PM-01 Client Support Agent
Immigration, Refugees and Citizenship Canada

 

Make a Meaningful Impact - Bring Your Expertise Where It Matters Most

 

As a Bilingual (English and French) Client Support Agent, you play a critical role supporting individuals navigating the Canadian immigration system. This is not an entry‑level customer service position. You are responsible for providing accurate, timely information in a fast‑paced, high‑volume national call centre, where precision, professionalism, and sound judgment are essential. You will also help clients who have applied resolve various application-related issues by accurately updating information and supporting application processing.

This position demands fluency in both English and French. You must be confident, precise, and empathetic in both official languages while navigating complex information, high volumes, and emotionally charged situations. The standards are high—because the impact is real.

In return, this PM-01 role offers well‑above‑market compensation and a strong foundation for long‑term career advancement within the Government of Canada. With unionized wages, predictable salary progression, and access to internal job opportunities across departments, this position is a recognized gateway to higher‑level roles in client service, program operations, policy, and leadership. It provides valuable exposure to federal processes, workplace standards, and service delivery environments—experience that can strengthen future applications for further opportunities across the public sector. As part of a team that supports newcomers, visitors, and future citizens, you will contribute to meaningful, service‑focused work delivered with clarity, fairness, and respect.

If you are bilingual, driven by purpose, and ready to take on a role that truly matters—IRCC’s Client Support Centre is where your skills can make a difference.

 

Selection Process Number: 2026-IMC-EA-55293

Position Location: Montreal Quebec

Group and Level: PM-01

Salary Range: $61,786 to $69,106

Job Type: Casual, Term

Closing Date: November 20, 2026

 

WHO CAN APPLY Persons residing in Canada, and Canadian citizens and permanent residents abroad. Preference will be given to Canadian veterans. (Information on mobility for veterans and CAF members)

 

WHAT YOU WILL DO

• Guide clients through courteous and compassionate service on their immigration journey in both official languages ( English and French).
• Manage a high volume of complex inquiries while staying calm, accurate, and efficient.
• Navigate multiple digital systems, databases, and Artificial Intelligence enabled tools‑.
• Use sound judgment to apply policies and procedures, resolve issues, or escalate when needed.
• Consistently reflect the values and professionalism of Canada’s public service in every interaction.

 

POSITION NEEDS

WORK ENVIRONMENT & SCHEDULE (Read Carefully)

Schedule Requirement

• Full-time availability: 37.5 hours per week, Monday to Friday.
• Set schedule not flexible for adjustments and a standard shift with coverage up to 7:30pm as required.
• Overtime availability: as required

Hybrid Work Requirements

•  4 days in office in Montreal and 1 day from home as Treasury Board Secretariat (TBS) hybrid work requirements

*These requirements are subject to change.
If you are seeking flexible hours, part‑time work, or a low‑volume setting, this position will not be a fit.

 

COMPENSATION

This role offers a competitive public service salary that is 30% higher than typical call centre‑ or customer service position. Term employees may be entitled to:

• Bilingualism Bonus of  $800 per year added to your salary
• A robust pension plan 
• Dental and Medical benefits, disability and life insurance 
• Paid vacation days
• Paid Sick and Family leave

* For more information on entitlements see the collective agreement

SELECTION PROCESS

Candidates must successfully pass all of the following:

 

Please note:   

• Each stage is eliminatory. 
• Once selected for further assessment, the assessment can take up to 3 months to complete.
• The assessment process as described above may change.

 

What is the intended use for this staffing process?

This process will be used to establish and maintain a pool of qualified candidates through a continuous intake process. Applications may be submitted at any time while the process is open. Candidates will be randomly selected for further assessment based on operational staffing needs. Applicants who successfully complete all stages of the assessment process will be placed in the PM‑01 Client Service Agent qualified pool. Appointments may be made from the qualified pool as operational requirements arise at the Client Support Centre.

 

QUALIFICATIONS 

 

ESSENTIAL LANGUAGE & EDUCATION :

LANGUAGE REQUIREMENT

• Bilingual imperative (CBC/CBC)
  • Fluency in BOTH English and French is mandatory.
  • You must be able to read, write, speak, and comprehend both languages at a professional level. (Information on language requirements)
  • Candidates who do not meet the bilingual requirements will be screened out of the process and should not apply.

EDUCATION

• A secondary school diploma or Employer approved alternative.

Note:

1. The employer-approved alternatives to a secondary school diploma are:

• • • A satisfactory score on the Public Service Commission test approved as an alternative to a secondary school diploma; or

       

    •  

      An acceptable combination of education, training and/or experience.

       

       

    •  

      Candidates who already meet both of the following criteria must be accepted as meeting the secondary school diploma requirement:
      a. Candidates who have achieved a satisfactory score on the Public Service Commission test approved as an alternative to a secondary school diploma; and
      b. Candidates who have been appointed or deployed for an indeterminate period to a position in the PM classification.

