311 Agent - 0645
Clerk III Job Posting: Feb 26, 2008 - Mar 1, 2008 Union: CSU 52
Number of Openings (approximation): 30 - Permanent - Full-time
Department: 311
Work Location(s)
10205-101 Street
T5J 2Y8
Description
Revised (Job Requirement) ***Please Do not apply if you have already applied to this position.***
311 is a new City service where citizens only have one number to contact for information and City services. The primary function of front-line 311 agents is to deliver quality information and services to City of Edmonton citizens in a timely, concise, and courteous manner. Agents must possess exceptional customer service skills.
Responsibilities include:
· Deliver efficient and timely customer service and information to the citizens of Edmonton through continuous queue system: phone, e-mail, mail and fax.
· Initiate first level problem solving and first call resolution by clarifying and assessing client needs. Provide solutions and options that meet/exceed client needs.
· Utilize available technology and software applications to maximize service accuracy and efficiency.
· Enter data into appropriate network systems and databases.
· Complete paperwork and related client transactions in a timely and accurate manner within 3-1-1 policies and procedures.
· As well, there are many opportunities to gain additional experience and expertise through rotational assignments in the following areas:
· Knowledge Management: assist with entering scripting into the system.
· Scheduling: learning how to use scheduling tools and assist team leads in producing work schedules.
· Service Level: provide on-floor support to fellow agents; assist in compiling reports for service level results.
· Help Desk: answering escalated calls that require additional research.
Qualifications
· Completion of the twelfth (12th) school grade, including business subjects with emphasis on general office practices, or completion of an appropriate certificate program from an approved business school/college. Call Centre training preferred.
· Minimum 3 years experience in a call centre environment.
· Selling experience is an asset.
· Proficiency in Microsoft Office - Outlook, Word & Excel and other knowledge database tools.
· Highly developed customer service and telephone communication skills.
· Ability to work in a fast paced, high-volume environment responding to calls/e-mails/faxes received in a continuous queue system.
· Demonstrated ability as an active team player and ability to perform individually or with co-workers.
· Demonstrated professionalism, displaying a courteous friendly and positive attitude.
· Excellent communication skills (verbal and written).
· Verbal and written communication in a second language is an asset.
Note: A security clearance is a condition of employment. The successful candidate will be required to obtain a Security Clearance letter from the Edmonton Police Department.
Applicants may be tested.
HOURS OF WORK: 33.75 hours per week. 311 is a 24/7, 365 day operation therefore shiftwork is required. Shifts are determined by call arrival trends with the bulk of all activity occurring between 8am and 8pm Monday through Friday. Overnight shifts (ie. 10pm to 6am) will require 2-4 staff on site. Similarly, weekend staffing will be much lighter than the Monday to Friday requirements.
SALARY RANGE: 21M, Salary Grade: 012, $19.97 - $25.04 (Hourly), $1,347.91 - $1,690.13 (Bi-Weekly), $35,180.39 - $44,112.46 (Annually). The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.
GENERAL: Civic Service Union 52 members are requested to send a copy of their application for this competition to the union office.
The City of Edmonton thanks all applicants for their interest in this employment opportunity; however, only those candidates considered for the position will be contacted.
Total Hours per Week: 33.75
Friday, February 29, 2008
Thursday, February 28, 2008
Enquiries Officer ...Int.Feb.28/08/10am
JOB DESCRIPTIONPOINT RATING EVALUATION PLAN
Working Title
Name
Enquiries Officer
Position Number
Reports to Position No., Class & Level
Division, Branch/Unit
Ministry
00013076
Tax and Revenue Administration
Finance
Present Classification
Requested Classification
Finance 1
Dept ID
Program Code
Project Code (if applicable)
1750018
20100
PURPOSE: Give a brief summary of the job, covering the main responsibilities, the framework within which the job has to operate and the main contribution to the organization (see Section 2.3).
Incumbent is responsible for:
Answering enquiries and providing appropriate and accurate information to the public and TRA clients on all TRA tax and rebate programs, educating them regarding their rights and obligations,
Promoting awareness of fair and equitable application of all program legislation, TRA’s policies and procedures,
Resolving specific account enquiries, including initiating the appropriate action and / or processing financial accounting transactions for all TRA tax and rebate programs.
This results in TRA clients and the public having a better understanding of TRA and its programs as well as ensuring fair and equitable treatment of all clients in accordance with the applicable legislation, TRA policies and procedures.
RESPONSIBILITIES AND ACTIVITIES: The purpose of the job can be broken down in different responsibilities and end results. Each end result shows what the job is accountable for, within what framework and what the added value is. Normally a job has 4-8 core end results. For each end result, approximately 3 major activities should be described (see Sections 2.1 and 2.2).
While providing information or responding to clients enquiries, the officer will review the basis of the TRA action, analyze the data (financial and otherwise) used to assess the accuracy of the action, evaluate additional information provided in the enquiry, determine whether corrective action is required, and initiate the appropriate action. Risk relates to exposure or potential for loss of revenue either by providing the wrong information to the public, processing inappropriate accounting adjustments or reimbursements, or exposure by incorrectly handling requests for address changes or replacement AITE cards. Therefore, the officer does the following:
1. Accurate entitlement (compliance & legislation):
· ensures correct amount is refunded or reimbursed to qualifying clients through the officer’s analysis,
· Ensures accuracy of the different tax rolls, initiating adjustments to TRA’s registry as necessary,
2. Accurate assessment:
· Ensures correct assessment of corporate and commodity tax returns,
· Ensures accuracy of the tax rolls of the different programs administered,
· Administers programs on behalf of stakeholder community (e.g. assess the accuracy of the interest and penalty imposed under the Health Cost Recovery program administered for Alberta Health Department).
