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For a description of key terms used on CRA job notices, go to Definitions for job seekers.
About The Job
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, 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 EE Staffing questionnaire as part of your application if you wish to be considered for appointments using the EE staffing requirement in this process. Also, ensure that you have provided consent in the EE staffing questionnaire for your EE 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 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.
Come work for the CRA, one of the Top 100 Employers in Canada!
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 has introduced 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 two days per week or 40% of their regular monthly work schedule. 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.
Job Duties
SP-04 Taxpayer Services Agent
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 over the phone 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.
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 time 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*.
- 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 are Monday to Friday between 8:00 am to 8:30 pm and Saturday from 9:00 am to 5:00 pm; however, they may be subject to change to meet operational requirements. Please give careful consideration to these hours before applying as preference of shift may not be provided.
Language Requirements
English Essential and Bilingual Imperative (CBC)
To view the complete work description, click here: (SP0465). If you cannot access the link, you may contact the email listed at the bottom of the notice to obtain a copy of the work description.
Did you know that the CRA is one of the Top 100 Employers in Canada?
To apply
Who Can Apply
Persons living in Canada and Canadian citizens living abroad.
AND eligible veterans and Canadian Forces members
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. 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 600 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
- 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 and provide proof of Canadian equivalency to the staffing board. Any applicable fees are the responsibility of the candidate. For more information, please visit the Canadian Information Centre of International Credentials website at www.cicic.ca.
IMPORTANT: To be considered further you MUST upload your education credentials to the Education section of your Candidate Profile and submit all required documents at the time of application. 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
- 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
AND For All Options Listed Above
The computer and typing skills that would be acquired working in a Microsoft environment completing the duties above.
- 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 within the last thirty-six (36) months
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 experience options above and provide details and time frames outlining how their duties are comparable to those key activities.
Note: The onus is on the candidate to demonstrate how they meet the experience requirement(s). Insufficient information may result in your application not being considered further.
Candidates must have the essential experience obtained by the time of application.
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
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.
Essential
Asset staffing requirements
The essential staffing requirements indicated below will be assessed during the staffing 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
- Ability to Effectively Navigate Difficult Conversations
The results of locally developed assessments are not transferable to other staffing processes.
You must be successful in each assessment in order to continue to the next assessment and further in this process.
Note: A top down approach may be invoked at any stage in this process to limit numbers of candidates or for appointment purposes.
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.
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 essential assessment.
Asset staffing requirements: Asset staffing requirements may also be assessed during the staffing process and may be used to identify candidates for positions. Staffing requirement may include but not limited to:
- Qualifications
- Specific experience
- Additional education – a degree/diploma from recognized postsecondary institution
- Training
- Budgetary considerations
- Duration of appointment
- Start date
- Minimize business disruption
- Employment Equity
You will be notified in advance of any additional asset staffing requirement(s) to be utilized.
All interactions throughout this staffing process, including email communications, may be reviewed by the staffing board to ensure candidates act in accordance with the CRA’s Core Values. Candidates who contravene one or more of the CRA’s Core Values throughout the course of this staffing process may not be considered further.
In the case of applicants previously terminated or rejected on probation from positions within the CRA, please note that additional verifications will be conducted. Based on the reasons for termination or rejection, an applicant may not be considered further in the staffing process/considered for appointment, as they may be deemed to not meet one or more of the staffing criteria.
Conditions of employment
- 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).
- 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 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
- Complete orientation prior to the start of virtual training.
- Complete on the job training after virtual training.
- 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 a Contact Centre environment which is 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.
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.