Cra Is Actively Hiring Collections Call Centre Agents In New Brunswick!

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, 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 EE Staffing questionnaire as part of your application if you wish to be considered for appointments using the EE staffing requirement in this process. Also, ensure that you have provided consent in the EE staffing questionnaire for your EE 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 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.

The CRA administers tax, benefits and related programs. When you work with us, you have an opportunity to touch the lives of Canadians and be part of a community of over 40,000 employees who take pride in what they do.

We prioritize diversity and inclusion and is firmly committed to providing a diverse workforce that reflects the population we serve. CRA’s National Employment Equity (EE) Staffing Strategy strives to eliminate EE 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.

Join one of the Top 100 Employers in Canada! We offer:

• An inclusive environment where diversity is valued and celebrated with leaders who are committed to building a workforce that is representative of the population we serve and ensuring a culture of support, civility, professionalism, respect and collaboration;
• A leadership team that values work-life balance;
• Learning and training opportunities to support you in your current and future career;
• Competitive salaries and benefits such as supplemental health insurance, dental care, and a pension plan;
• Leave allowances to support various stages of life including vacation allowances; family-related leave; sick leave; and maternity and parental top-up benefits.

As a Collections Call Centre Agent, You Would

• Respond to inquiries and complaints from taxpayers regarding the status of their accounts and providing basic information regarding payment and reporting and filing requirements.
• Initiate contact with taxpayers, their representatives, and third parties to gather and verify information as well as request and negotiate payment of outstanding debts.

These Positions Require

• Working in an inbound/outbound contact centre environment. Employees will work shifts between the hours of 8:00 a.m. and 6:00 p.m. (Atlantic Time) from Monday to Friday.
• Responding to urgent and complex enquiries from taxpayers in demanding situations including short timelines and difficult interactions.

Intention Of This Advertisement For Job Opportunities

The CRA is currently hiring Collections Call Centre Agents in New Brunswick which is located on the traditional unceded territory of the Wolastoqiyik, Mi’kmaq and Peskotomuhkati peoples. In accordance with CRA’s hybrid working model, employees would be required to physically work at their designated office location in Moncton, Bathurst or Saint John, New Brunswick a minimum of two days per week. The majority of opportunities are bilingual (English and French); however, there may be some Unilingual English opportunities.

Candidates are encouraged to submit their application as soon as possible as we may consider candidates on an on-going basis. We may create a list of partially or fully qualified candidates which may be used to staff similar positions in New Brunswick.

We may give preference to candidates who best meet the staffing requirements listed. Additional candidates may be considered, as needed.

This process is being conducted in combination with Requisition Number 58931152. If you already completed the Second Language Evaluation (SLE) or the interview, you will not be reassessed as part of this process.

To apply

We encourage you to participate in this hiring process in the official language of your choice.

We are also committed to providing an inclusive and barrier-free work environment. If you are invited to be assessed, you will receive further information on the steps required to request accommodations. However, please do not hesitate to reach out to the contact below should you have accessibility needs for any part of your participation in this hiring process. All information received in relation to accommodation will be kept confidential.

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(s) being staffed.

• Preference for appointment will be given to eligible veterans and Canadian Forces members, Canadian citizens and permanent residents.

Please note that this process will be used to staff positions in Moncton; Bathurst; and Saint John, New Brunswick 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.

• IMPORTANT TIP FOR SUCCESS: You must complete the Education and Work Experience Section of your CRA Careers Candidate Profile in order to be considered for this hiring process. You must include enough detail to support HOW you meet the Experience as we may not use other information (i.e. Resume or Cover Letter) to consider your candidacy.

Staffing Requirements

LANGUAGE REQUIREMENTS

• Written Expression – Intermediate ( B )
• Reading Comprehension - Advanced (C )
• Unilingual : English
• Oral Interaction – Advanced (C )
• Bilingual (English and French)

EDUCATION

Essential Education

A secondary school diploma (High School Diploma) or an acceptable combination of education, training or work experience.

• While not required, preference MAY be given to candidates with the following Education Credentials:

Successful completion of accounting-related courses from a recognized post-secondary institution or a recognized professional accounting association (e.g. CPA Introductory Financial Accounting; CPA Intermediate Financial Accounting, etc.)

• IMPORTANT: You must upload your education credentials in the education section of your Candidate Profile. Failure to do so may result in your application not being considered further.

Experience

Essential Experience Requirement:

At least six (6) months of experience (within the last five years) delivering client, customer or public service in a call-centre, office or other service-related environment.

• Experience may have been acquired through paid employment, volunteer or co-op/internship experience and may include, but is not limited to experience such as: Responding to customer or client inquires; providing recommendations or solutions to customers; and working with computer applications or systems to document information in support of customer or client service.

OR

Experience obtained through the successful completion of a degree or a diploma from a recognized postsecondary institution.

• While not required, preference MAY be given to candidates how meet the following:

At least six (6) months of experience working in a call center or contact center environment.

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

The minimum and essential staffing requirements indicated below will be assessed during the process and may be used to identify candidates for positions.

• Effective Verbal Communication
• Effective Interpersonal Skills
• Performance Validation – May be validated through Reference Checks.
• Language Profile – Second Language Evaluation (SLE) will be required for bilingual positions.
• Professionalism
• Ability to research, interpret and apply policies and procedures

Asset Staffing Requirements

The asset staffing requirements listed below may be assessed/applied at a later date and may be used to select candidate(s) for appointment. They may include, but are not limited to:

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

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

CONDITIONS OF EMPLOYMENT

• Must physically work at their designated office location in Moncton, Bathurst or Saint John, New Brunswick a minimum of two days per week.
• Reliability Status Security Clearance.
• 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 may be onsite or via virtual technology.

Operational Requirements

• Requirement to work in an environment where difficult conversations with clients may occur in daily interactions.
• Requirement to work in an Inbound/Outbound Contact Centre Environment.
• Requirement to work various shifts Monday to Friday, between the hours of 8:00 a.m. and 6:00 p.m. (Atlantic Time)

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.

Contact

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.

Name : Program Services, NBTSO – Reference Requisition Number 59941344

Email address : [email protected]