3. Accurate data base:
· Process non-routine accounting adjustments (transfers of funds between accounts and/or tax year ends, penalty reversals, interest adjustments, reimbursements), account reconciliation’s at the client level,
· Initiates required revisions to TRA’s registry and processing data, including cancelling and reissuing AITE cards,
· Performs investigative analysis of specified accounts
4. Analyze and determine program condition/performance
· Identifies specific areas of client (dis) satisfaction (e.g. efficiencies or delays from a specific process, for a specific program, as a result of clients’ enquiries); collects information and statistics on TRA programs (e.g. the number of enquiries on a specific issue in a program, to determine whether special notices or revised information circulars addressing those issues are required); or gather information from discussion with clients on industry trends (e.g. for the trucking: the different types of fuel used, the different arrangements (owner vehicle, independent contractors, etc), or the trend in sulphur content required in vehicles, etc).
· Compiles statistics from the above to determine areas for improvement.
5. More informed stakeholder community
· Responds to written, telephone and in-person enquiries of varying complexity from all TRA clients for all TRA programs. Such enquiries may include different program eligibility and requirements, explanation of basis of assessment/rebate amounts, reasons for refusal, interest and penalty charged, reconciliation of accounts, etc. In responding to the enquiries, the officer will be required to determine the client’s needs and initiate contact (by phone or letter) to identify discrepancies, clarify inconsistencies, research the appropriate legislation and program guidelines, identify the information and forms required to be submitted, analyse account activity, previously filed returns/claims and supporting documentation, review the basis for assessment/refunds, carry out calculations to verify information; process appropriate accounting transactions, revise registry/processing data or initiate reassessing action, place stop payments on cheques issued by TRA, determine the requirement for completion of a statutory declaration or arrange for the issuance of replacement cheques. In some cases, the officer may be required to manually rework the complete tax return/claim form or reconstruct the account in question.
· Educates and explains to the public all the different TRA programs, relating policies and procedures, specific rights (e.g. objection process) and obligations (e.g. licensing requirements). The above can be done through written or telephone replies, or discussion/provision of the relevant program information circulars or interpretation bulletins including providing interpretation and application of legislation under the specific circumstances as described, to the public. The above may also involve discussing specific requirements by the program to ensure compliance.
· Communicates findings and decisions, orally or in writing, to clients in a clear and timely manner, including preparing statements of account for reconciliation and providing interest details calculation to clients.
· May also be required to draft or edit forms and external publications being released to the public, and arrange for printing and distribution.
In response to client enquiries, the officer also
6. Collects revenues:
· Ensures the filing of tax returns and payment of instalments and outstanding balances for corporate and commodity taxes, considers and processes reimbursement requests from clients,
· Assists in investigation, location, review and analysis of taxpayer/collector records.
7. Ensures TRA accountability to government/stakeholders (appropriate rationale documentation)
· Prepare working papers and reports supported by sufficient and appropriate documentation to support decisions and findings. These will be required for referral to other TRA sections for their action; providing an audit trail in case of further enquiries or objections; and may be required by the Auditor General, other government departments or during legal actions.
8. Makes TRA more efficient and effective through the analysis of the types of enquiries, makes recommendations for improvement to policy, procedures and legislation, forms and publications.
SCOPE: List specific information that illustrates what internal or external areas the job impacts, and the diversity, complexity, and creativity of the job (see Section 2.4).
Responds to telephone, written and in-person enquiries from the public and TRA clients for TRA programs, initiating the appropriate action. Programs administered by TRA include:
· Alberta Corporate Tax Act – Corporate Income Tax (CIT) Program, Alberta Royalty Tax Credit (ARTC) Program, Royalty Credit for Individual and Trusts (RCIT), Insurance Corporations Tax (ICT).
· Alberta Fuel Tax Act – Fuel Tax programs for Oil Marketing Companies (OMCs), Bulk Dealers, Propane (LPG) Dealers; International Fuel Tax Agreement (IFTA); Alberta Indian Tax Exemption (AITE); Fuel Tax Rebates under the Alberta Farm Fuel Benefit (AFFB), Tax Exemption Fuel Users (TEFU) and Percentage Rebate Off-road Program (PROP) programs.
· Alberta Tobacco Tax Act – tobacco tax returns and refunds; AITE program
· Alberta Tourism Levy Act – levy on hotel/motel rooms and other accommodations.
· Health Cost Recovery program administered for the Alberta Health Department.
· Other programs developed and administered by TRA.
Enquiries cover a variety of issues including information on all TRA programs (e.g. registration procedures, assessments, refunds, adjustments, objections, etc), and specific account information (e.g. basis for TRA’s (re) assessment or payment allocation).
To respond to specific account enquiries, the officer may be required to independently review and explain the basis of the particular TRA decision in relation to the relevant legislation, TRA policy or procedure; initiate corrective action (e.g. reassessment, adjustment to registry); or make appropriate accounting entries to adjust interest or penalty, or to issue reimbursements. Officers must be familiar with TRA’s processing system restrictions, to recognize exception cases that require corrective action. The officers must be multifunctional and maintain a good working knowledge of all programs and processes.
Impacts stakeholders – Such enquiries may come from taxpayers, tax collectors, claimants, their representatives (e.g. lawyers and accountants), general public, other government departments (e.g. Agriculture), private enterprise partners (e.g. IBM) or internal TRA staff, with different interests and varying degrees of knowledge on the issues. Therefore, excellent communication skills are required
While the officer operates within the framework of TRA’s guidelines, policies and procedures, due to the diversity in the nature of enquiries, complete documented procedures for handling each different situation cannot be provided. As a result, a high degree of independence and good judgement are required to determine the type of information to be provided, how to provide the information, whether corrective action (e.g. reassessment, possible interest adjustment, or waiver of penalty, is required); whether other follow up action (e.g. change in procedure or policy) should be recommended. Decisions involving a variety of different situations are also made on a daily basis. These decisions might be required right at the time the telephone enquiries are handled. Impact to TRA might include misinforming the public; public complaints to elected officials regarding delay of action, unfair application of legislation, policy or procedure; waivers of interest or penalty; processing errors; TRA’s image, etc; if enquiries are not handled properly and in a timely manner.
· Tact in dealing with potentially irate callers and in-person visitors is needed.
· Might refer difficult or complex enquiries to the Review Officer or Senior Enquiries Officer for input, decision and/or handling, but reports directly to the Manager, Information Services.