The opportunity to be assessed by at least one of the two employer-approved alternatives must be offered to candidates who have not previously met the secondary school diploma requirement.

Candidates who were appointed or deployed on an indeterminate basis using an acceptable combination of education, training and/or experience meet the secondary school requirement for the PM classification only and must be reassessed for entry to other classifications on the basis of this alternative.

• • • The educational program must be from an accredited learning institution recognized in Canada or you must obtain a Degree equivalency

ASSET EDUCATION

• • • College diploma from a recognized post-secondary institution.
    • Graduation with a degree from a recognized post-secondary institution.

Note: While a college diploma and/or a degree from a recognized post-secondary institution are not required, they will be considered assets and may be used during the staffing process to distinguish among qualified candidates.

 

Before You Move to the Assessment Stage

The first step in this process is to complete a questionnaire that helps us better understand your experience and your interest in working in at the client support centre.

You will be asked to provide information about:

ASSET EXPERIENCE

• Experience working in customer service or in a call centre environment for a cumulative period of at least 12 months.
• Experience providing client service in both English and French, including in complex or emotionally sensitive interactions.
• Experience providing service to vulnerable, diverse or multicultural client populations, such as newcomers, refugees or individuals experiencing stressful life circumstances.
• Experience working in a high-volume, performance-measured environment, including meeting quality standards, service targets or service-level expectations and adapting to frequent changes in policies, procedures or workflows.
• Experience using office technology, software and business applications (e.g., Microsoft Outlook, MS Teams, Chrome/Edge) to manage communications, collaborate, maintain electronic records, and support daily operational activities in a fast-paced work environment.

Position Compatibility
You will be asked to confirm your ability to work effectively within the operational requirements of a national call centre environment, including:

• Working within established operational requirements, including a hybrid work model, designated operating hours, and rotating schedules that are stable, predictable, and updated quarterly.
• Meeting the language requirements of the position, including the ability to provide service in the required official language(s).
• Operating effectively within a structured environment by following established procedures, performance expectations, and workplace practices associated with a high-volume call centre setting.

 

WHAT YOU WILL BE ASSESSED ON
This process will assess candidates against personal suitability criteria, abilities and established competencies associated with the PM-01 Client Support Agent position.

Values & Ethics   (Essential Competency)
You will be assessed on how you demonstrate conduct aligned with the Values and Ethics Code for the Public Sector, including your ability to:

• Act with integrity, respect, impartiality, stewardship, and excellence
• Handle confidential and sensitive information with professionalism and discretion
• Uphold public trust through ethical decision-making‑ and accountability

Adaptive Performance & Resilience in Fast‑Paced Environments   (Essential Personal Suitability)
You will be assessed on your ability to sustain performance in a demanding environment, including your capacity to:

• Maintain focus and effectiveness under sustained pressure and high call volumes
• Perform repetitive tasks with consistency, accuracy, and attention to detail
• Adapt quickly to changes in procedures, systems, and workflows
• Remain organized, composed, and solution focused in fast ‑paced‑ settings

Working Effectively with Others  (Essential Competency)

You will be assessed on your ability to work effectively with others, including your capacity to:

• Collaborate effectively with colleagues and contribute to a positive team environment 
• Respect diverse perspectives and value the contributions of others 
• Build and maintain trusting, productive working relationships

Written Communication Skills  (Essential Competency)
You will be assessed on your ability to communicate effectively in writing, including your ability to:

• Write clear and accurate messages using plain language and proper grammar.
• Provide relevant information and convey key messages in a clear and organized manner.
• Adapt the tone, style, and content of written communications to the audience and purpose.

Ability to navigate and operate several computer programs at once in order to provide timely and accurate information to clients. (Essential Ability)
You will be assessed on your ability to:

• Navigate and use multiple computer applications simultaneously to deliver timely and accurate information
• Effectively use standard office technology and business systems in accordance with IRCC policies and procedures

Client Service Orientation (Essential Competency)
You will be assessed on your commitment to high-quality‑ client service, including your ability to:

• Demonstrate a genuine interest in helping others
• Identify client needs and respond effectively and professionally
• Deliver clear, respectful, and accurate service, including during difficult or emotionally charged interactions

Ability To Use Digital And Artificial Intelligence Enabled Systems To Respond To Client Requests (Essential Ability)
You will be assessed on your ability to efficiently collect, verify, and record information using effective questioning and confident navigation of digital tools, databases, and AI‑enabled systems, including your ability to:

• Confidently navigates multiple systems, databases, AI-enabled systems, and digital tools to retrieve, interpret and record information efficiently.
• Uses effective questioning to confirm accuracy, completeness, and consistency of client information.
• Uses effective AI prompts to efficiently find accurate information for clients.
• Consistently comply with privacy, security, and data integrity requirements

Judgment & Analytical Thinking    (Essential Competency)
You will be assessed on your ability to apply sound judgment and analytical reasoning, including your capacity to:

• Quickly identify and extract key information from complex client situations
• Analyze issues logically and apply policies, procedures, and guidelines accurately
• Exercise objective, unbiased judgment when determining appropriate responses or solutions
• Select solutions based on thorough analysis and established criteria

Effective Interactive Communication  (Essential Competency)
You will be assessed on your ability to communicate effectively with others, including your ability to:

• Communicate information clearly and in a manner that is easy to understand.
• Respond to questions appropriately by providing accurate, relevant, and complete information.
• Adapt your message to your audience and communicate professionally.

