Public Counter Lead

Job Description and Duties

The salary ranges listed in this Job Control may not reflect reductions in pay in accordance with the 2025 Personal Leave Program. Please follow the link for more information regarding the 2025 Personal Leave program.

Under the general supervision of an Administrator I, the incumbent acts as a lead person and is responsible for providing assistance, conducting quality reviews and training Public Counter personnel and Administrative Support staff.

The incumbent will also assist with staff assignments to ensure adequate counter coverage. On an as needed basis the incumbent will work directly with customers so there is no interruption in service, as well as to provide assistance on technical issues or escalated contacts.

As a lead person in the collections program, the incumbent will be responsible for assisting a group of Tax Technicians (TT) in the Enterprise Tax System (ETS) and manual processing work list, in addition to assisting the Customer Service Specialists (CSS) with public counter inquiries.

Position(s) is located in the following office location:

1. Sacramento (Field Office), California

Position may be extended up to 24 months or become permanent.

Additional positions may become available (eRPA 2627-00056).

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You will find additional information about the job in the .

Working Conditions

This position requires 4 or more days in the office per week. It is designated office-centered and may be eligible for some remote work based on departmental guidelines and operational need.

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for a visa sponsorship, now or in the future .

Special Requirements

• The position(s) require(s) a Background Investigation be cleared prior to being hired.

This business uses E-Verify in its hiring practices to achieve a lawful workforce. E-Verify is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. For more information about E-Verify, please go to .

CALIFORNIA CODE OF REGULATIONS, TITLE 2, SECTION 172: All candidates for, appointees to, and employees in the state civil service shall possess the general qualifications of integrity, honesty, sobriety, dependability, industry, thoroughness, accuracy, good judgment, initiative, resourcefulness, courtesy, ability to work cooperatively with others, willingness and ability to assume the responsibilities and to conform to the conditions of work characteristic of the employment, and a state of health, consistent with the ability to perform the assigned duties of the class. Where the position requires the driving of an automobile, the employee must have a valid state driver's license, a good driving record and is expected to drive the car safely. The foregoing general qualifications shall be deemed to be a part of the personal characteristics of the minimum qualifications of each class specification and need not be specifically set forth therein.

**IMPORTANT NOTICE** As required by the department's rules of conduct, all employees of the Franchise Tax Board (FTB) must be in compliance with the California Revenue and Taxation Code. During the background investigation portion of the hiring process, FTB will review return information to verify California state income tax compliance. Any failure to comply with the California Revenue and Taxation Code may prevent you from being hired at FTB. You must verify your filing status by calling View phone number on us.fitly.work to resolve any potential tax compliance issues, prior to submitting your application and seeking employment with FTB. All applicants not currently employed with the Franchise Tax Board will be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice to disclose criminal records. We comply with the Americans with Disabilities Act. Persons with hearing or speech impairments, call TTY/TDD View phone number on us.fitly.work.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to clearly demonstrate how you meet the Minimum Qualifications and Alternate Range Placement for the position on your State Application (STD Form 678). The application should also clearly demonstrate the candidate’s ability to meet the Desirable Qualifications identified in this job advertisement. The Classification Specification is located on this Job Announcement Posting under "Minimum Requirements”.

• Knowledge of FTB systems including Enterprise Tax System (ETS), Taxpayer Information System (TI), Business Entities Tax System (BETS), Taxpayer Folder (TPF), Case Management (CM), or other related systems
• Excellent interpersonal and customer service skills
• Serves as a Subject Matter Expert (SME)
• Strong ability to analyze information while utilizing good judgment to take effective actions
• Providing feedback to supervisors for staff performance and development
• Ability to review and assign work while providing effective feedback
• Monitoring the public counter for adequate staffing needs
• Strong written and verbal communication skills
• Ability to manage multiple assignments to meet deadlines while staying organized
• Ability to work independently and in a team environment
• Ability and desire to train and develop staff
• Ability to work collaboratively with management, peers and subordinates
• Personal Income Tax (PIT) and Business Entity (BE) technical knowledge and experience in applying tax laws
• Experience with Proactive Collections
• Knowledge and experience performing transactions for both PIT and BE
• Technical written and oral communication skills for special projects and/or the development of procedures
• Experience within a fast-paced environment
• Ability to shift priorities, workloads and work schedules to meet operational needs
• Proficiency in Microsoft (MS) Office (Word, Excel, Outlook, MS Teams, etc.)

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

Additional Application Instructions

A complete application package must be received in the Classification & Hiring Unit or postmarked by the final filing date and must include:

1. Completed employment information on the STD. 678, including the “From” and “To” dates, “Hours Per Week,” and “Duties Performed" fields for all jobs listed in the “Employment History” fields (resumes do not take the place of these fields on the STD. 678)
2. All of the required documents listed in the “Required Application Package Documents” section
3. The position number and job control number in the job title line of the STD. 678, if submitting a paper application package (these numbers will auto-populate in the job title line of the STD. 678 if submitting an electronic application through your CalCareer Account )
4. A signature, if submitting a paper application package

Candidates who do not follow all of the listed application instructions may be eliminated from the selection process. All submitted information will be screened and the most qualified candidates will be invited to an interview.

Electronic applications submitted through your CalCareer Account are highly recommended. If you are unable to apply electronically through your CalCareer account, please mail a completed and signed STD. 678 and application package to the mailing address provided above in the “Application Instructions” section.

Do not include full Social Security Number, method of eligibility, and LEAP information in your application package.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is required and must be included.