Call Centre Agent (Amended)

Group and levelSP-003LocationOttawa TSO / BSF Ottawa Appointment Type Temporary: Acting, Lateral Move, Term Closing Date January 18, 2022 11:59 PM Eastern Time Pool to be created Yes Salary range$52,954 to $58,453 Region Ontario LanguageEnglish Essential Requisition number56915278For a description of key terms used on CRA job notices, go to Definitions for job seekers.

About the job

Conduct interviews by telephone to gather and verify information, request and negotiate payment of outstanding amounts within prescribed parameters, request missing returns and provide a legal warning to taxpayers.

Verbally respond to telephone enquiries pertaining to system-generated letters and provide general collection and compliance information.

Gather and verify taxpayer contact information, recovery sources and other relevant information and input data on to Agency electronic diaries.

Refer unresolved accounts, or accounts meeting a predetermined criteria to other staff within the Agency.

Language Requirements:

English Essential

The pool established from this staffing process may be used to staff similar positions.

To view the complete work description click here: SP0254. If you cannot access the link, you may contact the person/email listed at the bottom of the notice to obtain a copy of the work description.

Come work for the CRA, one of the Top 100 Employers in Canada! 

To apply

Who can apply

Persons living in Canada and Canadian citizens living abroad.

AND eligible veterans and Canadian Forces members

AND individuals with preferred status who live or work within the general rule of minimum distance of the position(s) being staffed.

Preference for appointment will be given to veterans, Canadian citizens and permanent residents.

If you are a candidate from the general public, you will have to pay for any expenses related to your participation in this staffing process, as well as any relocation costs if you receive an offer of employment from this process.

Qualified members and former members of the Canadian Forces who receive an offer of employment are not entitled to relocation costs from the CRA. They may, however, be entitled to a final relocation from the Department of National Defence.

We encourage you to submit your application as soon as possible as the closing date and time on this notice of job opportunity may change.

We may give preference to the first 100 candidates who meet the staffing requirements to apply. Additional candidates may be considered as needed. If you are considered further, we will notify you in writing of the next step in this staffing process.

Essential staffing requirements

To be eligible, you must meet the following requirements.

Education

  • Successful completion of a secondary school diploma

Note: You must upload your education credentials in the education section of your Candidate Profile prior to submitting your application in order to demonstrate that you meet the essential education requirements. Failure to provide the required document(s) will result in your application not being considered further.

 

Candidates with foreign education credentials must have their education confirmed by a recognized credential assessment service, prior to applying. If you do not have your foreign education confirmed prior to the assessment stage you will be screened out of the process. Please visit the Canadian Information Centre of International Credentials website at http://www.cicic.ca/.

Note: Any applicable fees are the responsibility of the candidate.

 

Experience

Have a minimum of six (6) consecutive months of experience in last 3 years:

  • Working or volunteering in a client service environment, providing services to the public* either on the telephone, by written correspondence and/or in person

*Providing services to the public would include all or some of the following:

  • Explaining and sharing information
  • Responding to requests and enquiries
  • Resolving complaints and problems

AND

  • Experience using computer applications Excel, Word, and Outlook.

AND

  • Experience researching information using internet search engines.

Candidates are encouraged to submit their online application, education credentials and all required documents as soon as possible. Candidates will be screened against the prerequisite staffing requirements on an on-going basis. If you meet the prerequisite staffing requirements, you will be invited to an assessment.

Assessment

Essential

The essential staffing requirements indicated below will be assessed during the process and may be used to identify candidates for positions. Asset staffing requirements may also be assessed during the staffing process and may be used to identify candidates for positions. You will be notified in advance of any asset requirements to be evaluated.

  • Performance validation
  • Korn Ferry: Cognitive abilities and behavioural competencies

Please note that the assessment stage of this staffing process will be conducted in conjunction with staffing process 56915255. If you apply on these processes, you will be assessed only once on common elements.

We may limit the number of candidates to be considered further in this staffing process by using a top-down approach to select candidates with the best results achieved on the Korn Ferry: Cognitive abilities and behavioural competencies.

Asset

  • Budgetary considerations
  • Duration of appointment
  • Start date
  • Minimize business disruption
  • Employment Equity

Conditions of employment

  • Reliability/Security (Reliability Status)
  • Willingness and ability to work day shift and/or evening shift
  • Willingness to take and successfully complete training
  • Physically work from 875 Heron Road

Want to know more?

We encourage you to read Important information on staffing at the CRA to find out more about staffing processes and how to apply.

The CRA is committed to building a skilled, diverse workforce reflective of Canadian society. To find out more, consult Employment equity, diversity and inclusion at the CRA. We encourage you to complete the Employment Equity (EE) Staffing questionnaire as part of your application if you wish to be considered for staffing actions using the EE staffing requirement in this process. Your questionnaire response will be retained on file for the duration of the staffing process. If you do not complete the questionnaire, you will not be considered for any staffing actions using the EE staffing requirement in this process. If you decide to modify your response or fill out this questionnaire at a later date, please notify the contact listed at the bottom of this notice of job opportunity.

CRA employees support the economic and social well-being of Canadians, and build public trust. We have high expectations, and our employees are held to the standards of conduct outlined in our Code of integrity and professional conduct and Directive on conflict of interest, gifts and hospitality, and post-employment.

Due to the COVID-19 pandemic, public health recommendation and restrictions are in place across Canada and may change as circumstances evolve. You may be required to temporarily work remotely (e.g. from home). Further information will be provided if you are selected for the position.

Information regarding the status of your application will be communicated via the candidate profile on the CRA Careers site. We strongly encourage you to verify the email address attached to your profile and to check your messages regularly for any updates.

Contact

Email address : M1280732ACG@cra-arc.gc.caPlease sign in / register to apply.Share this notice of job opportunity

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