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Inbound Contact Centre, Taxpayer Services Agent, Hamilton ON (English)

Canada Job

Inbound Contact Centre, Taxpayer Services Agent, Hamilton ON (English)

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

About the job

Taxpayer Services Agent (SP0465)

The Taxpayer Services Agent offers quality client service to meet the taxpayer’s/benefits recipient’s needs. Successful candidates must demonstrate courtesy, empathy and professionalism. This position is ideal for those who like to help others and communicate with taxpayers and benefit recipients in answering their enquiries.

Key duties may include:

  • answering enquiries in fast paced in-bound contact centre. Up to 90% of your scheduled shift will be on the telephone with callers from the general public on a daily basis
  • providing explanations and/or clarification to taxpayers over the telephone in response to enquiries concerning the filing and processing of Individual Tax Returns
  • explaining to taxpayers various social programs administered by the CRA over the phone
  • gathering information from taxpayers to establish the precise nature of their enquiry or request
  • Researching solutions to taxpayer inquiries using a variety of internal and external information sources to meet taxpayer needs.
  • Utilizing various computer applications and systems required to enter information, research, analyze and resolve questions or problems and requests raised by taxpayers, including payment reconciliation

Please be aware that this position will also include the following:

  • The use of a headset or handset for prolonged periods
  • Sitting and working at a computer screen for extended periods of time
  • Working in an environment that contains background noise*
  • Responding to urgent and complex enquiries from taxpayers in demanding situations including short timelines and difficult interactions

Language requirement:

English Essential

The pool established from this staffing process may be used to staff similar positions.

Important information about the position:

  • This is anticipated to be a term/contract position
  • Terms/contracts may be full or part time and are subject to change based on operational requirements throughout the length of the term/contract
  • Terms/contracts may be extended based on performance, operational requirements and budget available
  • Permanent positions may be awarded at a later date based on performance, operational requirements and/or budget availability.
  • You must be able to physically work from the office in Hamilton, Ontario*
  • IMPORTANT: due to the current state of the work environment surrounding COVID-19, remote work and or training may be available however employees must reside within a reasonable commuting distance to the Hamilton office and will be required to attend the physical office in Hamilton on a regular basis as required by Management.
  • Hours of work vary with the position being staffed:
    • Hours of work and schedules may frequently fluctuate. Agents must be available to work all scheduled hours as schedules are matched to call demand and could be changed as needed .
    • The Contact Centre hours of operation can be from Monday to Friday between 8:00 am to 9:00 pm and Saturday 9:00 am to 5:00 pm however they may be subject to change to meet operational requirements at different times during the year. Please give careful consideration to these hours before applying as preference of shift may not be provided.
  • Job offers to those who qualify may be made at any time during the validity period of the pool.
  • Due to the COVID-19 pandemic, public health recommendations and restrictions are in place across Canada and may change as circumstances evolve. You may be required to temporarily work remotely (e.g. from home). Further information will be provided if you are selected for the position

To apply

Who can apply

Persons living in Canada and Canadian citizens living abroad.

Preference for appointment will be given to veterans, Canadian citizens and permanent residents

Please note that this process will be used to staff positions in Hamilton, ON 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.

If you are appointed from this process we will expect you to relocate to this location.

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.

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 200 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.

Essential staffing requirements

To be eligible, you must meet the following requirements:

Education

Successful completion of a secondary school diploma

  • the CRA’s minimum education standard for SP positions

Candidates with foreign education credentials must have their education confirmed by a recognized credential assessment service.

IMPORTANT: To be considered further you MUST upload your education credentials (copy of diploma, degree,, etc.) to the Education section of your Candidate Profile by the closing date and time of this poster. Failure to do so will result in your application being screened out. Original documents may be required at a later step in the process.

Experience

Have experience in one or more of the following:

Option 1

Experience* working with clients/customers in either a customer services, sales, contact centre or office environment. This includes, but is not limited to, the following: explaining and providing information about programs, services and accounts, resolving complaints or problems, responding to enquiries by phone, and/or providing technical assistance.

OR

Option 2

Experience* in the Financial Services or Credit industry. This includes, but is not limited to, the following: experience in the sales and customer service of financial products such as bank accounts, investments, credit cards, granting credit to individuals or businesses by way of loans, lines of credit and mortgages and proactively promoting the utilization of online services and self-service options.

OR

Option 3

Experience* providing information regarding application/clarification of and/or enforcement of, Federal, Provincial and/or Municipal legislation in a call centre or counter service environment. This would include ,but is not limited to, the following: providing interpretation of guidelines, eligibility, entitlement and procedures, provide guidance and support to customers in completing documents and forms, providing guidance and support to clients experiencing problems accessing or interpreting government services.

