Payment Services Officer, Call Centers (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.

Only one application may be submitted, and it will be kept in the inventory until March 31, 2017. As positions become available, the applicants who meet the screening criteria identified by the hiring managers may be contacted and referred for consideration. Please ensure that the information in your PSRS applicant account is up to date.

Duties

In a call center, the Payment Services Officer serves the public by telephone in matters regarding Employment Insurance benefits and/or Canada Pension Plan benefits and Old Age Security benefits. You will receive training to provide you with thorough, up-to-date information on Service Canada's programs and services.

To be effective in this position, you need to be motivated, to be focused on quality and client service, and to like learning continuously and quickly. You need to have excellent skills in communications, client service, problem solving and information gathering, and be willing to push yourself in a dynamic and high-volume work environment.

This position requires the use of a headset at all times since you will be constantly on the telephone, as well as working in an environment with background noise and constant exposure to a computer screen. The work also requires being seated for long periods of time.

The working conditions require the ability to adapt to change, to manage stress and to deal with a variety of clients.

Intent of the process

Following this process, a pool of qualified candidates will be created for part-time and/or full time, specific period (term) at the Service Canada call center in Longueuil.

Location:
Longueuil, QC
https://goo.gl/maps/mq4oGyL5fZ42

Please note that the work will only be executed from the call center in Longueuil. You will have to be able to get to your workplace every day.

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)

EDUCATION

Secondary school diploma or employer-approved alternatives:

1. Satisfactory score on the PSC test approved as an alternative to a secondary school diploma; OR
2. An acceptable combination of education, training and/or experience.

Degree equivalency

EXPERIENCE

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

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

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

Various language requirements
.French essential
.Bilingual - Imperative (BBC/BBC)

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

ABILITIES AND SKILLS

.Communication (oral)
.Communication (written)
.Thinking skills
.Diagnostic Information Gathering
.Client Focus
.Interpersonal Awareness
.Dependability
.Verification and Accuracy
.Using Technology

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

ORGANIZATIONAL NEEDS

In order to achieve a representative workforce, selection may be based on qualified candidates self-identifying (at time of application) as being: a member of visible minority group, an aboriginal person, a person with a disability or a woman.

Placement of Employment and Social Development Canada employees who are affected by work force adjustment.

Conditions of employment

Reliability Status security clearance

OTHER CONDITIONS OF EMPLOYMENT

Credit Check

Based on operational requirements, consent and be able to work during flexible scheduled hours or during business hours, which could be between 7:00 and 18:00.

Tests

Cognitive Ability - Level 1

Applicants must complete the Unsupervised Internet Test of Cognitive Ability - Level 1 as part of the screening for this selection process. This test assesses general problem solving and reasoning ability. You will have 60 minutes to complete the test. You must complete the test before you submit your application for this position.

For more information, please consult: Unsupervised Internet Test of Cognitive Ability - Level 1

Other information

If you do not answer fully to the screening questions as directed, it may be that your application is screened out. The note «see resume» will not be accepted.

You must clearly indicate, in writing, by citing specific examples, how you meet each of the essential qualifications for the experience, otherwise your application may be rejected. For that purpose, please answer attentively the questions indicated in the job application. Resumes will only be used as a secondary source to validate the experience and competency described in the screening questions.

To be able to manage the number of applicants in this selection process, our management may choose to use a top-down selection, random selection, or any other additional qualifications as outlined in the statement of merit criteria, in order to determine the number of candidates who will go through the following phase of the assessment.

If after the use of these strategies, other needs arise; our management may proceed with the evaluation by including candidates who qualified and who obtained a lower passing grade, or by using any other strategy.

In this selection process, we intend to communicate with applicants by email for screening / assessment (including sending invitations for written tests and interviews). Applicants who apply to the selection process must include a valid email address in their application, and make sure that this address is functional at all times and that it accepts messages from unknown users. We will use the following address to contact you: .

Interviews and exams will be held at a place selected by the employer. If you do not attend the assessments at the provided dates and times, your application may be rejected.

Assessments can take place during the day, evening or weekend.

Candidates from outside the federal public service must pay their travel expenses (including travel expenses for evaluation) as well as relocation expenses.

Questions regarding travel and relocation.

If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. This will enable you to provide proof of Canadian equivalency when applying for a job in the public service. The public service will accept any Foreign Educational Credentials as long as they are deemed comparable to Canadian standards, through a recognized credential assessment service.

We thank all those who apply. Only those selected for further consideration will be contacted. Acknowledgement of receipt of applications will not be sent. We will contact only the candidates selected to participate in the process.

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.