Call Centre Payment Services Officer - JOIN OUR DYNAMIC TEAM

Update: New condition of employment added to the conditions of employment section to reflect the new requirement that all public servants be fully vaccinated against COVID-19.

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: https://www.canada.ca/en/public-service-commission/services/assessment-accommodation-page.html

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.

On October 6, 2021, the Government of Canada announced its plans to require vaccination across the federal public service.

As per the new Policy on COVID-19 Vaccination for the Core Public Administration Including the Royal Canadian Mounted Police, federal public servants in the Core Public Administration and members of the RCMP must attest to their vaccination status. The requirement for employees to be fully vaccinated applies whether they are teleworking, working remotely or working on-site. This is a condition of employment. Accommodation requests will be assessed on a case-by-case basis and will be limited to employees who are unable to be vaccinated due to a certified medical contraindication, religion or any other prohibited ground of discrimination as defined in the Canadian Human Rights Act (CHRA).

The Federal Public Service is stronger and most effective when we reflect the diversity of the Canadian population we serve. Employment and Social Development Canada (ESDC) is dedicated to building and promoting a diverse, equitable and inclusive workforce, representative of Canadian society. All candidates who believe they are qualified are encouraged to apply, including Black, other racialized and Indigenous peoples, women, persons with disabilities and persons of the LGBTQ2+ community.

Individuals who identify with the LGBTQ2+ community and have any questions concerning their potential candidacy in this selection process are encouraged to send an email to the following mailbox: . This mailbox is confidentially managed by a person of the LGBTQ2+ community.

Further to changes made to the Public Service Employment Act (PSEA) to address systemic barriers for equity-seeking groups in public service staffing, permanent residents now have the same preference as Canadian citizens when appointments are made through external advertised hiring processes. The following statement replaces the statement in the ‘’Preference’’ section located at the bottom of the job advertisement (i.e. correct statement includes permanent residents):

Preference will be given to veterans first and then to Canadian citizens and permanent residents, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Your application in this inventory will be active for 180 days. A notice that your application is about to expire will be posted to the My jobs menu of your account 21 days before the end of your active period. If you do not take action, your application will no longer be active and therefore no longer considered for this inventory. Should your application become inactive while the process is still open, a notice will be posted to your account indicating that your application has expired; you may select the link Update my Inventory Status to reaffirm your interest.

Please note when submitting an application to this selection process, you will be prompted to answer screening questions concerning the essential education as well as asset qualification.

When answering these questions, please provide detailed, concrete examples that clearly demonstrate HOW YOU meet the requirement. Failure to clearly substantiate how you meet the screening criteria will result in the rejection of your application.

ALL OTHER COMPETENCIES/QUALIFICATIONS WILL BE ASSESSED AT A LATER TIME.

Duties

These positions are with inbound call centres located in Bathurst, New Brunswick. A Payment Services Officer provides services to the general public with respect to Employment Insurance benefits or Canada Pension Plan/Old Age Security benefits or questions about programs and services for employers. Mandatory training will allow you to acquire a comprehensive and up-to-date knowledge of Service Canada's programs and services.

To excel in this position you must be:
► Highly motivated
► A quick learner
► 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 skills
► Excellent customer service skills
► Problem-solving skills
► Information-gathering and computer-keyboarding skills

This position requires the use of a headset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer screen.

Work environment

Evolving Work Environment:

Employment and Social Development Canada (ESDC) ensures employees have a safe, inclusive and innovative work environment where they feel valued and motivated. 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.

We have quickly adapted to the new reality and the majority of our employees are currently working remotely from their home. While working remotely is not yet widely solidified as a permanent solution, it is currently part of our work environment. Employees can expect to work on site, remotely or with combination of both depending on the organizational needs at the time of hiring and as we evolve.

Intent of the process

A pool of qualified candidates will be established for temporary (Casual/Term) positions for the 10am – 6pm shift (subject to change as per operational requirements at the time of hiring) in the Bathurst, New Brunswick Call Centres.

Applicants are encouraged to apply ONLY if they are able to relocate or commute to Bathurst, New Brunswick.

You can expect to be part of a simple and innovative process!

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)

EDUCATION
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).

