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 GC Jobs Applicant Account***

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.

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).

Duties

Positions to be staffed:

Payment Services Officer (Processing)

A career as a Payment Services Officer (PSO) presents an exciting and challenging opportunity to use your excellent client service skills to make a difference in the lives of Canadians. We contact clients by phone and use various computer systems to maintain workload. Our work has the added challenge of production and quality targets to encourage our success while maintaining service standards to Canadians. As a PSO, you will help clients to understand program-specific legislation, procedures and the processes required to receive services and/or benefits. You will use your excellent client service and problem solving skills to gather information and analyze claims for benefits.

Payment Services Officer (Call Centre)

The Call Center offers an equally exciting opportunity to work at an INBOUND call center located in Nanaimo, 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).


Extensive training and development opportunities will allow you to acquire a comprehensive and up-to-date knowledge of Service Canada’s programs and services. Working conditions require adapting to change, dealing with stress, and conducting difficult conversations.

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.

The majority of our employees are currently working from home due to the pandemic. When offices reopen for regular business, Employment and Social Development Canada is committed to continuing to support flexible work arrangements and virtual work, where feasible, even beyond the pandemic. Equipment and technical support for employees working remotely is provided.

Work environment

Are you interested in being part of a team that is committed to helping Canadians? Can you build trusting relationships with clients and co-workers? Can you make decisions based on a thorough analysis of facts and policies?

We are looking for individuals who share our enthusiasm for serving Canadians.

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 and 2021!

Intent of the process

The intent of this process is to create a pool of qualified candidates at the PM-01 (Payment Services Officer) level to staff positions within ESDC Benefits Delivery Services in Nanaimo, British Columbia.

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

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 applicants 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.

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

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 (CBC/CBC)

Information on language requirements

EDUCATION:

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

EDUCATION NOTES:

- 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.

* - 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 education is required. To qualify for the Payment Services Officer position, you will have to submit 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.

A recognized post-secondary institution includes those categorized as “recognized” as well as “authorized” by the Canadian Information Centre for International Credentials (CICIC).

If the name on your education credentials is different from the name on your application, we will require proof of name change.

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

COMPETENCIES:

Attention to Detail
Communication
Demonstrating Integrity and Respect
Showing Initiative and Being Action-Oriented
Thinking Things Through
Working Effectively with Others

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

At ESDC, diversity is our strength. If you are a woman, an indigenous 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.

OPERATIONAL REQUIREMENTS:

Willing and able to work overtime as required.
Willing and able to travel for training purposes.

Conditions of employment

Reliability Status security clearance

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

***CANDIDATES WILL NOT BE SOLICITED FOR INCOMPLETE OR POSSIBLE MISSING INFORMATION.***

Acknowledgment of receipt of applications will not be sent.

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

Our Departmental values guide us in everything we do. Service Canada is seeking candidates who identify with our Departmental values. Candidates are expected to read the Statements of Values in the Values and Ethics Code for the Public Sector prior to submitting an application.

Screening questions:

Candidates must fully respond to the essential education and experience screening questions in the space provided for each question. Please ensure that your responses clearly demonstrate how you meet the qualification by describing personal job accomplishments, projects and activities relating to them.

You will not be considered further, merely by virtue of occupying a current position whose work description meets the experience criteria. You must provide sufficient details to demonstrate that you meet all the requirements.

Your resume may be used as a secondary source of information that could be used to validate the experience described in the screening questions.

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 responsibility to inform us at all times of any changes regarding your contact information.

For all communication please use:



All information obtained throughout the selection process, from the time of application to close of process, may be used to evaluate your candidacy.

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 or Permanent Residence 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 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.