SP-04 Taxpayer Services Agent, Evening Schedule,NL Contact Centre, St. John's NL

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.

The CRA is planning to introduce the requirement for on-site presence including hybrid work models where employees are required to work on-site at a CRA-approved location a minimum of three days per week or 60% of their regular monthly work schedule, starting September 9th, 2024. A number of individual and group exceptions to on-site presence may be granted based on individual situations and the nature of the work being performed. Work arrangement agreements and specific circumstances may be discussed with the manager at the time of hiring.

Did you know that the CRA is one of the Top Employers in Canada?

Are you a dependable individual that can learn quickly? Do you possess strong people skills? Are you analytical? Are you computer savvy? Do you enjoy working as part of a team? If so, the Canada Revenue Agency (CRA) offers motivated individuals a challenging, interesting and diverse workplace that will help you to develop your skills and further your career advancement.

Job Duties

The duties and responsibilities of the positions include, but not limited to:

• Communicating with taxpayers and representatives both verbally (on the phone) and in writing, which includes answering inbound/outbound telephone enquiries.
• Receiving, reviewing, analyzing, and researching taxpayer information from internal and external sources to identify and resolve taxpayer accounts requiring corrective action.
• Researching, analyzing, interpreting, and applying legislative and regulatory provisions, policies and guidelines.
• Reviewing and directing enquiries or issues to the appropriate area for resolution.
• Preparing reports, letters, and other documents.
• Reviewing, planning, organizing, prioritizing, and working on an assigned workload.
• Participating in projects designed to enforce identified areas of non-compliance.

Taxpayer Services Agents offer quality client service to meet the taxpayer's/benefit recipient's needs. As an Agent, you must demonstrate courtesy, empathy and professionalism. This position is ideal for those who like to help others and communicate.

The Newfoundland Contact Centre operates Monday to Friday, 8am to 11pm NL time and Saturdays 10:30am to 6:30pm NL time.

This staffing process will primarily be used to fill positions with schedules of Monday to Friday 12:30pm to 8:30pm and/or 3:00pm to 11:00pm NL Time (post training) – By applying, you are confirming your availability for these shifts.

Language requirements : Various linguistic profiles : English essential, Bilingual imperative CBC / CBC

This position will require the use of a headset for prolonged periods and constant exposure to a computer screen. Work conditions require adapting to change, dealing with stress and dealing with any challenging situations that may arise.

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

Who can apply

Persons living in Canada and Canadian citizens living abroad.

AND eligible veterans and Canadian Forces members

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 veterans, Canadian citizens and permanent residents.

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.

Preference may be given to first 200 candidates

Essential staffing requirements

To be eligible, you must meet the following requirements.

Education

• the CRA's minimum education standard for SP-04 Minimum education standard webpage

Successful completion of a secondary school diploma or CRA-approved alternatives.

Note: You must upload your education credentials, including a copy of your Secondary School (High School) Diploma or CRA-approved alternatives, in the education section of your candidate profile and submit all required documents by the closing date and time of this poster. Failure to do so will result in your application not being considered further.

Candidates with foreign education credentials must have their education confirmed by a recognized credential assessment service, and a copy of the completed assessment must also be uploaded in the education section of your Candidate Profile prior to applying. If you do not have your foreign education credentials assessment uploaded to your Candidate Profile with your application you may be screened out of the process. Please visit the Canadian Information Centre of International Credentials website at http://www.cicic.ca/.

Experience

Have experience in:

Minimum of six (6) cumulative months of experience** within the last two (2) years working with the public in a client service environment, either on the telephone, by written correspondence and/or in person.

AND

Minimum of six (6) cumulative months of experience within the last 2 years working with Microsoft Office software : Microsoft Excel, Outlook, Microsoft word and Internet search engines.

Note: The onus is on the candidate to demonstrate how they meet the experience requirement(s). Only applicants who demonstrate that they meet the experience requirements will be considered further. Failure to provide sufficient information will result in those applicants being screened out.

Candidates must obtain the essential experience prior to submitting their application for this process.

**Experience 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.

Minimum and essential

The minimum and 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. You will be notified in advance of any asset requirements to be evaluated.

• Performance validation
• Second Language Evaluation – for bilingual positions only
• Ability to Communicate Effectively – Verbal communication
• Client service orientation
• Effective interpersonal relations
• Ability to seek and interpret information
• Dependability

Results from locally developed assessment tools may be used for appointment. Results from locally developed assessment tools are not portable to other staffing processes.

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:

• Qualifications
• Cognitive abilities, and behavioral competencies – Korn Ferry Unsupervised Internet Test
• Specific experience related to position being staffed
• Additional education or training
• Budgetary considerations
• Duration of appointment
• Start date
• Minimize business disruption
• Employment Equity

Throughout the staffing process, it is your responsibility to make yourself available for all testing and interview dates for which you are invited. If you fail to attend any of the scheduled testing or interview sessions, you will be deemed to be no longer interested in this selection process and as a result, you will not be considered further.

Conditions of employment

• Reliability/Security: Reliability Status
• Willingness to work on evenings and/or on weekends
• Willingness to take and successfully complete training

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: Atlantic Staffing
Email address: NP15AEX95G@cra-arc.gc.ca