Call Centre Payment Services Officer (Inventory)

Important messages

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.

Your application in this inventory will be active for 180 days. A notice that your application is about to expire will be posted to the My jobs menu of your account 21 days before the end of your active period. If you do not take action, your application will no longer be active and therefore no longer considered for this inventory. Should your application become inactive while the process is still open, a notice will be posted to your account indicating that your application has expired; you may select the link Update my Inventory Status to reaffirm your interest.

Work environment

These positions are with inbound call centres located in Bathurst, NB and/or St. John's NL. A Payment Services Officer provides services to the general public with respect to Employment Insurance benefits, and/or Canada Pension Plan/Old Age Security benefits, and/or questions about programs and services for employers. Extensive training and development opportunities will allow you to acquire a comprehensive and up-to-date knowledge of Service Canada's programs and services.

To excel in this position you must be:
. highly motivated,
. a quick learner,
. 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 skills,
. excellent customer service skills,
. problem-solving skills,
. information-gathering and computer-keyboarding skills.

This position may require the use of a headset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer screen.

Work conditions require adapting to change, dealing with stress, and dealing with potentially angry clients.

Intent of the process

A pool of qualified candidates will be established for temporary positions at the Bathurst, New Brunswick Call Centres (Employment Insurance Call Centre, Canada Pension Plan/Old Age Security Call Centre, and the Employer Contact Centre) and the St. John's, Newfoundland Employment Insurance Call Centre. The pool may be used to staff similar temporary positions in Bathurst, New Brunswick and St. John's, Newfoundland within Employment and Social Development Canada.

Applicants are encouraged to apply ONLY if they are able to relocate or commute either to Bathurst, New Brunswick or St. John's, Newfoundland. It is essential that applicants indicate their interest for either or both locations when completing their application.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

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

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: Proof of Education will be required. Please ensure that you have a copy available.

Degree equivalency

Experience in using technology (e.g. e-mail, Internet and word processing).

Experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification.

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

Successful completion of two (2) years post-secondary education from a recognized educational institution (e.g. community college, CEGEP, university)

Degree equivalency

Recent experience in working in a government call centre.

Experience in working as a call centre agent

*Recent experience is defined as experience within the last year.

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

Various language requirements
Bilingual - Imperative (BBC/BBC)
English essential

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

Communication (oral)
Communication (written)
Thinking Skills
Verification and Accuracy
Diagnostic Information Gathering

Client Focus
Interpersonal Awareness
Dependability

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

Applying Principles and Procedures

Changing and Learning
Initiative
Positive attitude
Working with Others

Conditions of employment

Reliability Status security clearance

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

Other information

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

-WAITING PERIOD FOR REASSESSMENT: The retest period for assessment as a Payment Services Officer is 120 days from the date of elimination at either the written exam or interview/reference stage of the process. If you submit an application before the retest period has elapsed, your application will not be considered.

-To be considered for a Bilingual Imperative BBC/BBC position, you must already have Second Language Evaluation results at the BBC/BBC level (proof will be required) OR you must be willing to undergo a Second Language Evaluation.

-Assessment is planned to occur on an ongoing basis. Failure to attend assessments as scheduled may result in the rejection of your candidacy.

-Testing/interviews will be conducted at locations of the employer's choice and may require candidates to travel to the test/interview location.

-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.

-Candidates are entitled to participate in the appointment process in the official language of their choice.

-Applicants must clearly demonstrate how they meet the education and experience qualifications in the questionnaire. Failure to do so will result in their application being screened out without further consideration.

-A written examination may be administered. If you fail to attend to this assessment without good reason, you will not be considered further in this process.

-Reference checks will be sought from your most recent employers.

-Candidates must meet all of the essential qualifications to be appointed to a position.

-A candidate may be appointed to the position even though he/she does not meet any or all of the asset qualifications, organizational requirements, or operational needs. However, meeting these criteria is desirable and may be used as a deciding factor in choosing the person to be appointed.

-Please note that top-down and/or random selection may be used during this process.

-PLEASE NOTE: Our intention is to communicate with applicants by e-mail for screening/assessment purposes (including issuing screening results, and sending invitations for written tests and interviews). "IMPORTANT" You must provide an e-mail address that will be valid throughout the selection process in order to ensure full correspondence with participants.

**Important Messages**

The client organization will accept applications on-line only.

All job applications must therefore be submitted through the Public Service Resourcing System. Following are some of the benefits associated with applying on-line.

Applicants can create a profile and a resume that can be used when applying for other processes without having to recreate a new application each time.
Applicants can modify their application/resume at any time BEFORE the closing date indicated on the job advertisement.
Applicants can verify the status of their applications, at any time.
Applicants can be notified electronically of tests or interviews and results.
For some jobs, applicants will find important information, namely the job questionnaire and a complete statement of merit criteria that are only available when applying on-line.

To submit an application on-line, please select the button "Apply Online" below.

Persons with disabilities preventing them from applying on-line are asked to contact 1-800-645-5605.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

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