APPLY NOW! Canada Revenue Agency is recruiting top talent for Bilingual SP-03 Call Centre Agent[...]

For a description of key terms used on CRA job notices, go to Definitions for job seekers.

About The Job

The CRA is committed to providing an inclusive and barrier‑free work environment with a diverse workforce that reflects the Canadians we serve. It starts with the hiring process. To find out more about the CRA's actions in support of Employment Equity (EE), diversity and inclusion (DI), and read testimonials from our employees and executives, please visit the following CRA web sites : Employment equity, diversity and inclusion and Our workforce testimonials – Canada.ca.

We encourage you to complete the EEDI Staffing questionnaire as part of your application if you wish to be considered for appointments using the EE and / or DI staffing requirement in this process. Also, ensure that you have provided consent in the EEDI staffing questionnaire for your EEDI information to be used for screening or selection. If you do not complete the questionnaire, you will not be considered for any appointments using the EE and / or DI 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.

Important Information About This Position

The purpose of this process is to staff bilingual call centre service agent positions at the SP-03 level at the Debt Management Call Centre (DMCC) in New Brunswick. No permanent offers will be made from this staffing process. Candidates are encouraged to submit their application as soon as possible as we may consider candidates on an on‑going basis.

Successful candidates are expected to reside within reasonable commuting distance (125 kilometres or less) from one of the following CRA locations :

• Bathurst, New Brunswick
• Moncton, New Brunswick
• Saint John, New Brunswick

A list of partially or fully qualified candidates may be created and used to staff similar positions within the Atlantic Region. Virtual reporting outside of these locations is not possible. Employees are required to work on‑site at a CRA‑approved location a minimum of three days per week or 60% of their regular monthly work schedule.

This staffing process will primarily be used to fill positions with schedules of :

• Eight‑hour shifts Monday to Friday between the working hours of 9 : 00 a.m. to 6 : 00 p.m. AST.

Successful applicants interested in positions must be available to attend full‑time training Monday to Friday (37.5 hrs / week) for a period of up to four (4) weeks. This training will be onsite.

Hours of work and schedules may fluctuate. Agents must be available to work all scheduled hours as the schedules match the call demand and may be modified as required. Please consider this before applying as shift preference may not be granted. Due to ongoing business needs, the information candidates provide regarding availability for opportunities may be used to prioritize their consideration.

Why Work at the CRA?

• Leave allowances to support various stages of life including vacation allowances; family‑related leave; sick leave; and maternity and parental top‑up benefits.
• A comprehensive health care plan covering medical, prescription, vision, dental, out‑of‑province medical expenses and access to an employee assistance program (EAP).
• An advantageous defined benefit pension plan.
• Ongoing training to reach your full potential and career development opportunities supported by an inspiring leadership team.
• A workplace that supports a diverse workforce and talent development.

Responsibilities

• 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.
• Initiate changes to correct errors identified on taxpayer accounts.
• Verbally respond to telephone enquiries pertaining to system‑generated letters and provide general collection and compliance information.
• Review information available on Agency systems and conduct private sector database searches from inside the office to locate taxpayers, taxpayer information and telephone contact numbers.
• Gather and verify taxpayer contact information, recovery sources and other relevant information and input data onto Agency electronic diaries.
• Refer unresolved accounts, or accounts meeting predetermined criteria, to other staff within the Agency.

These positions require the use of a headset for prolonged periods and constant exposure to a computer screen. Work conditions require adapting to change, dealing with stress, and handling difficult interactions.

Who Can Apply

Persons living in Canada and Canadian citizens living abroad AND individuals with preferred status who live or work within the general rule of minimum distance of the position being staffed. Preference for appointment will be given to eligible veterans and Canadian Forces members, 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 Armed 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.

Minimum Staffing Requirements

Education

• Successful completion of a secondary school diploma (High School Diploma) or CRA‑approved alternatives. Candidates with foreign education credentials are required to provide proof of Canadian equivalency. Any applicable fees are the responsibility of the candidate. For more information, you may refer to the Canadian Information Centre of International Credentials at the Canadian Information Centre of International Credentials.

Language Requirements

• Reading Comprehension – Advanced (C)
• Written Expression – Intermediate (B)
• Oral Interaction – Advanced (C)

Immediate opportunities for those that meet language levels CBC . Potential opportunities for those that meet language levels of BBC & BBB . If you have previously completed the second language evaluation (SLE) for a federal public service hiring process and require a copy of your results, you may request a copy from the Public Service Commission (PSC) click here. Note : If you have previous SLE results on hand, please attach them to your application. Candidates must be proficient in both English and French, and be able to demonstrate their ability to work in both languages. Candidates who do not currently hold valid second language evaluation (SLE) results, will be required to complete language testing as part of this staffing process. For more information, please click here. Please refer to the definition of language requirements. Self‑assessment tests - Canada.ca.

Asset Experience

• At least three (3) months of experience delivering client, customer or public service in a call‑centre, office or other service‑related environment.
• Experience using computer technologies including but not limited to : Microsoft Office software or equivalent (Microsoft Excel, Outlook, Word), PDFs, Internet search engines.

Assessment

If you have a limitation that may impact your performance during an assessment, such as a test or interview, you may require an accommodation, and we encourage you to ask for it. Assessment accommodations are designed to remove the obstacles without altering the criteria being assessed so candidates with limitations can fully demonstrate their abilities. If we invite you to be assessed, we will send you more information on how to request accommodation measures throughout this staffing process. Each request will be individually reviewed. You will be asked to provide information regarding your limitations to be reviewed by a trained assessment accommodation advisor. If needed, professional documentation may be requested to determine the appropriate accommodation measures. All information will be kept confidential. For examples of assessment accommodations, please visit : Accommodation during an assessment as a candidate.

Minimum and Essential Staffing Requirements

Minimum Staffing Requirements

• Language Profile – Second Language Evaluation (SLE).
• Performance Validation – if required.
• Suitability based on previous employment with the CRA.

If you are a former CRA employee and your most recent CRA employment period ended in one of the following ways, a case‑by‑case review will be conducted to determine if the reason(s) for your end of CRA employment impact(s) your ability to meet the staffing requirements for the positions being staffed through this staffing process :

• Rejection on probation.
• Termination of employment for incompetence.
• Termination of employment for misconduct.

Essential Staffing Requirements

• Effective Verbal Communication.
• Professionalism.
• Effective Interpersonal Skills.
• Dependability (assessed through reference check).

Asset Staffing Requirements

• Experience relevant to the position being staffed.
• Qualifications.
• Additional education or training.
• Budgetary considerations.
• Duration of appointment.
• Start date.
• Minimize business disruption.
• Employment Equity.
• Experience may be further defined by specified timelines or activities / duties at the appointment stage.

You will be notified in advance of any additional asset staffing requirements to be utilized.

Conditions of Employment

• Reliability Status Security Clearance.
• Willingness to work overtime.
• Willingness to work shifts or a flexible schedule.

Operational Requirements

• Requirement to work in an inbound / outbound contact centre environment.
• Requirement to work in an environment where difficult conversations with clients may occur in daily interactions.

Additional Information

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

Plan ahead. Collecting required security screening documents can take time , we recommend starting this process early. More information available at : Applying for Government of Canada jobs : after you apply – Canada.ca.

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