Cra Is Hiring Bilingual Taxpayer Service Agents And Collections Contact Officers (Sp-04) For The New Brunswick Tax Services Office.

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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.

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.

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;
• Leave allowances to support various stages of life including vacation allowances; family-related leave; sick leave; and maternity and parental top-up benefits.
• Competitive salaries and benefits such as supplemental health insurance, dental care, and a pension plan;

As a Taxpayer Service Agent, You Would

Offer quality client service to meet the taxpayer’s/benefit recipient’s needs while demonstrating courtesy, empathy and professionalism.

Gather information from taxpayers to establish the precise nature of their enquiry or request and research possible responses or solutions using a variety of internal and external information sources.

Provide information, explanation and/or clarification regarding CRA benefits, programs, processes and requirements.

Taxpayer Service Agent Positions Require

Working in an inbound/outbound contact centre environment. Employees will work various shifts between the hours of 7:30 a.m. and 8:00 p.m. from Monday to Friday and between 9:00 a.m. and 5:00 p.m. on Saturdays.

Responding to urgent and complex enquiries from taxpayers in demanding situations including short timelines and difficult interactions.

As a Collections Contact Officer, You Would

Initiate contact and correspond with taxpayers, their representatives, and third parties to gather information and respond to inquiries or complaints related to collecting outstanding debts or resolving compliance issues.

Review, verify and analyze taxpayer information and leads from inside the office by using internal and external sources and by making requests for fieldwork such as out of office interviews with taxpayer, attending insolvency proceedings, and other events.

Make recommendations for relief considering hardship criteria, fairness provisions, or remission guidelines.

Initiate and follow through with legal actions in accordance with Agency policies and procedures to collect or encumber assets to safeguard the Agency’s interests.

Collections Contact Officer Positions Require

Working in an inbound/outbound contact centre environment. Employees will work shifts between the hours of 8:00 a.m. and 5:00 p.m. 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 Taxpayer Service Agents AND 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.

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 58837246. If you already completed the Second Language Evaluation (SLE) or the interview, you will not be reassessed as part of this process.

In the case of candidates previously terminated or rejected on probation from positions within the CRA, please note that additional verifications will be conducted. Based on the reasons for termination or rejection, an applicant may not be considered further in the staffing process/considered for appointment, as they may be deemed to not meet one or more of the staffing requirements.

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. Please do not hesitate to reach out to the contact below should you have accessibility needs related to the application 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

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

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 twelve (12) months of experience** 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; initiating contact with customers or clients to collect necessary information or outstanding debts; gathering, analyzing and compiling information to create documents or reports; 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 who meet the following:

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

At least six (6) months of consecutive experience providing client or customer service in a banking, accounting, finance or insurance field.

At least six (6) months of consecutive experience collecting debts and/or taking legal action on outstanding debts from individuals or businesses such as loans, credit card debts, mortgages, accounts receivable, taxes, etc.

At least six (6) months of consecutive experience administering credit in the financial services sector (or equivalent) including duties such as investigating credit worthiness, analyzing applicants’ financial situation and/or determination of the risk of granting credit.

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.

• Client Service Orientation
• Duration of appointment
• Budgetary considerations
• Effective Written Communication
• Professionalism
• Personal Suitability’s:
• Start date
• Note: 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 most relevant or best results achieved on any of the staffing requirements being assessed.
• Reliability Status Security Clearance.
• Performance Validation – May be validated through Reference Checks.
• Taxpayer Services - Requirement to work various shifts Monday to Friday, between the hours of 7:00 a.m. and 8:00 p.m., and on Saturdays between the hours of 9:00 a.m. and 5:00 p.m.
• Valid Driver’s license or personal mobility to a degree normally associated with the possession of a driver’s license.
• Requirement to work in an Inbound/Outbound Contact Centre Environment.
• Experience may be further defined by specified timelines or activities/duties at the appointment stage.
• Requirement to work in an environment where difficult conversations with clients may occur in daily interactions.
• Additional education or training
• Effective Interpersonal Skills
• Qualifications
• 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.
• Effective Verbal Communication
• Experience* relevant to the position being staffed.
• Collections – Requirement to work shifts Monday to Friday, between the hours of 8:00 a.m. and 5:00 p.m.
• Minimize business disruption
• Language Profile – Second Language Evaluation (SLE) will be required.
• Employment Equity
• Ability to research, interpret and apply policies and procedures
• Thinking things through