· Plans and organizes day-to-day work and manages workload with minimal supervision. Completed work is checked on a random basis. The officer may also perform peer reviews of recommendations of other Tax Officer I officers. The recommendations must require the approval of the Review Officer or higher (Senior Enquiries Officer or manager, Information Services).
· Assists team/projects in review/work efforts as required.
KNOWLEDGE, SKILLS & ABILITIES: Provide a list of the most important knowledge factors, skills and abilities including knowledge about practical procedures, specialized techniques, etc.; analytical and conceptual skills and abilities; and skills needed for direct interaction with others not only diplomas and degrees. Specific training if it is an occupational certification/registration required for the job.
Knowledge of provincial and federal legislation and policies
Ability to interpret supporting documentation including financial statements and make decision on the appropriate action required to answer the enquiry
Knowledge of all TRA operational areas, their policies and processes
Knowledge of the processing systems and rules (e.g. IMAGIS, client server, imaging and workflow systems).
Knowledge of program risk criteria and the ability to apply per defined procedures
Knowledge of industry conditions and trends
Knowledge of generally accepted and government accounting requirements
Knowledge of tax, interest and penalty calculations
Ability to interpret/apply legislation
Analytical skills
Familiarity with the general responsibilities of other tax or business related agencies, various consumer assistance and registry services
Awareness of audit principles
Problem solving skills
Customer focus
Oral and written communication skills
Computer skills e.g. Word, Excel, PowerPoint
CONTACTS: The main contacts of this position and the purpose of those contacts.
SUPERVISION EXERCISED: List position numbers, class titles, and working titles of positions directly supervised.
CHANGES SINCE LAST CLASSIFICATION REVIEW: This section is not required to be completed if the job description is being written for the conversion to PREP. It should be completed for any subsequent classification requests under PREP.
ORGANIZATION CHART: An organization chart that includes supervisor, peers and staff MUST be attached.
This information is being collected under the authority of Section 10 of the Public Service Act and will be used to allocate positions within a classification plan and to manage the Alberta government human resources program. If you have any questions about the collection of this information, contact the Compensation Manager, 6th Floor, Peace Hills Trust Tower, 10011 ‑ 109 Street, Edmonton, Alberta, T5J 3S8, phone 408-8400 or contact your Ministry Human Resource Office.
Signatures
The signatures below indicate that the incumbent, manager and division director/ADM have read, discussed and agreed that the information accurately reflects the work assigned.
Working Title
Name
Enquiries Officer
Position Number
Reports to Position No., Class & Level
Division, Branch/Unit
Ministry
00013076
Tax and Revenue Administration
Finance
Present Classification
Requested Classification
Finance 1
Dept ID
Program Code
Project Code (if applicable)
1750018
20100
PURPOSE: Give a brief summary of the job, covering the main responsibilities, the framework within which the job has to operate and the main contribution to the organization (see Section 2.3).
Incumbent is responsible for:
Answering enquiries and providing appropriate and accurate information to the public and TRA clients on all TRA tax and rebate programs, educating them regarding their rights and obligations,
Promoting awareness of fair and equitable application of all program legislation, TRA’s policies and procedures,
Resolving specific account enquiries, including initiating the appropriate action and / or processing financial accounting transactions for all TRA tax and rebate programs.
This results in TRA clients and the public having a better understanding of TRA and its programs as well as ensuring fair and equitable treatment of all clients in accordance with the applicable legislation, TRA policies and procedures.
RESPONSIBILITIES AND ACTIVITIES: The purpose of the job can be broken down in different responsibilities and end results. Each end result shows what the job is accountable for, within what framework and what the added value is. Normally a job has 4-8 core end results. For each end result, approximately 3 major activities should be described (see Sections 2.1 and 2.2).
While providing information or responding to clients enquiries, the officer will review the basis of the TRA action, analyze the data (financial and otherwise) used to assess the accuracy of the action, evaluate additional information provided in the enquiry, determine whether corrective action is required, and initiate the appropriate action. Risk relates to exposure or potential for loss of revenue either by providing the wrong information to the public, processing inappropriate accounting adjustments or reimbursements, or exposure by incorrectly handling requests for address changes or replacement AITE cards. Therefore, the officer does the following:
1. Accurate entitlement (compliance & legislation):
· ensures correct amount is refunded or reimbursed to qualifying clients through the officer’s analysis,
· Ensures accuracy of the different tax rolls, initiating adjustments to TRA’s registry as necessary,
2. Accurate assessment:
· Ensures correct assessment of corporate and commodity tax returns,
· Ensures accuracy of the tax rolls of the different programs administered,
· Administers programs on behalf of stakeholder community (e.g. assess the accuracy of the interest and penalty imposed under the Health Cost Recovery program administered for Alberta Health Department).
3. Accurate data base:
· Process non-routine accounting adjustments (transfers of funds between accounts and/or tax year ends, penalty reversals, interest adjustments, reimbursements), account reconciliation’s at the client level,
· Initiates required revisions to TRA’s registry and processing data, including cancelling and reissuing AITE cards,
· Performs investigative analysis of specified accounts
4. Analyze and determine program condition/performance
· Identifies specific areas of client (dis) satisfaction (e.g. efficiencies or delays from a specific process, for a specific program, as a result of clients’ enquiries); collects information and statistics on TRA programs (e.g. the number of enquiries on a specific issue in a program, to determine whether special notices or revised information circulars addressing those issues are required); or gather information from discussion with clients on industry trends (e.g. for the trucking: the different types of fuel used, the different arrangements (owner vehicle, independent contractors, etc), or the trend in sulphur content required in vehicles, etc).
· Compiles statistics from the above to determine areas for improvement.