  • Experience is normally associated with the performance of these functions as part of the major job duties accomplished for a period of six (6) consecutive months or more.

AND for all options listed above:

The computer and typing skills that would be acquired working in a Microsoft environment completing the duties above.

Eligible veterans and Canadian Forces members: The staffing board will consider similar or comparable experience. Eligible veterans or members of the Canadian Forces wishing to apply should review the key activities above and provide details and time frames outlining how their duties are comparable to those key activities.

Asset staffing requirements

We may use the following asset staffing requirements to screen applications. Make sure to clearly demonstrate how you meet them on your application.

  • Previous CRA experience (including student co-op and internships)
  • Community Volunteer Income Tax Program (CVITP)
    • Educating taxpayers by providing information and explanations to taxpayers enquiries which may include promoting available CRA administered programs and resources.

Candidates are encouraged to submit their online application, education credentials and all required documents as soon as possible. Candidates will be screened against the prerequisite staffing requirements on an on-going basis. If you meet the prerequisite staffing requirements, you will be invited to an assessment.

Temporary virtual reporting may be possible, if operational requirements permit.

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.

Assessment

Essential

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

  • Ability to Communicate Effectively Orally- In English
  • Ability to Communicate Effectively in Writing- In English
  • Ability to Research and Interpret Information
  • Organizational Fit
  • Performance validation/reference check

The results of locally developed assessments are not transferable to other staffing processes.

Asset staffing requirements may also be assessed during the staffing process and may be used to identify candidates for positions. You will be notified in advance of any asset requirements to be evaluated. Asset staffing requirements may include but are not limited to:

  • Qualifications
  • Specific experience
  • Additional education or training
  • Budgetary considerations
  • Duration of appointment
  • Start date
  • Minimize business disruption
  • Employment Equity
  • Performance/Contact Centre Agent Assessment Tool (CCAAT) results

IMPORTANT: Virtual assessments may be conducted by telephone, video conference or other alternate formats where possible. During virtual assessments the candidate must have access to a telephone, stable internet connection and privacy for the duration of the assessment. Certain software/Apps may be required to complete the assessment. It is recommended to have access to a desktop or laptop computer during the assessments to allow you to participate fully at the assessment stage. Candidates may not be accompanied by other individuals during their assessment.

You are expected to make yourself available for assessment when scheduled. Assessments will only be rescheduled for exceptional circumstances and supporting documentation may be requested by the Staffing Board. The Staffing Board will make these decisions on a case by case basis. Candidates from the general public are responsible for travel expenses (if any) incurred to attend assessments.

Conditions of employment

  • Successful applicants interested in positions must be available to attend full-time training each day (37.5 hrs/week) Monday to Friday for a period of up to 10 weeks. This training may be onsite or via virtual technology.
  • Candidates eligible to telework during the current COVID-19 situation who are offered positions via this process will be required to attend the office in Hamilton, ON periodically for training, meetings, or in the event of equipment issues, including but not limited to:
  • Complete orientation prior to the start of virtual training
  • Complete on the job training after virtual training
  • Reliability/Security: Reliability Status
  • Willingness to work overtime
  • Willingness to work on evenings and/or on weekends (Filing Season)
  • Willingness to take and successfully complete training (including virtual training where required)
  • Willingness to work shifts or a flexible schedule (including weekends and statutory holidays)
  • Ability to physically work from Hamilton, ON when required
  • Ability to set up and maintain CRA issued computer and telephone equipment

Operational Requirements

  • Willingness to work in an Inbound Contact Centre environment which is currently limited to only telephone work
  • Willingness and ability to work on the telephone (using a head set) for extended periods of time; both Outbound and Inbound calls
  • Willingness to work in an environment where difficult conversations with clients may occur in daily interactions

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.

The CRA is committed to building a skilled, diverse workforce reflective of Canadian society. To find out more, consult Employment equity, diversity and inclusion at the CRA. We encourage you to complete the Employment Equity (EE) Staffing questionnaire as part of your application if you wish to be considered for staffing actions using the EE staffing requirement in this process. Your questionnaire response will be retained on file for the duration of the staffing process. If you do not complete the questionnaire, you will not be considered for any staffing actions 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 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.

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.

Given the current COVID-19 situation, teleworking may be considered for successful candidates residing within a reasonable daily commuting distance of the Hamilton Niagara Contact Centre office who have access to high-speed internet and a secure workplace in their home.

Contact

Email address : OR-Hamilton.CSD-Recruitment@cra-arc.gc.ca

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