Contact Center Agent

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 .

Working Conditions

This position is located in Rancho Cordova on White Rock Road, between Mather Field Road and Zinfandel Drive just off US 50 offering free parking is situated in the family-friendly suburbs of Sacramento. There is an abundance of nearby shopping centers and dining options with public transportation accessible nearby via Sacramento Regional Transit’s bus and light rail systems. 

This position is eligible for hybrid telework under California Government Code Section 14200 for eligible applicants residing in California. All telework schedules are subject to change and may be reevaluated at any time. Specific telework arrangements may be discussed in more detail with the respective hiring manager. Telework does not change the terms and conditions of employment, the essential functions of job duties, or required compliance with the State Controller's Office policies. Applicants must reside within California at the time of appointment. 

In July 2025, the State of California implemented the Personal Leave Program (PLP) 2025. This program temporarily reduces employees’ monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits through June 2027. The salary ranges shown on this job posting do not reflect the salary reduction.

Special Requirements

Take the required examination here: Program Technician II Examination

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:

• Spanish speaking candidates preferred

• Provide excellent external and internal customer service

• Friendly, professional, and positive attitude

• Punctuality and excellent attendance

• Excellent work habits

• Dependable

• Ability to interact with co-workers

• Good communication skills

• Excellent organization skills

• Ability to multi-task and adjust to priority changes while managing multiple concurrent deadlines

• Exceptional attention to detail

Benefits

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

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 optional. It may be included, but is not required.