5. More informed stakeholder community
· Responds to written, telephone and in-person enquiries of varying complexity from all TRA clients for all TRA programs. Such enquiries may include different program eligibility and requirements, explanation of basis of assessment/rebate amounts, reasons for refusal, interest and penalty charged, reconciliation of accounts, etc. In responding to the enquiries, the officer will be required to determine the client’s needs and initiate contact (by phone or letter) to identify discrepancies, clarify inconsistencies, research the appropriate legislation and program guidelines, identify the information and forms required to be submitted, analyse account activity, previously filed returns/claims and supporting documentation, review the basis for assessment/refunds, carry out calculations to verify information; process appropriate accounting transactions, revise registry/processing data or initiate reassessing action, place stop payments on cheques issued by TRA, determine the requirement for completion of a statutory declaration or arrange for the issuance of replacement cheques. In some cases, the officer may be required to manually rework the complete tax return/claim form or reconstruct the account in question.
· Educates and explains to the public all the different TRA programs, relating policies and procedures, specific rights (e.g. objection process) and obligations (e.g. licensing requirements). The above can be done through written or telephone replies, or discussion/provision of the relevant program information circulars or interpretation bulletins including providing interpretation and application of legislation under the specific circumstances as described, to the public. The above may also involve discussing specific requirements by the program to ensure compliance.
· Communicates findings and decisions, orally or in writing, to clients in a clear and timely manner, including preparing statements of account for reconciliation and providing interest details calculation to clients.
· May also be required to draft or edit forms and external publications being released to the public, and arrange for printing and distribution.
In response to client enquiries, the officer also
6. Collects revenues:
· Ensures the filing of tax returns and payment of instalments and outstanding balances for corporate and commodity taxes, considers and processes reimbursement requests from clients,
· Assists in investigation, location, review and analysis of taxpayer/collector records.
7. Ensures TRA accountability to government/stakeholders (appropriate rationale documentation)
· Prepare working papers and reports supported by sufficient and appropriate documentation to support decisions and findings. These will be required for referral to other TRA sections for their action; providing an audit trail in case of further enquiries or objections; and may be required by the Auditor General, other government departments or during legal actions.
8. Makes TRA more efficient and effective through the analysis of the types of enquiries, makes recommendations for improvement to policy, procedures and legislation, forms and publications.
SCOPE: List specific information that illustrates what internal or external areas the job impacts, and the diversity, complexity, and creativity of the job (see Section 2.4).
Responds to telephone, written and in-person enquiries from the public and TRA clients for TRA programs, initiating the appropriate action. Programs administered by TRA include:
· Alberta Corporate Tax Act – Corporate Income Tax (CIT) Program, Alberta Royalty Tax Credit (ARTC) Program, Royalty Credit for Individual and Trusts (RCIT), Insurance Corporations Tax (ICT).
· Alberta Fuel Tax Act – Fuel Tax programs for Oil Marketing Companies (OMCs), Bulk Dealers, Propane (LPG) Dealers; International Fuel Tax Agreement (IFTA); Alberta Indian Tax Exemption (AITE); Fuel Tax Rebates under the Alberta Farm Fuel Benefit (AFFB), Tax Exemption Fuel Users (TEFU) and Percentage Rebate Off-road Program (PROP) programs.
· Alberta Tobacco Tax Act – tobacco tax returns and refunds; AITE program
· Alberta Tourism Levy Act – levy on hotel/motel rooms and other accommodations.
· Health Cost Recovery program administered for the Alberta Health Department.
· Other programs developed and administered by TRA.
Enquiries cover a variety of issues including information on all TRA programs (e.g. registration procedures, assessments, refunds, adjustments, objections, etc), and specific account information (e.g. basis for TRA’s (re) assessment or payment allocation).
To respond to specific account enquiries, the officer may be required to independently review and explain the basis of the particular TRA decision in relation to the relevant legislation, TRA policy or procedure; initiate corrective action (e.g. reassessment, adjustment to registry); or make appropriate accounting entries to adjust interest or penalty, or to issue reimbursements. Officers must be familiar with TRA’s processing system restrictions, to recognize exception cases that require corrective action. The officers must be multifunctional and maintain a good working knowledge of all programs and processes.
Impacts stakeholders – Such enquiries may come from taxpayers, tax collectors, claimants, their representatives (e.g. lawyers and accountants), general public, other government departments (e.g. Agriculture), private enterprise partners (e.g. IBM) or internal TRA staff, with different interests and varying degrees of knowledge on the issues. Therefore, excellent communication skills are required
While the officer operates within the framework of TRA’s guidelines, policies and procedures, due to the diversity in the nature of enquiries, complete documented procedures for handling each different situation cannot be provided. As a result, a high degree of independence and good judgement are required to determine the type of information to be provided, how to provide the information, whether corrective action (e.g. reassessment, possible interest adjustment, or waiver of penalty, is required); whether other follow up action (e.g. change in procedure or policy) should be recommended. Decisions involving a variety of different situations are also made on a daily basis. These decisions might be required right at the time the telephone enquiries are handled. Impact to TRA might include misinforming the public; public complaints to elected officials regarding delay of action, unfair application of legislation, policy or procedure; waivers of interest or penalty; processing errors; TRA’s image, etc; if enquiries are not handled properly and in a timely manner.
· Tact in dealing with potentially irate callers and in-person visitors is needed.
· Might refer difficult or complex enquiries to the Review Officer or Senior Enquiries Officer for input, decision and/or handling, but reports directly to the Manager, Information Services.
· Plans and organizes day-to-day work and manages workload with minimal supervision. Completed work is checked on a random basis. The officer may also perform peer reviews of recommendations of other Tax Officer I officers. The recommendations must require the approval of the Review Officer or higher (Senior Enquiries Officer or manager, Information Services).
· Assists team/projects in review/work efforts as required.
KNOWLEDGE, SKILLS & ABILITIES: Provide a list of the most important knowledge factors, skills and abilities including knowledge about practical procedures, specialized techniques, etc.; analytical and conceptual skills and abilities; and skills needed for direct interaction with others not only diplomas and degrees. Specific training if it is an occupational certification/registration required for the job.
Knowledge of provincial and federal legislation and policies
Ability to interpret supporting documentation including financial statements and make decision on the appropriate action required to answer the enquiry
Knowledge of all TRA operational areas, their policies and processes
Knowledge of the processing systems and rules (e.g. IMAGIS, client server, imaging and workflow systems).
