A mission that motivates

“To administer tax, benefits, and related programs, and ensure compliance on behalf of governments across Canada, thereby contributing to the ongoing economic and social well-being of Canadians.”

Zouhair, a liaison officer (LO) with the Canada Revenue Agency (CRA) has always been motivated by the Agency’s mission.

“I’ve always been fascinated by the work of the tax system, and the mission of the CRA has always fueled me,” he says. “ I understand that the mission is to collect taxes to distribute the wealth of Canada in the right way. And you can see the results… good hospitals, good institutions. You can see the system working well – it’s a good thing to pay your taxes!”

Zouhair, who was born in Morocco, moved to Florida in 2003 and earned a Bachelor’s degree. He then moved to Canada, and pursued an accounting degree at McGill, specifically with the goal of getting a job at the CRA.

“I always wanted to work here,” he says with a grin. “And it worked out for me! My graduation day at McGill coincided with my first day of work at the Agency – it all happened in the same month.”

Zouhair joined the Agency as a call centre agent in 2015 and was soon promoted to an income tax auditor. He moved to the liaison officer service in 2017 and became one of the first officers to work with corporations when they were introduced to the program in 2019. The liaison officer service supports new small businesses and self-employed individuals by helping them to accurately file their returns for income tax, as well as GST/HST. It also helps business owners avoid and correct the most common errors. Through this program, officers provide tools, information, and support to help businesses manage their tax matters correctly from the start.

“This is one of the best jobs at the CRA because we’re simply helping taxpayers,” he says. “Often, people are hesitant to call. Some are more reluctant than others, but at the end of the day, I do my best to make them feel comfortable and make them understand that I’m here to help them.”

Zouhair now leads a team of liaison officers, sharing his passion for the work with new agents. He sees “empathy” as being a key word in his role and tries to make sure his team understands that.

“What I love is that the liaison officer service changes how people see the government,” he says. “I’ve had people cry, others that were unhappy with what they have to do and many who were extremely happy about the service and the knowledge they gained. I know that every taxpayer has a story. When I give them time and listen to what they have to say they feel appreciated. I let them know that at the end of the day they are important and we’re here to help them.” 

Zouhair, who is currently pursuing a graduate degree in taxation to deepen his knowledge, has always been inspired by the CRA. However, it was his first day working as an liaison officer that he knew he was where he was meant to be.

“The liaison officer service allows me to do what I love to do. I feel lucky to be a part of it,” he says. “I believe that when job and passion are combined greater achievements are reached. I know that I make a difference to taxpayers and that always inspires me.”