Client Service positions at the Government of Canada Pension Center

Important messages

Giving you the best chance to succeed!
At Public Services and Procurement Canada (PSPC) we are committed to running inclusive and barrier-free recruitment processes.

If you have a limitation that may impact your performance at any steps of the assessment process (such as during a written test or an interview), you may request an accommodation. Assessment accommodations are designed to remove barriers, and to ensure that candidates with limitations can fully demonstrate their abilities. Should you wish to be accommodated, please direct your inquiry to the contact identified at the bottom of this poster. All information received in relation to accommodation will be kept confidential.

For more information on assessment accommodation visit the following website: https://www.canada.ca/en/public-service-commission/services/assessment-accommodation-page.html

IMPORTANT: Your ability to communicate effectively in writing will be assessed using the information provided in your application as well as in your résumé.

Duties

THE TYPE OF WORK
We are currently recruiting for client service and office support roles within the Government of Canada Pension Centre. Most positions being staffed are for Client Experience Assistants (CR-05) where you will be providing front line and excellent service to our broad client base.

If you are client-service oriented, are focused on collaboration and teamwork and have the ability to adapt to new technology, this type of work may be for you! You could join a team of professionals engaged in making a positive contribution in the Federal Public Service.


WE OFFER :
▻ An engaging work environment with a focus on your well-being
▻ Learning and developmental opportunities to maximize your personal and career growth
▻ Flexible work arrangements including hybrid work
▻ Opportunities to demonstrate your talent and create social bonds with our impressive selection of internal committees
▻ Competitive salaries and excellent benefits

Work environment

We are One PSPC!
Public Services and Procurement Canada (PSPC) helps the Government of Canada serve Canadians. With a strong focus on quality customer service, we provide innovative common services such as real estate and building management, purchasing, banking, pay and pensions, and translation to other government departments, agencies and boards. By providing these centralized services to departments and agencies, we enable them to focus on what they do best: providing their programs and services to Canadians.

At PSPC, we are committed to achieving a competent, representative workforce that reflects the diversity of the Canadian population. We work hard to create a welcoming, respectful and inclusive workplace through a variety of programs and initiatives. In fact, we have been named one of Canada’s Best Diversity Employers for the fifth year in a row and here is a list of some of our diversity and inclusion achievements:
• five diversity networks;
• a Task Force on Anti-racism, Workplace Culture and Equity;
• a national Reconciliation and Indigenous Engagement Unit;
• an Ombudsman for Mental Health (the first such position within the federal public service);
• an Accessibility Office and;
• a Gender-based Analysis Plus (GBA+) Centre of Expertise.

While many programs and initiatives have already been implemented in line with our commitments to diversity and inclusion, we aim to get better! That's why we invite you to be part of the change by joining an organization where individual differences are recognized, valued and respected. Be part of the solution!

THE WORK LOCATION:
You will find a dynamic team at the Government of Canada Pension Centre’s Shediac, New Brunswick Campus!

Government of Canada Pension Centre employees are committed to delivering high-quality services to their clients. Serving a national client base, our client service positions serve as the first point of contact for our clients to access personalized service.

We take pride in providing expert advice to our clients to support them in confidently making informed decisions throughout life events as a member of the Public Service Pension Plan (and other related products and services) .

Our clients include prospective plan members of the general public, departments, active and retired federal government employees and their survivors who contribute to and/or are impacted by the pension acts and regulations administered by PSPC as well as several public service group benefit plans.

Our focus is investing in our people: We aim to be an employer of choice where people want to come to work, not where they have to. Our strategy to retain and attract employees is based on career development, talent management, learning and wellness.

At the Pension Centre, we also strive to minimize our environmental impact through various initiatives.

Intent of the process

This process will be used to staff current specified period (term) opportunities within our telephony contact center, with various language and security requirements and conditions of employment. Other client service related positions or equivalent at similar groups and levels and tenures may be staffed through this selection process at a later date.

Positions to be filled: 30

Information you must provide

Your résumé.