Knowledge of program risk criteria and the ability to apply per defined procedures
Knowledge of industry conditions and trends
Knowledge of generally accepted and government accounting requirements
Knowledge of tax, interest and penalty calculations
Ability to interpret/apply legislation
Analytical skills
Familiarity with the general responsibilities of other tax or business related agencies, various consumer assistance and registry services
Awareness of audit principles
Problem solving skills
Customer focus
Oral and written communication skills
Computer skills e.g. Word, Excel, PowerPoint
CONTACTS: The main contacts of this position and the purpose of those contacts.
SUPERVISION EXERCISED: List position numbers, class titles, and working titles of positions directly supervised.
CHANGES SINCE LAST CLASSIFICATION REVIEW: This section is not required to be completed if the job description is being written for the conversion to PREP. It should be completed for any subsequent classification requests under PREP.
ORGANIZATION CHART: An organization chart that includes supervisor, peers and staff MUST be attached.
This information is being collected under the authority of Section 10 of the Public Service Act and will be used to allocate positions within a classification plan and to manage the Alberta government human resources program. If you have any questions about the collection of this information, contact the Compensation Manager, 6th Floor, Peace Hills Trust Tower, 10011 ‑ 109 Street, Edmonton, Alberta, T5J 3S8, phone 408-8400 or contact your Ministry Human Resource Office.
Signatures
The signatures below indicate that the incumbent, manager and division director/ADM have read, discussed and agreed that the information accurately reflects the work assigned.
Friday, February 22, 2008
Bachelor of Applied Business Administration
OK, I have taken a look at your transcripts. Your diploma would give you admission into the degree if your GPA is 2.3 or higher.
You could potentially receive credit for:
ACCT 358 Advanced Management Accounting
ACCT 351 Advanced Financial Accounting
ACCt 398 Strategic Management
and possibly ACCT 350 audit
as well as an elective so you could potentially have one term of your courses completed. Hope that helps. If you have anymore questions feel free to contact me.
NEW! Choose from Full time day or Part time evening studies for your Applied Degree in Accounting
Cori FogedProgram AdvisorBachelor of Applied Business Administration - AccountingRoom 256 - South Campus
7319 - 29 AvenueGrant MacEwan College, Edmonton, AB.Phone: (780) 497-5226Fax: ((780) 497-5269
....................................................................................................................
You could potentially receive credit for:
ACCT 358 Advanced Management Accounting
ACCT 351 Advanced Financial Accounting
ACCt 398 Strategic Management
and possibly ACCT 350 audit
as well as an elective so you could potentially have one term of your courses completed. Hope that helps. If you have anymore questions feel free to contact me.
NEW! Choose from Full time day or Part time evening studies for your Applied Degree in Accounting
Cori FogedProgram AdvisorBachelor of Applied Business Administration - AccountingRoom 256 - South Campus
7319 - 29 AvenueGrant MacEwan College, Edmonton, AB.Phone: (780) 497-5226Fax: ((780) 497-5269
....................................................................................................................
109 Typical Job Interview Questions
The 109 Typical Job Interview Questions
These 109 questions include both traditional and behavioral interview questions. For more information about types of interview questions, go to our Interviewing Resources section of Quintessential Careers.
How would you describe yourself?
What specific goals, including those related to your occupation, have you established for your life?
How has your college experience prepared you for a business career?
Please describe the ideal job for you following graduation.
What influenced you to choose this career?
At what point did you choose this career?
What specific goals have you established for your career?
What will it take to attain your goals, and what steps have you taken toward attaining them?
What do you think it takes to be successful in this career?
How do you determine or evaluate success? Give me an example of one of your successful accomplishments.
Do you have the qualifications and personal characteristics necessary for success in your chosen career?
What has been your most rewarding accomplishment?
If you could do so, how would you plan your college career differently?
Are you more energized by working with data or by collaborating with other individuals?
How would you describe yourself in terms of your ability to work as a member of a team?
What motivates you to put forth your greatest effort?
Given the investment our company will make in hiring and training you, can you give us a reason to hire you?
Would you describe yourself as goal-driven?
Describe what you've accomplished toward reaching a recent goal for yourself.
What short-term goals and objectives have you established for yourself?
Can you describe your long-range goals and objectives?
What do you expect to be doing in five years?
What do you see yourself doing in ten years?
How would you evaluate your ability to deal with conflict?
Have you ever had difficulty with a supervisor or instructor? How did you resolve the conflict?
Tell me about a major problem you recently handled. Were you successful in resolving it?
Would you say that you can easily deal with high-pressure situations?
What quality or attribute do you feel will most contribute to your career success?
What personal weakness has caused you the greatest difficulty in school or on the job?
What were your reasons for selecting your college or university?
If you could change or improve anything about your college, what would it be?
How will the academic program and coursework you've taken benefit your career?
Which college classes or subjects did you like best? Why?
Are you the type of student for whom conducting independent research has been a positive experience?
Describe the type of professor that has created the most beneficial learning experience for you.
Do you think that your grades are a indication of your academic achievement?
What plans do you have for continued study? An advanced degree?
Before you can make a productive contribution to the company, what degree of training do you feel you will require?
Describe the characteristics of a successful manager.
Why did you decide to seek a position in this field?
Tell me what you know about our company.
Why did you decide to seek a position in this company?
Do you have a geographic preference?
Why do you think you might like to live in the community in which our company is located?
Would it be a problem for you to relocate?
To what extent would you be willing to travel for the job?
Which is more important to you, the job itself or your salary?
What level of compensation would it take to make you happy?
Tell me about the salary range you're seeking.
Describe a situation in which you were able to use persuasion to successfully convince someone to see things your way?
Describe an instance when you had to think on your feet to extricate yourself from a difficult situation.
Give me a specific example of a time when you used good judgment and logic in solving a problem.
By providing examples, convince me that you can adapt to a wide variety of people, situations and environments.
Describe a time when you were faced with problems or stresses that tested your coping skills.
Give an example of a time in which you had to be relatively quick in coming to a decision.
Describe a time when you had to use your written communication skills to get an important point across
Give me a specific occasion in which you conformed to a policy with which you did not agree.
