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

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.

Please note when submitting an application to this selection process, you will be prompted to answer screening questions concerning the essential education and experience. Your response to the competency question for the experience will be used to assess Written Communication as well.

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.

Canada continues to navigate the challenges of the COVID-19 pandemic. As the country’s largest employer, the Government of Canada is committed to playing a leadership role by further protecting the health and safety of public servants and the communities where they live and work across Canada. Vaccination is the most effective tool to reduce the risk of COVID-19 for Canadians and protect the broader public health. As of October 6, 2021, the Government of Canada requires public servants to be fully vaccinated against COVID-19. 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.

Duties

Payment Services Officers are exceptional individuals who use their excellent thinking skills and client service skills to make a difference in the lives of Canadians. Payment Services Officers deliver the Employment Insurance program. We contact clients by phone and written correspondence while using various computer systems to maintain workload inventories. 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 understand program specific legislation, procedures, and the processes required to receive services and/or benefits. You will use a client focused approach when solving problems and tactfully gathering information that will help you process applications and review continued client eligibility for benefits. Physical and mental efforts are required to sit up for long periods of time while assessing and analyzing information, keyboarding, inputting data, and attending meetings.

Work 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

To create an inventory which can be used for casual employment. Casual employment means a short-term employment option to hire persons to the Public Service for a period not to exceed 90 working days in one department in any one calendar year. If the candidate is meeting the job requirements, the employment may be extended and/or converted to a term employment. The process could also be used to fill similar positions within Service Canada - Atlantic Region.

NOTE: Casual appointees will not be eligible to apply to internal appointment processes.

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)

EXPERIENCE:
Experience in delivering services or 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)

English essential

Information on language requirements

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).

NOTE:
- A Secondary School Diploma refers to a High School Diploma.
- Equivalencies granted by provincial and/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.

► 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

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.

Must be fully vaccinated against COVID-19 as per the Policy on COVID-19 Vaccination for the Core Public Administration.

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

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.

ACKNOWLEDGMENT OF RECEIPT OF APPLICATIONS WILL NOT BE SENT.

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COMMUNICATIONS
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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.

Our means of communication with applicants is via e-mail. Please ensure you include a functional e-mail address, which will accept messages from unknown users (some e-mail systems block these types of e-mails). It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required.

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APPLICATION
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Applicants can modify their application/resume at any time BEFORE the closing date indicated on the job advertisement.

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ASSESSMENT
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Random selection and/or top-down selection may be used at any time during the process to identify which applicants will be further assessed.

We will be requesting proof of citizenship or proof of permanent residence.

Work Description is available upon request.

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.

Preference

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.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.