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

Level of education required:

• A secondary school diploma or an acceptable combination of education, training and/or experience.

Degree equivalency

𝐘𝐨𝐮 𝐦𝐮𝐬𝐭 𝐩𝐨𝐬𝐬𝐞𝐬𝐬 𝐭𝐡𝐞 𝐟𝐨𝐥𝐥𝐨𝐰𝐢𝐧𝐠 𝐞𝐬𝐬𝐞𝐧𝐭𝐢𝐚𝐥 𝐜𝐨𝐦𝐩𝐞𝐭𝐞𝐧𝐜𝐢𝐞𝐬. 𝐓𝐡𝐞𝐲 𝐚𝐫𝐞 𝐫𝐞𝐪𝐮𝐢𝐫𝐞𝐝 𝐟𝐨𝐫 𝐭𝐡𝐞 𝐣𝐨𝐛 𝐚𝐧𝐝 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚𝐬𝐬𝐞𝐬𝐬𝐞𝐝 𝐥𝐚𝐭𝐞𝐫 𝐢𝐧 𝐭𝐡𝐞 𝐩𝐫𝐨𝐜𝐞𝐬𝐬.


ESSENTIAL EXPERIENCE

Experience providing service to the public in writing or by phone.

Experience researching information and resolving problems in a customer service environment.

Experience using one or more of the following as part of regular work tools: word processing software, spreadsheet applications, Internet, online data retrieval applications (data base).

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

Various language requirements
Positions with various bilingual and unilingual language profiles/requirements may be staffed through this selection process

Information on language requirements

COMPETENCIES

• Showing initiative and being action-oriented
• Working effectively with others
• Thinking things through
• Attention to detail
• Demonstrating integrity and respect
• Client Service level 1 – Delivering high quality client service (Client service competency - PSPC (tpsgc-pwgsc.gc.ca))

ABILITIES

• Ability to communicate effectively in writing (***please note that the information provided in your application as well as your résumé will be used to assess this ability)
• Ability to communicate effectively orally
• Ability to use information Technology

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

𝐐𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬 𝐭𝐡𝐚𝐭 𝐌𝐀𝐘 𝐛𝐞 𝐫𝐞𝐪𝐮𝐢𝐫𝐞𝐝 𝐝𝐞𝐩𝐞𝐧𝐝𝐢𝐧𝐠 𝐨𝐧 𝐭𝐡𝐞 𝐩𝐨𝐬𝐢𝐭𝐢𝐨𝐧 𝐭𝐨 𝐛𝐞 𝐬𝐭𝐚𝐟𝐟𝐞𝐝 (𝐚𝐬𝐬𝐞𝐭𝐬):

NOTE: Depending on the position being staffed, any of the qualifications below may be deemed as an essential "must have" or asset "nice to have". This doesn't mean that you must possess them all, but please be sure to specify all of the qualifications you have as they may be a deciding factor in choosing the persons to be appointed. Other qualifications may apply, depending on the position being staffed.

• Post-Secondary school diploma
• University Degree

Degree equivalency

• Experience dealing with clients in a Client Contact Centre environment.

• Experience using various software related to call management in a client contact Centre Environment.

• Experience working in a finance related field, such as: banking, investments, insurance, or pension plan administration.

• Experience in the field of accounting.

• Experience working in an office environment.

• Experience in debt collection.

In support of achieving a diversified workforce, consideration may be given to candidates, who, at the time of application, self-declare* as belonging to one of the following designated Employment Equity groups: Women, Indigenous (Aboriginal) Peoples, Persons with Disabilities and Members of Visible Minorities.

* We therefore encourage you to self-declare during the online application process by selecting the appropriate box under the Employment Equity section.

For further details, please refer to the “Other information” section.

Information on employment equity

Conditions of employment

Reliability Status security clearance

The following additional conditions of employment may be required based on the position to be staffed:

• Be willing and able to provide information to clients via telephone.
• Be willing and able to work overtime on short notice.

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

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.