Give me an example of an important goal which you had set in the past and tell me about your success in reaching it.
Describe the most significant or creative presentation that you have had to complete.
Tell me about a time when you had to go above and beyond the call of duty in order to get a job done.
Give me an example of a time when you were able to successfully communicate with another person even when that individual may not have personally liked you (or vice versa).
Sometimes it's easy to get in "over your head." Describe a situation where you had to request help or assistance on a project or assignment.
Give an example of how you applied knowledge from previous coursework to a project in another class.
Describe a situation where others you were working with on a project disagreed with your ideas. What did you do?
Describe a situation in which you found that your results were not up to your professor's or supervisor's expectations. What happened? What action did you take?
Tell of a time when you worked with a colleague who was not completing his or her share of the work. Who, if anyone, did you tell or talk to about it? Did the manager take any steps to correct your colleague? Did you agree or disagree with the manager's actions?
Describe a situation in which you had to arrive at a compromise or guide others to a compromise.
What steps do you follow to study a problem before making a decision.
We can sometimes identify a small problem and fix it before it becomes a major problem. Give an example(s) of how you have done this.
In a supervisory or group leader role, have you ever had to discipline or counsel an employee or group member? What was the nature of the discipline? What steps did you take? How did that make you feel? How did you prepare yourself?
Recall a time from your work experience when your manager or supervisor was unavailable and a problem arose. What was the nature of the problem? How did you handle that situation? How did that make you feel?
Recall a time when you were assigned what you considered to be a complex project. Specifically, what steps did you take to prepare for and finish the project? Were you happy with the outcome? What one step would you have done differently if given the chance?
What was the most complex assignment you have had? What was your role?
How was your transition from high school to college? Did you face any particular problems?
Tell of some situations in which you have had to adjust quickly to changes over which you had no control. What was the impact of the change on you?
Compare and contrast the times when you did work which was above the standard with times your work was below the standard.
Describe some times when you were not very satisfied or pleased with your performance. What did you do about it?
What are your standards of success in school? What have you done to meet these standards?
How have you differed from your professors in evaluating your performance? How did you handle the situation?
Give examples of your experiences at school or in a job that were satisfying. Give examples of your experiences that were dissatisfying.
What kind of supervisor do you work best for? Provide examples.
Describe some projects or ideas (not necessarily your own) that were implemented, or carried out successfully primarily because of your efforts.
Describe a situation that required a number of things to be done at the same time. How did you handle it? What was the result?
Have you found any ways to make school or a job easier or more rewarding or to make yourself more effective?
How do you determine priorities in scheduling your time? Give examples.
Tell of a time when your active listening skills really paid off for you - maybe a time when other people missed the key idea being expressed.
What has been your experience in giving presentations? What has been your most successful experience in speech making?
Tell of the most difficult customer service experience that you have ever had to handle -- perhaps an angry or irate customer. Be specific and tell what you did and what was the outcome.
Give an example of when you had to work with someone who was difficult to get along with. Why was this person difficult? How did you handle that person?
Describe a situation where you found yourself dealing with someone who didn't like you. How did you handle it?
Give me a specific example of something you did that helped build enthusiasm in others.
Tell me about a difficult situation when it was desirable for you to keep a positive attitude. What did you do?
Give me an example of a time you had to make an important decision. How did you make the decision? How does it affect you today?
Give me an example of a time you had to persuade other people to take action. Were you successful?
Tell me about a time when you had to deal with a difficult person. How did you handle the situation?
Tell me about a time you had to handle multiple responsibilities. How did you organize the work you needed to do?
Tell me about a time when you had to make a decision, but didn't have all the information you needed.
What suggestions do you have for our organization?
What is the most significant contribution you made to the company during a past job or internship?
What is the biggest mistake you've made?
Describe a situation in which you had to use reference materials to write a research paper. What was the topic? What journals did you read?
Give me a specific example of a time when a co-worker or classmate criticized your work in front of others. How did you respond? How has that event shaped the way you communicate with others?
Give me a specific example of a time when you sold your supervisor or professor on an idea or concept. How did you proceed? What was the result?
Describe the system you use for keeping track of multiple projects. How do you track your progress so that you can meet deadlines? How do you stay focused?
Tell me about a time when you came up with an innovative solution to a challenge your company/class/organization was facing. What was the challenge? What role did others play?
Describe a specific problem you solved for your employer or professor. How did you approach the problem? What role did others play? What was the outcome?
Describe a time when you got co-workers or classmates who dislike each other to work together. How did you accomplish this? What was the outcome?
Tell me about a time when you failed to meet a deadline. What things did you fail to do? What were the repercussions? What did you learn?
Describe a time when you put your needs aside to help a co-worker or classmate understand a task. How did you assist him or her? What was the result?
QUINTESSENTIAL JOB INTERVIEWING BOOK: The Quintessential Guide to Job Interview Preparation, by Katharine Hansen, Ph.D., and Randall Hansen, Ph.D. (Quintessential Careers Press). A free book that covers all the essential information job-seekers need to know about job interviewing. This comprehensive guide to succeeding in job interviews shows you exactly what to expect -- and what's expected of you every step of the way. You'll learn the secrets of interview preparation that will enable you to wow your interviewer... and much more. A must read for all job-seekers
These 109 questions include both traditional and behavioral interview questions. For more information about types of interview questions, go to our Interviewing Resources section of Quintessential Careers.
How would you describe yourself?
What specific goals, including those related to your occupation, have you established for your life?
How has your college experience prepared you for a business career?
Please describe the ideal job for you following graduation.
What influenced you to choose this career?
At what point did you choose this career?
What specific goals have you established for your career?
What will it take to attain your goals, and what steps have you taken toward attaining them?
What do you think it takes to be successful in this career?
How do you determine or evaluate success? Give me an example of one of your successful accomplishments.
Do you have the qualifications and personal characteristics necessary for success in your chosen career?
What has been your most rewarding accomplishment?
If you could do so, how would you plan your college career differently?
Are you more energized by working with data or by collaborating with other individuals?
