CRA as SPCall Centre Agent Ontario Region

Experience 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 -

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.

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.

Employees are required to work on-site in accordance with the CRA's requirement for on-site presence. Workplace arrangements are based on the position, work location and operational requirements, and are subject to change. Specific on-site presence requirements will be shared with candidates selected for appointment. Workplace accommodations based on the duty to accommodate as well as individual exceptions may be granted depending on the circumstances and the nature of the work being performed.

• Conduct interviews by telephone to gather and verify information, request and negotiate payment of outstanding amounts within prescribed parameters, request missing returns and provide a legal warning to taxpayers.
• Initiate changes to correct errors identified on taxpayer accounts.
• Verbally respond to telephone enquiries pertaining to system-generated letters and provide general collection and compliance information.
• Review information available on Agency systems and conduct private sector database searches from inside the office to locate taxpayers, taxpayer information and telephone contact numbers.
• Gather and verify taxpayer contact information, recovery sources and other relevant information and input data on to Agency electronic diaries.
• Refer unresolved accounts, or accounts meeting a predetermined criteria to other staff within the Agency.

Refer to the SP0254 to view the work description. If you're unable to access the link, please contact the staffing board at the email address listed at the bottom of the notice to request a copy of the work description.

• The role requires the use of a headset or handset for extended periods.
• The duties involve prolonged sitting and sustained work at a computer screen.
• The contracts offered will be for temporary positions only however extension may be possible based on performance, operational needs, and available budget.
• Due to the nature of this work, consistent and strict adherence to start and finish times, lunch and break times is required.
• Work conditions require adapting to change, dealing with stress and challenging situations.

Successful candidates are expected to reside within a reasonable commuting distance (less than 125 kilometres) from at least one of the following CRA offices:

• 2215 Gladwin Crescent, Ottawa ON K1B 4K9
• 1475 John Counter Boulevard, Kingston ON K7M 0E6

Candidates must be proficient in English and be able to demonstrate their ability to work in English.

Any individual residing in Canada, and Canadian citizens and permanent residents residing abroad.

Eligible veterans and Canadian Armed Forces members.

Individuals with preferred status.

Preference for appointment will be given to veterans first, followed by Canadian citizens and permanent residents.

Qualified members and former members of the…