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

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 are 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/staffing actions over six months made through this process.

AS A COLLECTIONS CALL CENTRE AGENT, YOU WOULD:

• Initiate contact with taxpayers, their representatives, and third parties to gather and verify information as well as request and negotiate payment of outstanding debts.

• Respond to inquiries and complaints from taxpayers regarding the status of their accounts and providing basic information regarding payment and reporting and filing requirements.

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.

• Sitting and working at a computer and the use of a headset or handset for prolonged periods.

• 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 PERMANENT opportunities in New Brunswick which is located on the traditional unceded territory of the Wolastoqiyik, Mi'kmaq and Peskotomuhkati peoples.

We may create a list of partially or fully qualified candidates which may be used to staff similar positions.

There may be an opportunity for teleworking arrangements; however, candidates would be required to reside within a reasonable commuting distance of their designated New Brunswick office for the purpose of obtaining or maintaining equipment, training and required meetings. More information will be provided if you are being considered for a position.

We may give preference to candidates who best meet the staffing requirements listed. 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.

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.

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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 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.

STAFFING REQUIREMENTS

LANGUAGE REQUIREMENTS

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

EDUCATION

Essential Education:

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

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.

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 for International Credentials.

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 must include at least two of the following:

• Providing information and/or explanation of requirements.
• Verifying information and/or updating or correcting information for clients or customers.
• Responding to inquiries and/or resolving complaints.
• Working with and documenting information using a variety of computer applications such as spreadsheet software, word processing software, and other information systems and databases.
• Initiating contact with customers or clients to collect necessary information or outstanding debts.
• Dealing respectfully with difficult situations

OR

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

Asset Experience:

**While you are not required to meet asset experience qualifications in order to be considered for opportunities, we may give preference to candidates who meet one or more of the following asset experience qualifications.**

At least six months of experience responding to inquiries regarding OR collecting debts from individuals or businesses such as loans, credit card debts, mortgages, accounts receivable, taxes, etc.

At least six months of experience (within the last five years) providing internal or external support services in an accounting, financial or credit/loan evaluation field.

At least six months of experience (within the last five years) working in a Call Centre environment.


**A TIP FOR SUCCESS – You must submit an updated Resume or CV with your application. Consider this your opportunity to demonstrate how your experience meets the essential AND asset or other experience and education qualifications. Ensure to upload your Resume into the Documents section of your Candidate Profile and attach it to your application via Step 3 of the Application Process prior to clicking "Submit Application".

ESSENTIAL STAFFING REQUIREMENTS

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

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

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.
• Qualifications
• Additional education or training
• Budgetary considerations
• Duration of appointment
• Start date
• Minimize business disruption
• Employment Equity

• Experience may be further defined by specified timelines or activities/duties at the appointment stage.

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

CONDITIONS OF EMPLOYMENT

• 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.
• Valid Driver's license or personal mobility to a degree normally associated with the possession of a driver's license.

Operational Requirements

• Requirement to work in an Inbound/Outbound Contact Centre Environment.
• Requirement to work various shifts Monday to Friday, between the hours of 7:00 a.m. and 6:00 p.m. (Atlantic Time)
• Requirement to work at a computer and on the telephone (using a headset) for prolonged periods of time.
• Requirement to work in an environment where difficult conversations with clients may occur in daily interactions.

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.

Name : Program Services, NBTSO – Reference Requisition Number 58931152
Email address : ATL-NBAdmin@cra-arc.gc.ca