How would you describe yourself in terms of your ability to work as a member of a team?
What motivates you to put forth your greatest effort?
Given the investment our company will make in hiring and training you, can you give us a reason to hire you?
Would you describe yourself as goal-driven?
Describe what you've accomplished toward reaching a recent goal for yourself.
What short-term goals and objectives have you established for yourself?
Can you describe your long-range goals and objectives?
What do you expect to be doing in five years?
What do you see yourself doing in ten years?
How would you evaluate your ability to deal with conflict?
Have you ever had difficulty with a supervisor or instructor? How did you resolve the conflict?
Tell me about a major problem you recently handled. Were you successful in resolving it?
Would you say that you can easily deal with high-pressure situations?
What quality or attribute do you feel will most contribute to your career success?
What personal weakness has caused you the greatest difficulty in school or on the job?
What were your reasons for selecting your college or university?
If you could change or improve anything about your college, what would it be?
How will the academic program and coursework you've taken benefit your career?
Which college classes or subjects did you like best? Why?
Are you the type of student for whom conducting independent research has been a positive experience?
Describe the type of professor that has created the most beneficial learning experience for you.
Do you think that your grades are a indication of your academic achievement?
What plans do you have for continued study? An advanced degree?
Before you can make a productive contribution to the company, what degree of training do you feel you will require?
Describe the characteristics of a successful manager.
Why did you decide to seek a position in this field?
Tell me what you know about our company.
Why did you decide to seek a position in this company?
Do you have a geographic preference?
Why do you think you might like to live in the community in which our company is located?
Would it be a problem for you to relocate?
To what extent would you be willing to travel for the job?
Which is more important to you, the job itself or your salary?
What level of compensation would it take to make you happy?
Tell me about the salary range you're seeking.
Describe a situation in which you were able to use persuasion to successfully convince someone to see things your way?
Describe an instance when you had to think on your feet to extricate yourself from a difficult situation.
Give me a specific example of a time when you used good judgment and logic in solving a problem.
By providing examples, convince me that you can adapt to a wide variety of people, situations and environments.
Describe a time when you were faced with problems or stresses that tested your coping skills.
Give an example of a time in which you had to be relatively quick in coming to a decision.
Describe a time when you had to use your written communication skills to get an important point across
Give me a specific occasion in which you conformed to a policy with which you did not agree.
Give me an example of an important goal which you had set in the past and tell me about your success in reaching it.
Describe the most significant or creative presentation that you have had to complete.
Tell me about a time when you had to go above and beyond the call of duty in order to get a job done.
Give me an example of a time when you were able to successfully communicate with another person even when that individual may not have personally liked you (or vice versa).
Sometimes it's easy to get in "over your head." Describe a situation where you had to request help or assistance on a project or assignment.
Give an example of how you applied knowledge from previous coursework to a project in another class.
Describe a situation where others you were working with on a project disagreed with your ideas. What did you do?
Describe a situation in which you found that your results were not up to your professor's or supervisor's expectations. What happened? What action did you take?
Tell of a time when you worked with a colleague who was not completing his or her share of the work. Who, if anyone, did you tell or talk to about it? Did the manager take any steps to correct your colleague? Did you agree or disagree with the manager's actions?
Describe a situation in which you had to arrive at a compromise or guide others to a compromise.
What steps do you follow to study a problem before making a decision.
We can sometimes identify a small problem and fix it before it becomes a major problem. Give an example(s) of how you have done this.
In a supervisory or group leader role, have you ever had to discipline or counsel an employee or group member? What was the nature of the discipline? What steps did you take? How did that make you feel? How did you prepare yourself?
Recall a time from your work experience when your manager or supervisor was unavailable and a problem arose. What was the nature of the problem? How did you handle that situation? How did that make you feel?
Recall a time when you were assigned what you considered to be a complex project. Specifically, what steps did you take to prepare for and finish the project? Were you happy with the outcome? What one step would you have done differently if given the chance?
What was the most complex assignment you have had? What was your role?
How was your transition from high school to college? Did you face any particular problems?
Tell of some situations in which you have had to adjust quickly to changes over which you had no control. What was the impact of the change on you?
Compare and contrast the times when you did work which was above the standard with times your work was below the standard.
Describe some times when you were not very satisfied or pleased with your performance. What did you do about it?
What are your standards of success in school? What have you done to meet these standards?
How have you differed from your professors in evaluating your performance? How did you handle the situation?
Give examples of your experiences at school or in a job that were satisfying. Give examples of your experiences that were dissatisfying.
What kind of supervisor do you work best for? Provide examples.
Describe some projects or ideas (not necessarily your own) that were implemented, or carried out successfully primarily because of your efforts.
Describe a situation that required a number of things to be done at the same time. How did you handle it? What was the result?
Have you found any ways to make school or a job easier or more rewarding or to make yourself more effective?
How do you determine priorities in scheduling your time? Give examples.
Tell of a time when your active listening skills really paid off for you - maybe a time when other people missed the key idea being expressed.
What has been your experience in giving presentations? What has been your most successful experience in speech making?
Tell of the most difficult customer service experience that you have ever had to handle -- perhaps an angry or irate customer. Be specific and tell what you did and what was the outcome.
Give an example of when you had to work with someone who was difficult to get along with. Why was this person difficult? How did you handle that person?
Describe a situation where you found yourself dealing with someone who didn't like you. How did you handle it?
Give me a specific example of something you did that helped build enthusiasm in others.
Tell me about a difficult situation when it was desirable for you to keep a positive attitude. What did you do?
Give me an example of a time you had to make an important decision. How did you make the decision? How does it affect you today?
Give me an example of a time you had to persuade other people to take action. Were you successful?
Tell me about a time when you had to deal with a difficult person. How did you handle the situation?
Tell me about a time you had to handle multiple responsibilities. How did you organize the work you needed to do?
Tell me about a time when you had to make a decision, but didn't have all the information you needed.
What suggestions do you have for our organization?
What is the most significant contribution you made to the company during a past job or internship?
What is the biggest mistake you've made?
