Seeking Consumer Services Representatives committed to excellence

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

Duties

The Financial Consumer Agency of Canada (FCAC) is looking for talented customer service-minded people to join our Consumer Services Centre, in the Public Affairs Branch.

FCAC is a small independent federal agency with a growing profile where everyone contributes to achieving results.

The Consumer Services Centre plays a pivotal role in helping FCAC fulfill its mandate to protect Canadians in their dealings with financial institutions. The Consumer Services Centre helps Canadians understand their rights as the consumers of financial institutions and supports Canadians with their enquiries and complaints related to their personal financial products and services.

The successful candidate will be responsible for taking calls and corresponding with Canadians in writing. They will inform consumers of their rights and responsibilities when dealing with federally regulated financial institutions. The candidate will handle, triage and document consumer enquiries and complaints, provide consumers with information on complaints-handling and direct consumers to financial information, resouces, and tools. Furthermore, they will identify emerging consumer issues and trends.

If you thrive in a vibrant and fast-paced environment, enjoy helping Canadians, and are looking for an interesting and rewarding opportunity, we encourage you to apply.

This is an entry-level position that can lead you to other opportunities within the Agency.

Work environment

Financial consumer protection is an integral part of the Government of Canada’s oversight of the financial sector. The Financial Consumer Agency of Canada (FCAC) ensures Federally Regulated Financial Entities (FRFEs) comply with consumer protection measures, promotes financial education and raises consumers’ awareness of their rights and responsibilities.

FCAC is a small separate agency subject to the Public Service Employment Act (PSEA). We have our own unique classification system (RE and REX) with relevant equivalencies noted above and we offer the same pension as the core public administration. In addition, as an FCAC employee, you will benefit from:

• a competitive salary;
• eligibility for performance pay at all classification levels within the organization;
• a comprehensive benefits package including: Health and Dental Plan; Disability benefits; Life insurance;
• a minimum of four (4) weeks of vacation leave per year;
• a hybrid workplace with options for telework*;
• a broad range of learning opportunities; and,
• a strong support for employee wellness and mental health including access to the confidential employee assistance program.

*The designated workplace for this position is located in downtown Ottawa, Ontario.

Our people are our strength and we're looking for highly engaged and talented professionals to join our team!

Intent of the process

The intent of this process is to staff one position on an indeterminate basis. Indeterminate employees at the same group and level or equivalent may be considered for a deployment. This selection process may be used to establish a pool of qualified candidates, which could be used to staff similar or identical positions with various linguistic profiles and requirements, security profiles and various tenures.

Preference may be given to applicants who are members of one or more of the following employment equity groups: Aboriginal peoples, persons with disabilities and members of a visible minority group.

Volume management strategies may be used at any time during this selection process.

Positions to be filled: 1

Information you must provide

Your résumé.

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

EDUCATION

College diploma OR an acceptable* combination of education and recent** experience.

*Acceptable combination is defined as a minimum of a high school diploma AND two years of experience in a field relevant to the position, such as a call-centre or in-person service centres in the past five (5) years**.

Degree equivalency

EXPERIENCE

E1 - Experience researching information for responses to enquiries from consumers or clients (e.g., databases, search engines).

E2 - Experience using MS Office Suite (Word, Excel, Outlook).

E3 – Minimum of one (1) year of experience in a call-center or customer service environment responding by telephone to enquiries OR complaints from the public, consumers or clients within the past five (5) years.

E4 – Minimum of one (1) year of experience writing AND proofreading responses to enquiries from the public, consumers or clients within the past five (5) years.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

AE1 - Experience working in a regulatory environment.
AE2 - Experience working in the financial sector (i.e. financial institution, insurance company).
AE3 - Experience using Microsoft Dynamics 365.

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

Bilingual - Imperative (CBC/CBC)

Information on language requirements

KNOWLEDGE

K1 - Knowledge of issues that impact consumers of financial products and services.

K2 – Knowledge of customer service techniques.

COMPETENCIES AND ABILITIES

C1 Demonstrating integrity and respect
C2 Thinking things through
C3 Working effectively with others
C4 Showing initiative and being action oriented

A1 Ability to communicate effectively in writing
A2 Ability to communicate effectively orally
A3 Ability to work under pressure and prioritize workload
A4 Ability to handle difficult conversations

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

AK1 - Knowledge of FCAC’s mandate.

OPERATIONAL REQUIREMENTS

Willingness and ability to periodically work overtime on short notice.

Conditions of employment

Reliability Status security clearance

Must be available to work varying shifts (7.5 hours) Monday to Friday between 8:30 a.m. and 5:00 p.m.

This is a requirement of the position that the incumbent must fulfill on an ongoing basis throughout their employment.

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

Unless an accommodation has been granted, applications must be submitted through the jobs.gc.ca site. There are some benefits associated with applying on-line: Applicants can create a profile and retrieve stored application(s) (personal information and résumé) previously submitted and modify them, if necessary, before submitting the application.

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

Candidates invited to an interview will be required to provide proof of their education credentials, in the form of a diploma or official transcript (original documents only).

Various assessment tools may be used in this selection process such as: written tests, performance assessments, interview, reference checks etc. All communication relating to this process, including email correspondence may be used in the assessment of qualifications identified on the Statement of Merit Criteria.

You must meet all essential qualifications in order to be appointed to the position.

Candidates may be required to meet some or all the asset qualifications, depending on the requirements of the specific position being staffed.

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.

Please clearly indicate this by including your substantive group and level in your CV.

Acknowledgment of receipt of applications will not be sent.

Depending on the number of applicants, volume management strategies such as random selection, top-down approach and/or establishing cutoff scores to determine who will continue in the staffing process, may be used for the purpose of managing applications. Please note that although you may attain the established pass mark on any of the assessments used in this staffing process, management may decide to use a higher cut off score.

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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.