PROGRAM TECHNICIAN II

California State Controller's Office; Sacramento (CA); Hybrid; USD 43,000 - 54,000; Full time

Job summary

The California State Controller's Office, Unclaimed Property Division, is seeking a Contact Center Agent in Sacramento County to support the Public Response Unit. The role handles unclaimed property inquiries, explains program requirements, and guides claimants through the process with up-to-date policy knowledge.

This is a permanent, full-time, hybrid position with typical hours 8:00am to 5:00pm, Monday through Friday.

Qualifications

• Respond to incoming telephone inquiries regarding unclaimed property claims, requirements, ownership documentation, claim status, electronic claim submissions, and program procedures.
• Review claimant inquiries and identify issues requiring additional review, escalation, or special handling, coordinating with appropriate units.
• Provide procedural guidance but does not determine claim eligibility or approve or deny claims.
• Participate in claims cross training and refresher training.

Responsibilities

• Respond to inquiries with knowledge of unclaimed property laws, policies and claim procedures; refer appropriate claims to supervisor for further evaluation.
• Assist in monitoring and improving Contact Center operations by identifying recurring claimant concerns and suggesting process improvements.
• Coordinate with units to ensure inquiries are routed correctly and communicate findings to claimants.
• Escalate issues to Analysts within the escalation team as needed.

Job description

Work Location:

Sacramento County

Position Details

Job Code #: JC-531894

Position #(s): 051-550-9928-XXX

Working Title: Contact Center Agent

Classification: PROGRAM TECHNICIAN II

Salary: $3,833.00 - $4,804.00

New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

# of Positions: 1

Work Location: Sacramento County

Telework: Hybrid

Job Type: Permanent, Full Time

Facility: Unclaimed Property Division

Work Shift: 8:00am - 5:00pm

Work Week: Monday - Friday

Department Information

The Office of the State Controller (SCO) is the destination employer within the State of California. As California’s chief fiscal officer, the Controller’s Office ensures accountability and transparency of California’s financial practices while promoting fairness and opportunity for all. Here, you’ll work in a collaborative and supportive environment with diverse opportunities for professional growth and development. A career with the SCO offers meaningful work that directly impacts the state’s future.

The Unclaimed Property Division (UPD) of the California State Controller’s Office plays a vital role in reuniting Californians with their lost or forgotten assets, such as bank accounts, stocks, or uncashed checks. This division safeguards unclaimed property and works diligently to return it to its rightful owners, ensuring fairness and financial equity across the state. By joining this division, you’ll be part of a team that directly impacts people’s lives on a day-to-day basis.

Take the next step in your career with an organization that values innovation, integrity, and the well-being of its employees. Apply today and build a California where everyone thrives!

Visit our website to learn more about the State Controller’s Office.

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Job Description And Duties

The Public Response Unit (PRU) within Public Response and Support Section (PR&S) is responsible for assisting the public by responding to incoming telephone inquiries regarding unclaimed property claims, processes, procedures, and program requirements.

Under general supervision of the PRU Supervisor I with the Support Services Bureau, the Program Technician II (PTII) position is at the journey level and performs the more difficult program specialist work and serves as the contact center specialist. The PTII utilizes knowledge of unclaimed property laws, regulations, policies, procedures, and claim requirements to assist claimants and support Contact Center operations. The incumbent researches claimant inquiries related to unclaimed property claims by verifying pertinent information and explaining applicable laws, regulations, and program requirements to assist claimants. The PTII serves as an expert and is familiar with procedures for evaluating claims. The incumbent’s work is occasionally reviewed by the Unit Supervisor I.

Duties include but are not limited to the following: The PTII handles claimant inquiries, serves as a resource for the Program Technicians and other staff, provides guidance regarding claim processes and documentation requirements, and assists with ensuring consistent application of established procedures. The incumbent does not approve, deny, or resolve claims but may identify issues requiring escalation and refer matters to appropriate Analysts within the escalation team, PRU within PR&S.

Duties Performed

(Candidates must perform the following functions with or without reasonable accommodations.)

• Respond to incoming telephone inquiries regarding unclaimed property claims, claim requirements, ownership documentation, claim status, electronic claim submissions, and program procedures. Utilize knowledge of program policies and procedures to provide accurate guidance and assist claimants in understanding the actions necessary to move their claims forward.
• Review claimant inquiries and identify issues requiring additional review, escalation, or special handling. Coordinate with appropriate units to ensure inquiries are routed correctly and communicate findings to provide claimants with information regarding next steps, required documentation, and available resources. Provide procedural guidance but does not determine claim eligibility or approve or deny claims.
• Respond to inquiries with knowledge of unclaimed property laws, policies and claim procedures. Refer appropriate claims or calls to the supervisor, or designee, for further evaluation and resolution in accordance with the UPD’s procedures. Assist in monitoring and improving Contact Center operations by identifying recurring claimant concerns, procedure gaps, training opportunities, and trends impacting customer service delivery. Provide recommendations to management regarding process and communication improvements.
• Participate in claims cross training and refresher training.

You will find additional information about the job in the Duty Statement.

Special Requirements

Take the required examination here: Program Technician II Examination

Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.

Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

Equal Opportunity Employer

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.