activities full-time during two (2) years.

***Complex includes issues that may have multiple elements or dimensions, OR may involve multiple internal or external stakeholders, OR may involve other factors that the candidate can demonstrate are complex.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

ASSET EXPERIENCE

AE1 - Experience working in a regulatory environment.
AE2 - Experience working in the financial sector.
AE3 - Experience using WebCIMS.

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

Various language requirements
Bilingual imperative
RE-03: CBC/CBC
RE-04: CCC/CCC

Information on language requirements

KNOWLEDGE

K1 - Knowledge of FCAC’s mandate.
K2 - Knowledge of issues that impact consumers of financial products and services.
K3 - Knowledge of customer service techniques.

COMPETENCIES

C1 - Demonstrating integrity and respect.
C2 - Thinking things through.
C3 - Working effectively with others.
C4 - Showing initiative and being action oriented.

ABILITIES

A1 - Ability to communicate effectively in writing.
A2 - Ability to communicate effectively orally.
A3 - Ability to work under pressure and prioritize workload.

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

Willingness and ability to periodically work overtime on short notice.

Conditions of employment

Reliability Status security clearance

Must be available to work varying shifts (7.5 hours) Monday to Friday between 8:30 a.m. and 5:00 p.m.

This is a requirement of the position that the incumbent must fulfill on an ongoing basis throughout his/her employment.

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

We will only accept on-line applications received via the jobs.gc.ca site. There are some benefits associated with applying on-line: Applicants can create a profile and retrieve stored application(s) (personal information, covering letter and résumé) previously submitted and modify them, if necessary, before submitting the application. Applicants can modify their application/résumé at any time BEFORE the closing date indicated on the job advertisement.

Candidates invited to an interview will be required to provide proof of their education credentials, in the form of a diploma or official transcript (original documents only).

Various assessment tools may be used in this selection process such as: cover letter, written tests, performance assessments, interview, reference checks etc. All communication relating to this process, including email correspondence may be used in the assessment of qualifications identified on the Statement of Merit Criteria.

You must meet all essential qualifications in order to be appointed to the position. Candidates may be required to meet some or all the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Acknowledgment of receipt of applications will not be sent.

Depending on the number of applicants, volume management strategies such as random selection, top-down approach and/or establishing cutoff scores to determine who will continue in the staffing process, may be used for the purpose of managing applications. Please note that although you may attain the established pass mark on any of the assessments used in this staffing process, management may decide to use a higher cut off score.

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.