Intake Officer, Bilingual, SP-04 (equivalent to AS-01, CR-05, PM-01)

Are you looking for a work environment that is innovative and motivating? Do you want to work in a healthy work environment, where work-life balance and employee well-being are top priorities? If you answered yes to the above, the Office of the Taxpayers' Ombudsperson (OTO) is the right place for you.

As an Intake Officer (SP0268) you would be responsible for:

• Providing telephone service to explain and clarify the mandate of the Taxpayers' Ombudsperson, as well as gather information regarding service-related complaints.
• Answering enquiries in a fast-paced contact centre.
• Conducting review of complaints received online, by fax and by mail; triaging according to our mandate and in accordance with our policies and procedures.
• Providing explanations and clarifications, orally and in writing within the OTO and externally.
• Completing case data entry, and verifying correctness of case completion.

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 Requirements: Bilingual imperative BBB/BBB

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 budgets 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 Ottawa, Ontario.
• Hours of work vary with the position being staffed: The call centre hours of operation are from Monday to Friday between 8:15 a.m. to 4:30 p.m. EST.
• Job offers to those who qualify may be made at any time during the validity period of the pool.

To view the complete work description click here:

• SP0268

If you cannot access the link, you may contact OTOStaffing-DotationBOC@oto-boc.gc.ca to obtain a copy of the work description.

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 Ottawa, 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 receives 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 may give preference to the first 100 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

A secondary school diploma or CRA-approved alternatives*

• CRA-approved alternative to a secondary school diploma is an acceptable combination of education, training, and/or experience.

Proof of Education

Candidates are responsible for ensuring that clear and legible electronic copies of their education credentials are uploaded as attachments into the education factor(s) that they are to complete 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.

HOW TO UPLOAD YOUR EDUCATION CREDENTIALS:

Click on "Candidate Profile"

Click on "Education"

Click on "Number of attachments"

On the page titled "Manage education attachment", click on "Browse"

Select your proof of education documents and click on "Upload"

Foreign Education:

CRA will accept foreign education credentials as long as they have been assessed by a recognized credential assessment service. Candidates with foreign education credentials are required to provide proof of Canadian equivalency. Any applicable fees are the responsibility of the candidate. For more information, you may refer to the Canadian Information Centre of International Credentials (http://www.cicic.ca).

Note: You must upload your essential education credentials in the EDUCATION SECTION of your Candidate Profile, demonstrating that you meet the essential education requirements for the position(s) being staffed. This proof may include a copy of your secondary school diploma; secondary school equivalence test; or degree, applied degree or diploma from a recognized post-secondary institution. If your education credentials are not uploaded, your application may not be considered further. Unofficial transcripts or web transcripts are not acceptable.

Experience

You must clearly demonstrate how you meet the following experience:

• Experience* offering client services over the phone and in writing while working in a fast-paced or high volume environment (e.g., call centres, help line, marketing, sales, or surveys).

• Experience* in entering information or updating records in a database or computer system.

• Experience is normally associated with the performance of these functions as part of the major job duties accomplished for a period of not less than twelve (12) cumulative months within the last five (5) years.

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 ongoing basis. If you meet the prerequisite staffing requirements, you will be invited to an assessment.

Essential

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

• Performance validation
• Second Language Evaluation
• Reliability/Security: Reliability Status.

Unsupervised Internet Test (UIT)

You must obtain the minimum pass mark (to be determined at a later date) on the following UIT to proceed in this staffing process:

• Korn Ferry cognitive abilities and behavioural competencies – Korn Ferry UIT.

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 UIT.

Asset(s)

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 .

• Client service
• Empathy
• Interpersonal skills
• Qualifications
• Collaboration
• Reliability
• Autonomy

Additional Asset staffing requirements

• Budgetary considerations
• Duration of appointment
• Start date
• Minimize business disruption
• Employment Equity

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 four (4) weeks. This training may be onsite or via virtual technology.
• Candidates who are offered positions via this process will be required to attend the office in Ottawa, ON.
• Willingness to work overtime.
• Willingness to take and successfully complete training (including virtual training where required).
• Ability to physically work from Ottawa, ON.
• Ability to set up and maintain CRA-issued computer and telephone equipment.

Operational Requirements

• Willingness to work in an Inbound and Outbound Contact Centre environment.
• Willingness and ability to work on the telephone (using a headset) for extended periods of time; both Inbound and Outbound calls.

Willingness and ability to work in an environment where difficult conversations with clients may occur in daily interactions.

The Office of the Taxpayers' Ombudsperson (OTO) works independently from the CRA for service-related complaints. We are linked with the CRA when managing financial and human resources files. The Taxpayers' Ombudsperson reports to the Minister of National Revenue.

We are looking for enthusiastic people to take on key roles to work as Intake Officer. We need people who are motivated, self-directed and client service driven. Your work will have a direct impact on the life of Canadian citizens.

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: The SP-04 Staffing board
Email address: OTOStaffing-DotationBOC@oto-boc.gc.ca