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 (DI), 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 EEDI Staffing questionnaire as part of your application if you wish to be considered for appointments using the EE and/or DI staffing requirement in this process. Also, ensure that you have provided consent in the EEDI staffing questionnaire for your EEDI 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 and/or DI 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.
The duties and responsibilities of this position include, but are 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 taxpayers' and benefit recipients' needs. As an Agent, you must demonstrate courtesy, empathy and professionalism.
Due to the nature of this work, consistent and strict adherence to start and finish times, lunch and break times is required.
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 challenging situations.
Important information about this position:
Successful candidates are expected to reside within reasonable commuting distance (124 kilometres or less) from one of the following CRA locations:
- Bathurst, New Brunswick
- Moncton, New Brunswick
- Saint John, New Brunswick
- St. John's, Newfoundland
- Halifax, Nova Scotia
- Sydney, Nova Scotia
- Charlottetown, Prince Edward Island
- Summerside, Prince Edward Island
Virtual reporting outside of these locations is not possible.
It is important to note that successful candidates for these positions will be required to physically work on-site at one of the locations indicated above. Candidates who are able to work on-site in St. John's Newfoundland or Moncton or Saint John, New Brunswick may be given priority.
CRA's hybrid work model
Employees are required to work on-site at a CRA-approved location a minimum of four days per week or 80% of their regular monthly work schedule. CRA's hybrid work model may not be available for all locations and candidates maybe required to report onsite full time.
Employees are required to attend training on-site five days per week. Eligibility for the CRA's hybrid work model will be assessed following the completion of training and management confirmation that the employee can work independently.
The current hours of operation for the Atlantic Contact Centre are 9:00am- 6:00pm AT (9:30am-6:00pm NL)
Hours of work and schedules may fluctuate. Agents must be available to work all scheduled hours as the schedules match the call demand and may be modified as required. Please consider this before applying as shift preference may not be granted.
A pool of eligible candidates for each location will be established for this staffing process based on the responses received upon application.
What to expect when applying to this process:
The purpose of this process is to staff various term positions at the Individual Enquiries Contact Centre (IECC) and the Business Enquiries Contact Centre (BECC), in the Atlantic Region. No permanent offers will be made from this staffing process.
A list of partially or fully qualified candidates may be created and used to staff similar positions within the Atlantic Region.
Candidates are encouraged to submit their application as soon as possible as candidates may be considered on an on-going basis.
Who can apply
Any individual residing in Canada, and Canadian citizens and permanent residents residing abroad.
Preference for appointment will be given to veterans first, followed by Canadian citizens and permanent residents.
If you are a candidate from the general public, you are responsible to pay for any expenses related to your participation in this staffing process, as well as any relocation costs if you receive and accept 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.
Education:
- The CRA's Minimum education standard for SP-04
Successful completion of a secondary school diploma or CRA-approved alternatives.
Foreign education credentials and designations:
Please note: If you have education credentials or designations completed outside of Canada, please review the following link for additional documentation requirements: Foreign education credentials and designations.
If you have foreign education credentials, you must have your education credentials confirmed by a recognized credential assessment service and provide proof of Canadian equivalency to the staffing board. For more information, visit the Canadian Information Centre for International Credentials.
Any applicable fees are your responsibility.
Proof of Education
You MUST upload clear and legible electronic copies of your education credentials as attachments in the Education Section of your 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.
Essential Staffing Requirements *Resume Required*
**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".
Experience:
At least twelve (12) months of experience* within the last thirty six (36) months delivering client, customer or public service in a call-centre or professional environment.
AND
At least six (6) cumulative months of experience within the last twenty four (24) months using computer technologies including but not limited to: Microsoft Office software or equivalent (Microsoft Excel, Outlook, Word), PDFs, Internet search engines.
- Experience may include but is not limited to experience such as: Responding to customer or client enquires; providing recommendations or solutions to customers; initiating contact with customers or clients to collect necessary information; 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.
Candidates must have the required experience by the submission date of their application.
**While not required, preference may be given to candidates who have the following:
At least six (6) months of consecutive experience working in a call centre or contact centre environment.
Experience providing internal or external support services in an accounting, financial or credit/loan evaluation field.
***IMPORTANT TIP FOR SUCCESS: We will be looking at the responses to the Experience Questionnaire completed during the application process to confirm that you meet the above essential experience requirements. You must include enough detail to support HOW you meet the Experience. Failure to provide sufficient information will result in your application being screened out.
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 staffing requirements:
- Language requirements:
- English
- Bilingual (English and French) (CBC/CBC).
- Performance validation, if required
- Suitability based on previous employment with the CRA*
If you are a former CRA employee you must provide your most recent supervisor as a reference.
Essential staffing requirements:
Essential Staffing Requirements may be assessed through Interviews or Reference Checks
- Korn Ferry - Custom Entry-Level Test
- Ability to Communicate Effectively – Verbal communication
- Client service orientation
- Effective interpersonal skills
- Ability to research, interpret and apply policies and procedures
- Analytical Thinking
- Professionalism (assessed throughout the selection process)
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 assessments conducted within this process.
Asset staffing requirements:
- Dependability
- Qualifications
- Specific experience* related to position being staffed
- 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 and Security: Reliability Status
- Willingness to take and successfully complete training
- Willingness to adhere to scheduled shift
- Overtime may be required
We encourage you to read Important information on staffing at the CRA to find out more about staffing processes and how to apply.
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.
Plan ahead! Collecting required security screening documents can take time, we recommend starting this process early. More information available at:
Applying for Government of Canada jobs: after you apply - Canada.ca
Definitions of key terms to simplify some of the language you will find on our job posters are available at:
- Important information on staffing at the CRA
- Definitions for job seekers - Canada.ca