****Please see "EDUCATION NOTE:" in "Other Information"****

► PROOF OF YOUR EDUCATION CREDENTIALS AND, IF APPLICABLE, PROOF OF NAME CHANGE DOCUMENT(S) WILL BE VALIDATED AT A LATER DATE. PLEASE ENSURE YOU HAVE THE ORIGINAL COPY OF THESE DOCUMENTS READILY AVAILABLE AS PROOF OF YOUR EDUCATION CREDENTIALS.

Degree equivalency

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

Various language requirements
English Essential
French Essential
Bilingual Imperative (BBC/BBC)

Information on language requirements

Communication (oral / written)
Demonstrating Integrity and Respect
Working Effectively With Others
Thinking Things Through
Verification and Accuracy
Using Technology

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

Experience in working as a call centre agent.

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.

Information on employment equity

Conditions of employment

Reliability Status security clearance

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.

Must be fully vaccinated against COVID-19 and attest to their vaccination status or have a supported accommodation measure based on a medical contraindication, religion, or any other prohibited ground for discrimination as defined under the Canadian Human Rights Act.

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

ACKNOWLEDGMENT OF RECEIPT OF APPLICATIONS WILL NOT BE SENT. WE WILL ONLY CONTACT THOSE CANDIDATES SCREENED INTO THE PROCESS.

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HOW INVENTORY WORKS
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(a) You will only be assessed once.
(b) Your application will be active for 180 days. You will receive notice on your account 21 days before your application is about to expire. If you do not take action, your application will become inactive and no longer be considered. Should your application become inactive while the process is still open, you may select the link “update my Inventory Status” to reaffirm your interest.
(c) Remember to keep your information and application up to date!

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COMMUNICATIONS
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Emails will be used for all communications, including invitations for assessment, so it is important to keep your information up-to-date and provide a valid email address. Make sure your email system accepts emails from unknown users. If you do not respond to our communications, we will interpret as your withdrawal from the process.

Work Description is available upon request.

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ASSESSMENT
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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.

Information on accommodation for persons with disabilities:
https://www.canada.ca/en/public-service-commission/jobs/services/gc-jobs/applying-government-canada-jobs-testing-accommodation-measures.html

If you require any technical aid or accessibility requests, please inform us so measures can be determined to facilitate your full participation in the process. All information received will be kept confidential.

Assessment is planned to occur on an ongoing basis. Failure to attend assessments as scheduled may result in the rejection of your candidacy.

Applicants will be contacted via email to complete or schedule required evaluations. Please check your inbox regularly as well as your junk mail.

Some of the evaluations may use online technology solutions, instructions on these solutions will be provided to you as needed.

Candidates who progress successfully through the initial assessments will be invited to a short telephone interview.

Reference checks may be sought from your most recent employers.

An initial 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 online inventory and assessments may be conducted at a later date.

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

Please note that candidates (including employees of the Public Service) will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, candidates will be responsible for travel costs.

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EDUCATION NOTE:
• A Secondary School Diploma refers to a High School Diploma.
• Equivalencies granted by provincial or territorial authorities (e.g. - General Education Development (GED), Adult Basic Education (ABE) which is a secondary school equivalent), will be accepted.
• A degree from a 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).
• The PSC Test approved as an alternative to a secondary school diploma is the Public Service Commission’s General Intelligence Test 320 (GIT-320)
• The acceptable combination will be evaluated by considering the highest level of education achieved and the depth and breadth of training and/or experience accumulated in customer service and/or in an office setting.

If you went to school outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. For more information on Degree equivalency, visit the Canadian Information Centre for International Credentials (CICIC) at https://www.cicic.ca. This website provides links to a number of Canadian organizations that provide equivalency assessments. Any applicable fees are the responsibility of the candidate.

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FOR BILINGUAL POSITIONS ONLY:
To be considered for a Bilingual Imperative BBC/BBC position, you must already have Second Language Evaluation results at the BBC/BBC OR you must be willing to undergo a Second Language Evaluation.

To obtain a copy of SLE results, candidates may make a request at the following website:
https://www.canada.ca/en/public-service-commission/corporate/about-us/contact-us.html#sle

For more information on SLE, visit the following web-site:
https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service.html

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Not sure if this is for you?
If this is not the right time to apply, bookmark this poster as the inventory will remain open until the closing date.
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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.