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.
CRA's National EE Staffing Strategy strives to eliminate gaps for the four EE designated groups: Indigenous peoples, persons with disabilities, members of visible minorities, and women. Where an EE gap exists at the time of appointment, EE may be used as an appointment criterion for permanent and temporary appointments over six months made through this process.
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. Individual exceptions may be granted based on individual circumstances and the nature of the work being performed.
Come work for the CRA, one of Canada's top employers! The CRA strives to offer employees a variety of flexible work arrangements to help them achieve work-life balance.
Definitions of key terms to simplify some of the language you will find on our job posters are available at:
- Important information on staffing at the CRA
- Definitions for job seekers - Canada.ca
Job Duties
- Conduct telephone interviews (inbound and outbound calls) to collect and verify information, request and negotiate payment of overdue amounts
- Verbally respond to telephone inquiries and provide general information related to collections and compliance
- Collect and verify taxpayer information, collection sources and other relevant information, and enter the data into the Agency's electronic files
To obtain a copy of the work description, please contact: DMCCSP03External-CAGCSP03Externe@cra-arc.gc.ca.
Please note that we are reviewing the duties/group and level/salary of the job.
Important Information About The Position
Call Centre Agents offer quality client service to meet taxpayers' (individuals and businesses) needs. As an Agent, you must demonstrate courtesy, empathy, and professionalism.
Due to the nature of this work, consistent and strict adherence to start and finish times, lunch, and break times is required. The hours of operation are Monday to Friday between 7:00 am PST to 5:00 pm PST, however the majority of shifts are from 9:00 am PST to 5:00 pm PST. This may be subject to change to meet operational requirements.
This position requires the use of a headset or handset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer screen.
The purpose of this process is to staff various term (temporary) positions at the Surrey NVCC. No permanent offers will be made from this staffing process.
To apply
Who Can Apply
Any individual residing in Canada, and Canadian citizens and permanent residents residing abroad.
Preference for appointment will be given to veterans first, followed by Canadian citizens and permanent residents.
Education
- Successful completion of a secondary school diploma
Foreign Education Credentials And Designations
If you have foreign education credentials, you must have your education credentials confirmed by a recognized credential assessment service and provide proof of Canadian equivalency to the staffing board. For more information, visit the Canadian Information Centre for International Credentials. Any applicable fees are your responsibility.
Proof of education
Candidates are responsible to ensure that clear and legible electronic copies of their education credentials are uploaded as attachments into the education factor(s) in the education section of their candidate profile. Failure to do so by the close of this notice of job opportunity may result in your application not being given further consideration.
If you possess education above the secondary school level, please upload your highest credential, as it may be used as an asset staffing requirement.
Note: Your name in your candidate profile of the Integrated Staffing System (ISS) should match the name on your government issued photo ID and your education credentials. If it does not, please correct your name in your candidate profile by logging in to the Careers website or contact the staffing board with any questions/concerns. If your education credentials show a different or former name, please provide proof of legal name change. Failure to upload and/or to provide supporting document(s) will result in your application not being considered further.
Experience
- A minimum of six (6) consecutive months of experience within the last twenty-four (24) months working 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 the following:
- Explaining and sharing information
- Responding to requests and enquiries
- Resolving complaints and problems
The onus is on the candidate to fully demonstrate that they meet the experience requirements utilizing clear and comprehensive examples. Insufficient information may result in your application not being considered further.
Candidates must have obtained the pre-requisite experience by the close of this notice.
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 Staffing Requirements
Performance validation, if requiredLanguage requirements:
- English essential
- Bilingual imperative (BBC/BBC)
- 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
The essential staffing requirements indicated below will be assessed during the process and may be used to identify candidates for positions.
- Unsupervised online test – Korn Ferry Taxpayer Contact I (KFEL-01) – Entry-level test: Korn Ferry cognitive abilities, and behavioural competencies
- Ability to communicate effectively – Verbal communication
- Ability to follow instructions
- Dependability
- Second Language Evaluation (for Bilingual positions)
Asset Staffing Requirements
- Experience relevant to the position being staffed
- Availability throughout the appointment
- Budgetary considerations
- Duration of appointment
- Minimize business disruption
- Start date
- Program continuity
- Employment Equity
Asset staffing requirements may be used at any stage of the staffing process, including to screen applications for further consideration or to identify a candidate for a position.
You will be notified in advance of any additional asset staffing requirements that may be evaluated.
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 Taxpayer Contact I (KFEL-01).
Assessments will be conducted beginning in early February. You are expected to make yourself available for assessment when scheduled. Assessments will only be rescheduled for exceptional circumstances. The staffing board will make these decisions on a case-by-case basis.
Conditions of employment
- Reliability and Security: Reliability Status
- Willingness to work overtime
- Willingness to work on evenings and/or on weekends
- Willingness to work shifts or a flexible schedule (including weekends and statutory holidays)
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.
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.
The pool established from this staffing process may be used to staff similar positions in any CRA office located within the Western Region.
Please note that this process will be used to staff positions in Surrey, B.C. only. 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.
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 500 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.
