GC Jobs

Telework opportunities-Become a Client Support Centre Agent (Inventory)

Reference number: IMC20J-017880-000140
Selection process number: 2020-IMC-EA-34076-0
Immigration, Refugees and Citizenship Canada - Client Support Centre
Montréal Island (Québec)
$55,543 to $60,130

For further information on the organization, please visit Immigration, Refugees and Citizenship Canada

Need Assessment Accommodation? Information on accommodation for persons with disabilities

Closing date: 15 February 2022 - 23:59, Pacific Time

Who can apply: Persons residing in Canada and Canadian citizens residing abroad.

Important messages

What You’ll Get:
👍 Competitive Salary
👍 Paid Training (Daytime training hours)
👍 Employee Benefits Package
👍 A diverse, inclusive and dynamic team
👍 Opportunity to grow your skillset within a supportive team
👍 Daytime and evening working hours with possibility of remote work
Being fluent in English & French is very important since you will be answering calls from across Canada!

If you’re not sure where you stand, take the language quiz:
Upon hiring, candidates offered a position at the Client Support Centre in Montreal will need to pass the mandatory training in order to maintain employment.

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

Work environment

What You Will Do
You will be working in a fast paced environment where you will have to answer incoming calls from clients who have questions about their citizenship and immigration application. You will research, locate and access information navigating IRCC computer systems and tools, in order to provide clients with up-to-date information about the status of their file and options open to them. You will also explain to clients their obligations and the program requirements.

If you are interested in this position, please apply today!

Intent of the process

This inventory will be used to establish a pool of qualified candidates which will be used to staff positions with various tenures at the CR-05 group and level, with a CBC/CBC linguistic profile at the Client Support Centre in Montréal Island (Québec) within Immigration, Refugees and Citizenship Canada.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

ED1. A secondary school diploma or employer-approved alternative*

*The employer-approved alternative is an acceptable combination of education and experience:
•Education: successful completion of two years of secondary school;
•Experience: two years of experience working in customer service or call centre

Degree equivalency

EX1. Customer service or call centre experience
EX2. Experience in using technology (computer system, software and internet)

Your résumé will be used as a source of validation. It must clearly outline where, when and how you acquired the experiences.

BC1. Values and Ethics*
BC2. Client Service Orientation
BC3. Adaptability and Flexibility*
BC4. Judgment / Analytical Thinking
BC5. Effective Interactive Communication

A1. Ability to navigate computer programs

PS1. Dependability*
*Behavioural Competencies and Personal Suitability marked with an asterisk will be assessed within this job advertisement.

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (CBC/CBC)
Candidates must be bilingual, and be able to demonstrate their capabilities to work in English and French by achieving at least a (CBC/CBC) rating on the Public Service Commission’s Second Language Evaluation (SLE). If you have already taken the SLE tests and require a copy of your results, you may request them from the Public Service Commission (PSC) at: http://www.psc-cfp.gc.ca/ppc-cpp/test-examen-result/result-eng.htm.

Information on language requirements

The following may be applied / assessed at a later date (may be needed for the job)

AEX1. Experience working at the IRCC Client Support Centre in Montreal

Your résumé will be used as a source of validation. It must clearly outline where, when and how you acquired the experience.

In support of achieving a diversified workforce, selection may be limited to candidates self-identifying as belonging to one of the following Employment Equity groups: Aboriginal peoples, Persons with a disability, Visible Minorities and Women.

Information on employment equity

OR1. Availability, willingness and ability to work on a weekly basis, an average of thirty-seven decimal five (37.5) hours and an average of five (5) days, within operational hours, which may include weekends, holidays and evenings. The schedules are full-time; however, contracts with a schedule of a minimum of 22.5 hours may be awarded according to operational requirements.
OR2. Availability, willingness and ability to work overtime, as required.

Conditions of employment

1. Obtain and maintain a Reliability Security Clearance.
2. Meet all requirements related to the Call Center Agent Training Program, including
obtaining the required pass mark for all evaluations. Failing to meet these
requirements will result in termination of employment during the probationary period.
3. Be available and consent to work a variable schedule, between 6:30 a.m. and 7:30 p.m. from Monday to Friday.
4. Work in a fast paced, high volume work environment.
5. Consent to wear a headset and be exposed to a computer screen for long periods of time.
6. All employees of the core public administration are required to be fully vaccinated against COVID-19 and attest to their vaccination status unless accommodated based on a medical contraindication, religion, or another prohibited ground for discrimination as defined under the Canadian Human Rights Act.

Other information

ℹ All communication relating to this process, including email correspondence, may be used in the assessment of qualifications.

ℹ It is the candidate's responsibility to keep their personal and contact information up to date, as well as any other information relevant to their application. Please ensure that the email address provided is valid, functional at all times and accepts messages from unknown users.

ℹ The educational program must be from an accredited learning institution recognized in Canada.

ℹ Should you experience any technical issues with the GC Jobs website, please contact 1-888-780-4444.

ℹ Persons with disabilities preventing them from applying online are asked to contact 1-800-645-5605.

ℹ Human Resources Team may remove your name from the PSRS for volume-management purposes.
You may receive a notification stating that you have been screened-out. Please note that the further status of your candidacy will only be valid if it’s coming from the mailbox of this selection process.


Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.

Contact information

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