Describe a situation in which you had to use reference materials to write a research paper. What was the topic? What journals did you read?
Give me a specific example of a time when a co-worker or classmate criticized your work in front of others. How did you respond? How has that event shaped the way you communicate with others?
Give me a specific example of a time when you sold your supervisor or professor on an idea or concept. How did you proceed? What was the result?
Describe the system you use for keeping track of multiple projects. How do you track your progress so that you can meet deadlines? How do you stay focused?
Tell me about a time when you came up with an innovative solution to a challenge your company/class/organization was facing. What was the challenge? What role did others play?
Describe a specific problem you solved for your employer or professor. How did you approach the problem? What role did others play? What was the outcome?
Describe a time when you got co-workers or classmates who dislike each other to work together. How did you accomplish this? What was the outcome?
Tell me about a time when you failed to meet a deadline. What things did you fail to do? What were the repercussions? What did you learn?
Describe a time when you put your needs aside to help a co-worker or classmate understand a task. How did you assist him or her? What was the result?
QUINTESSENTIAL JOB INTERVIEWING BOOK: The Quintessential Guide to Job Interview Preparation, by Katharine Hansen, Ph.D., and Randall Hansen, Ph.D. (Quintessential Careers Press). A free book that covers all the essential information job-seekers need to know about job interviewing. This comprehensive guide to succeeding in job interviews shows you exactly what to expect -- and what's expected of you every step of the way. You'll learn the secrets of interview preparation that will enable you to wow your interviewer... and much more. A must read for all job-seekers
Friday, February 15, 2008
Business Analyst #908682
Business Analyst
Job Requisition Number: 908682
1 Permanent Position
Managerial-CEMA
Transportation - Business Analysis
Work Location: Scotia Place, 5th Floor
Limited Competition
The posting is limited to internal applicants and permanent employees on layoff. Please include your payroll number.
FUNCTIONS: The Edmonton Transit Branch, Transportation Department, requires a Business Analyst. Key functions will include:
· Managing the preparation and monitoring of the Transit Operating Budget and making recommendations to the Manager;
· Ensuring that Operating Budgets synchronize with reported information in Capital Budget and Business Plan documents;
· Act as an expert resource and a Transit representative on the Bargaining Committee of ATU Local 569;
· Provide advice to Branch Manager and Directors on financial matters relating to various operational issues as they occur;
· Review existing processes, procedures and policies; recommend and implement changes to deliver effective and efficient service;
· Managing special projects, assignments and studies that are complex, confidential and sensitive in nature;
· Contribute to the development of various branch and section plans;
· Managing and coordinating the employee participation in the annual Transit Seminar and Employee Recognition Event;
· Developing strategies at the branch level for management;
· Specifying system requirements for various Transit computer systems;
· Maintain a strong working relationship between Shared Services and Transit; investigate and resolve various issues relating to budget, human resource, MES, IT and finance.
JOB REQUIREMENTS:
· Bachelor level degree in Commerce, Business Administration or related discipline.
· Minimum of 5 years progressively responsible management experience in finance, business planning and project management.
· Experience in a public service oriented environment is an asset.
· Knowledge of budgetary procedures in a political environment.
· Proficiency with MS Office including Word, Excel, and Access.
· Experience in SAP and information systems.
· Knowledge of City policies, procedures, practices and union agreements.
· Excellent analytical abilities and strong organizational skills.
· Strong verbal and written communication skills to effectively interact with internal and external customers, suppliers, stakeholders and the public.
· Capable of working in a team environment.
· An equivalent combination of training, experience and personal suitability may be considered.
HOURS OF WORK: Monday – Friday. Hours of work may be subject to the terms and conditions of a variable hours of work program.
SALARY RANGE: 91M, Salary Grade: 110, $51,989.52 - $74,271.57 (Annually).
Opening Date: February 11, 2008
Closing Date: February 18, 2008
Job Requisition Number: 908682
1 Permanent Position
Managerial-CEMA
Transportation - Business Analysis
Work Location: Scotia Place, 5th Floor
Limited Competition
The posting is limited to internal applicants and permanent employees on layoff. Please include your payroll number.
FUNCTIONS: The Edmonton Transit Branch, Transportation Department, requires a Business Analyst. Key functions will include:
· Managing the preparation and monitoring of the Transit Operating Budget and making recommendations to the Manager;
· Ensuring that Operating Budgets synchronize with reported information in Capital Budget and Business Plan documents;
· Act as an expert resource and a Transit representative on the Bargaining Committee of ATU Local 569;
· Provide advice to Branch Manager and Directors on financial matters relating to various operational issues as they occur;
· Review existing processes, procedures and policies; recommend and implement changes to deliver effective and efficient service;
· Managing special projects, assignments and studies that are complex, confidential and sensitive in nature;
· Contribute to the development of various branch and section plans;
· Managing and coordinating the employee participation in the annual Transit Seminar and Employee Recognition Event;
· Developing strategies at the branch level for management;
· Specifying system requirements for various Transit computer systems;
· Maintain a strong working relationship between Shared Services and Transit; investigate and resolve various issues relating to budget, human resource, MES, IT and finance.
JOB REQUIREMENTS:
· Bachelor level degree in Commerce, Business Administration or related discipline.
· Minimum of 5 years progressively responsible management experience in finance, business planning and project management.
· Experience in a public service oriented environment is an asset.
· Knowledge of budgetary procedures in a political environment.
· Proficiency with MS Office including Word, Excel, and Access.
· Experience in SAP and information systems.
· Knowledge of City policies, procedures, practices and union agreements.
· Excellent analytical abilities and strong organizational skills.
· Strong verbal and written communication skills to effectively interact with internal and external customers, suppliers, stakeholders and the public.
· Capable of working in a team environment.
· An equivalent combination of training, experience and personal suitability may be considered.
HOURS OF WORK: Monday – Friday. Hours of work may be subject to the terms and conditions of a variable hours of work program.
SALARY RANGE: 91M, Salary Grade: 110, $51,989.52 - $74,271.57 (Annually).
Opening Date: February 11, 2008
Closing Date: February 18, 2008
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