 

OPERATIONAL REQUIREMENTS

• Availability, willingness and ability to work full time, thirty-seven decimal five (37.5) hours and five (5) days a week, Monday to Friday
• Availability, willingness and ability to work overtime as required, including evenings and weekends.
• Availability, and ability to comply with Treasury Board Secretariate requirements for hybrid work. Direction on prescribed presence in the workplace - Canada.ca

CONDITIONS OF EMPLOYMENT

• Be willing and able to work assigned shifts within the operating hours of 6:30 a.m. to 7:30 p.m., Monday to Friday, as required to meet operational needs.
• Obtain and maintain a Reliability Status.
• Be willing and able to meet all requirements of the Client Support Centre Training Program, including achieving the required pass mark on all evaluations
• Be willing and able to work in a fast-paced, high-volume environment in alignment with established performance standards. 
• Be willing and able to wear a headset, handle telephone calls, and work at a computer for extended periods during each shift.
• Be willing and able to report to the designated workplace, as required.

 

ORGANIZATIONAL NEEDS

In order to support the placement of Public Service employees impacted by workforce adjustment, affected or opting employees may be assessed and appointed in precedence to others, following the legislated requirement of considering priorities. Consequently, please identify clearly in your application if your position has been affected by workforce adjustment. This information will be verified by IRCC’s Human Resources.

IRCC is committed to having a diverse and inclusive workforce. As such, preference may be given to under-represented Employment Equity Groups :

• Indigenous People*
• Persons with disabilities, and 
• Racialized persons**
• Women

*referred to as Aboriginal peoples in the Employment Equity Act

**referred to as Members of Visible minorities in Employment Equity Act

OTHER INFORMATION

Candidates will only be able to apply to this process 1 time.

Should you apply more than once your second application will be automatically screened out.

At IRCC we believe that our diversity is our strength! Through our staffing processes we are taking clear action to build a skilled and diverse workforce that reflects the diverse perspectives of Canada’s population that we serve. 
If you identify as Indigenous*, Racialized**, Person with a Disability or a Woman please let us know by filling out the self-declaration section in your application. 
*referred to as Aboriginal peoples in Employment Equity Act 
**referred to as Members of Visible minorities in Employment Equity Act

Information on employment equity

Our commitment to anti-racism

IRCC is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. 

As such, we would like to invite you to share any barriers that you may experience throughout the assessment process. We will be happy to work with you to remove them in a non-judgmental and respectful way. Please note that you do NOT have to disclose any diagnosis, only what may prevent you from being at your best during the assessment. We also accept the GC Workplace Accessibility Passport as a supportive document when such is required. Accommodations aim to provide equitable and accessible assessments for individuals with varying needs. For more information on accommodations in the assessment process please visit the basics of assessment accommodation.

To ensure everyone is set up for fair opportunities and success in the workplace throughout their career, IRCC has an Employee Support Office (ESO). The ESO  assists employees and managers in getting the tools, support and measures needed for an inclusive and barrier-free workplace. The services of the ESO can be accessed even before your first day at IRCC.

To avoid situations of conflict of interest and conflict of duties with the goal of upholding the values and ethics of the public sector and the public interest, applicants providing immigration consulting services (both registered and unregistered, paid and/or unpaid), would be required to recuse themselves from these duties for the duration of their employment, should they be appointed to a position within Immigration, Refugees and Citizenship Canada (IRCC). Moreover, prospective appointees who are Regulated Canadian Immigration Consultants (RCICs) would be required to resign from the College of Immigration and Citizenship Consultants. Of note, a “leave of absence” from the College does not meet IRCC’s requirement in the matter.

Preference will be given to veterans first, followed by Canadian citizens and permanent residents, with the exception of jobs located in Nunavut or Yukon. For positions located in Nunavut, qualified Inuit enrolled under the Nunavut Agreement will be appointed first. For positions located in Yukon, qualified Yukon First Nations will be appointed first, followed by qualified Indigenous persons.

Learn more about preference to veterans.

 

 

WHO WE’RE LOOKING FOR We are looking for motivated individuals who understand being a Client Service Agent is more than a job—it’s public service with purpose. If you’re fluent in English and French and looking for a meaningful, fast-paced work environment where you can make a real impact, IRCC’s Client Support Centre can offer you a challenging and rewarding career opportunity - Apply now to be a PM‑01 Client Service Agent.