Contact Center Agent

The Research and Support Unit (RSU) 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 RSU Supervisor I with the Support Services Bureau, 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, Public Response Unit (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 claims or calls that are determined to be more 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, refresher training, support to PT staff, and backup call coverage for bureau operations as needed to address workload demands.

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

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.

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.


Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• PROGRAM TECHNICIAN II

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-527397


Position #(s):
051-550-9928-168

Working Title:
Contact Center Agent


Classification:
PROGRAM TECHNICIAN II $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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Special Requirements
Take the required examination here: Program Technician II Examination


Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 8/18/2026
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).


How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:


Address for Mailing Application Packages


You may submit your application and any applicable or required documents to:


State Controller's Office
Human Resources
Attn: Human Resources Office, A.I.
300 Capitol Mall 3rd Floor, Ste 300


Sacramento , CA 95814


Address for Drop-Off Application Packages


You may drop off your application and any applicable or required documents at:


State Controller's Office
Human Resources
Attn: Human Resources Office, A.I.
300 Capitol Mall 3rd Floor, Ste 300


Sacramento , CA 95814
Applications dropped off in person must be received by 5 p.m. in HR, by the final filing date.
08:00 AM - 05:00 PM


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.

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.


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:

• 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.



Contact Information
The Hiring Unit Contact is available to answer questions regarding the position or application process.
Hiring Unit Contact:
Lisa Boyer
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Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
SCO EEO Officer
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California Relay Service: View phone number on click.appcast.io (TTY), View phone number on click.appcast.io (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.


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.