Service Canada Call Centre & Employment Insurance Operations (Payment Services Officer)

Important messages

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Assessment accommodation

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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.

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).

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 2021!

The Career:

Payment Service Officer (PSO) – 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 (PSO) – Employment Insurance Operations

These positions are 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.

PSO Training Program

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.

Workplace Culture:

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.

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
• An ability to thrive in a fast-paced, high-volume environment.

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 response to a text question addressing the following:

• Showing Initiative and Being Action-Oriented – Defined as: Employees proactively evaluate, select and act on strategies or tasks for solving problems and meeting the objectives of the team and the organization as a whole. They see opportunities for action and act on them.
  
  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.

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

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

Note: You will be required to provide proof of education by providing a copy and/or showing the assessment team a copy of your High School Diploma or an official transcript (signed and dated) which clearly indicates the highest secondary school grade successfully completed. If you have completed post- secondary education, such as a degree or diploma, from a recognized post- secondary institution, then proof of completion may also be accepted as proof of education in lieu of a copy of your high school diploma. If the name on your education credentials is different from the name on your application, we will require proof that you are the same person.

If you were educated outside of Canada:

Candidates with foreign educational credentials are required to provide proof of Canadian equivalency. You may consult the Canadian Information Centre for International Credentials at www.cicic.ca for further information.

Degree equivalency

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 (CBC/CBC)
Bilingual Imperative (BBC/BBC)

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)

Employment and Social Development Canada is committed to Employment Equity (EE). In order to achieve a representative workforce, selection may be based on qualified candidates self-declaring as belonging to one or more of the following EE designated groups: Indigenous peoples, persons with disabilities, women and visible minorities. We encourage you to indicate if you belong to one or more of the designated groups by completing the EE section in your application.

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 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

EXPERIENCE:
Candidates will be asked within your application to provide examples to best demonstrate how you meet the following essential qualifications: Experience in delivering programs or services including obtaining or providing information.

Candidates must elaborate their answer by providing concrete examples and indicate when and where they obtained this experience. Resumes will be used as a secondary source to validate the experience and examples described. Failure to provide this information in the requested format may result in your application being rejected.

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

Failure to participate in assessments as scheduled may result in the rejection of your candidacy.

A variety of assessment tools will be used. You will be advised of these tools at each assessment phase of this process. Reference check(s) will be sought.

A Call Centre Simulation exercise may be administered as part of the assessment process.

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:

http://publications.gc.ca/collections/collection_2016/edsc-esdc/Em4-7-2016-eng.pdf

It is imperative that you provide a current email address that accepts email from unknown users (some email systems block these types of email). Candidates are strongly encouraged to check their email on a regular basis. It is your entire responsibility to inform us at all times of any changes regarding your contact information.

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.

Proof of Canadian citizenship or Permanent Residence will be required.

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

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

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 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.