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 in accordance with the CRA's requirement for on-site presence. Workplace arrangements are based on the position, work location and operational requirements, and are subject to change. Specific on-site presence requirements will be shared with candidates selected for appointment. Workplace accommodations based on the duty to accommodate as well as individual exceptions may be granted depending on the circumstances and the nature of the work being performed.
The duties and the responsibilities of this position include, but are not limited to:
- 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 on to Agency electronic diaries.
- Refer unresolved accounts, or accounts meeting a predetermined criteria to other staff within the Agency.
Refer to the SP0254 to view the work description. If you're unable to access the link, please contact the staffing board at the email address listed at the bottom of the notice to request a copy of the work description.
Please be aware that this position will also include the following:
- The role requires the use of a headset or handset for extended periods.
- The duties involve prolonged sitting and sustained work at a computer screen.
- The contracts offered will be for temporary positions only however extension may be possible based on performance, operational needs, and available budget.
- Due to the nature of this work, consistent and strict adherence to start and finish times, lunch and break times is required.
- Work conditions require adapting to change, dealing with stress and challenging situations.
Important Information About This Position
Successful candidates are expected to reside within a reasonable commuting distance (less than 125 kilometres) from at least one of the following CRA offices:
- 2215 Gladwin Crescent, Ottawa ON K1B 4K9
- 1475 John Counter Boulevard, Kingston ON K7M 0E6
Candidates must be proficient in English and be able to demonstrate their ability to work in English.
To apply
Who Can Apply
Any individual residing in Canada, and Canadian citizens and permanent residents residing abroad.
AND eligible veterans and Canadian Armed Forces members.
AND individuals with preferred status.
Preference for appointment will be given to veterans first, followed by 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.
You are encouraged to submit your online application, education credentials and all required documents as soon as possible as the closing date and time on this notice of job opportunity may change without notice. Candidates will be screened against the prerequisite staffing requirements on an on-going basis. If you meet these staffing requirements, we will notify you in writing of the next steps in this staffing process.
Candidates can only submit one application. Subsequent applications will not be considered.
Minimum staffing requirement
Education
- Successful completion of a secondary school diploma.
Education Documentation Requirement: You MUST upload your education credentials in the Education section of your Candidate Profile prior to submitting your application 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.
Name Matching Requirement: Your name in your candidate profile 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.
Foreign Education Credentials And Designations
Please note: If you have education credentials or designations completed outside of Canada, please review the following link for additional documentation requirements: 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 by uploading it to your candidate profile prior to submitting your application. For more information, visit the Canadian Information Centre for International Credentials.
Please note that any applicable fees are your responsibility.
Experience
Essential staffing requirements
Have a minimum of six (6) consecutive months of experience*, obtained within the last thirty-six (36) months, delivering customer service or public service in a contact center or professional service-related environment**
AND
Have a minimum of six (6) consecutive months of experience*, obtained within the last thirty-six (36) months using computer technologies, including but not limited to Microsoft Office (Excel, Outlook, Word), PDFs, and internet search engines.
- Experience may include tasks such as responding to customer or client inquiries; providing recommendations or solutions to customers; initiating contact with clients to collect required information; gathering, analyzing, and compiling information to prepare documents or reports; working with computer applications or systems to record information in support of customer or client service; and researching information through online search engines to provide accurate and informed responses to inquiries, among other related duties.
- A professional service‑related environment can be defined as: a structured workplace employees are expected to follow organizational standards and engage directly with clients, customers, or the public to provide information, support, or assistance.
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
- Language requirements: English Essential
- Performance validation, if required
- Suitability* (if applicable)
- If you are a former CRA employee whose most recent period of CRA employment ended due to 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 impacts your ability to meet the Suitability requirement for the position(s) being staffed through this staffing process:
- Rejection on probation
- Termination of employment for incompetence
- Termination of employment for misconduct
Essential Staffing Requirements
- Unsupervised online test – Taxpayer Contact I Test (Korn Ferry) (KFEL-01) - Pass mark: 50%
- Ability to research, interpret and apply policies and procedures
- Ability to communicate effectively orally
- Professionalism
Asset Staffing Requirements
Asset staffing requirements may also be assessed during the staffing process and may be used to identify candidates for positions. Please note that the list of assets below is not exhaustive. You will be notified in advance of any asset requirements to be evaluated/used.
- Dependability
- Specific experience
- Client service orientation
- Budgetary considerations
- Duration of appointment
- Start date
- Minimize business disruption
- Employment Equity
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 Unsupervised online test – Taxpayer Contact I Test (Korn Ferry) (KFEL-01).
Conditions of employment
- Reliability and Security: Reliability Status
- Willingness to work overtime
- Willingness and ability to workday shift and evening shift
- Physically work from 2215 Gladwin Crescent, Ottawa or 1475 John Counter Boulevard, Kingston ON K7M 0E6
- Willingness to take and successfully complete in-person training
- Willingness to work shifts or a flexible schedule
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.
This notice of job opportunity (NOJO) will be used to establish a pool of qualified candidates for the SP03 English essential Call Center Agent positions at the Debt Management Call Center (DMCC) division.
The pool established from this staffing process may be used to staff similar positions.
Candidates are encouraged to ensure that their application is correct and complete, and that they have demonstrated all requirements. If an application has been deemed unsuccessful, you cannot amend or withdraw your application, and you cannot apply a second time.
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
