Intake Officer, Bilingual, Sp-04
4 weeks ago
**Group and level**
SP-004
**Requisition number**
60915152
**Location**
Ottawa, ON
**Appointment Type**
Anticipatory: Acting, Lateral Move, Term, Permanent, Promotion
**Closing Date**
March 19, 2024 11:59 PM Eastern Time
**Pool to be created**
Yes
**Salary range**
$63,946 to $71,971
**Branch**
Office of the Taxpayers' Ombudsperson
**Region**
HQ - Headquarters
**Language**
Bilingual Imperative
**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 (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.
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 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
**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.
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.
**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**
**HOW TO UPLOAD YOUR EDUCATION CREDENTIALS**:
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**:
**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.
**Assessment**:
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
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