Compliance Representative (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.
The Filing Services Bureau is searching for talented individuals to join our team. Under the close supervision of a Customer Service Supervisor, the incumbent is a team lead in one of our Contact Centers. The incumbent provides technical assistance, training, quality assurance review, and guidance to a team of contact center agents. The incumbent is responsible for ensuring the quality and accuracy of the work performed by the team, and that their performance is consistent with the department's Mission and Values. The incumbent serves as a subject matter expert and assists in the development, delivery and maintenance of technical training and/or staff development for newly hired and veteran staff. The incumbent must have a thorough understanding of the department’s operational goals, and procedures. In addition, an extensive knowledge of Personal Income Tax (PIT) and Business Entities (BE) tax laws are required. The incumbent sets an example for fellow employees by being courteous and professional and promotes a positive environment to ensure that quality service objectives are met.

Position(s) are currently in:

• Taxpayer Services Center Section (TSCS)
• Correspondence, Analysis, Support, and Education Section (CASES).

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

Additional positions may become available (RPA 2627-00192 & 2627-00193).

Please complete this optional survey letting us know how you heard about this position by clicking here.

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 and experience in Franchise Tax Board’s (FTB) legacy systems such as Taxpayer Information (TI), Business Entities Tax System (BETS), Taxpayer Folder (TPF), Case Management (CM), Enterprise Tax System (ETS), Integrated Nonfiler Compliance System (INC), Department of Motor Vehicles (DMV), LexisNexis, or comparable systems
• Technical expertise in researching, analyzing, and applying complex Federal and State Personal Income Tax (PIT) and Business Entity Income Tax (BE) laws and regulations
• Knowledge of and experience using the Qfiniti system or comparable phone call monitoring and evaluation system
• Ability to lead, mentor, and train others
• Ability to follow directions, adhere to procedures, and effectively use resources
• Ability to handle changing priorities and work under pressure
• Ability to effectively work independently and in a team environment
• Ability to resolve and manage conflicts
• Ability to plan, prioritize, and organize work, and willingness to shift priorities to meet program goals
• Ability to research sensitive and complex tax issues, analyze findings, and communicate results to a diverse audience
• Ability to analyze pertinent laws in order to determine the impact on departmental manuals, guidelines, forms, publications, policies, procedures, and compliance
• Ability to work with internal and external customers
• Excellent work ethic and positive attitude
• Proficiency in Microsoft (MS) Office (Outlook, Word, Excel, PowerPoint, MS Teams)
• Experience working in a contact center
• Excellent interpersonal and customer service skills
• Excellent communication skills, both verbal and written
• Ability to follow department's Mission and Values

Benefits

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

In addition, Franchise Tax Board offers the following:

• Convenient transportation and commuting options include : Light Rail stop, bicycle lockers, free parking, and carpool/vanpool opportunities

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.
• Other -

  REQUIRED: If you are basing your eligibility on educational requirements, you MUST provide a legible copy of your transcripts as proof of meeting the education requirement as listed in the Classification Specification (please see the Class Specification located under “Minimum Requirements” on the left-hand side of this job posting). Applicants with foreign transcripts must provide a foreign transcript evaluation that indicates the number of units to which the foreign course work is equivalent. Transcripts may be official or unofficial; please redact birthdates and social security numbers. If you are not basing your eligibility on an educational requirement, you may instead use the bypass option (when applying, select Choose/Upload for the required document and then select Bypass File).

• Supplemental Application - In order to be considered for this position, interested candidates must submit a supplemental application. Your response must be no more than one type-written page in length, using 12-point font, 1-inch standard margins and include your first and last name in the upper right-hand corner of the page. Respond to the following supplemental statement(s):
  1) Tell us about a time when you mentored or coached someone while still meeting your daily priorities and deadlines.
  • What was the situation? 
  • What actions did you take? 
  • What was the results?
  2) Provide Personal Income Tax and Business Entities Training: place information at the bottom of your supplemental with name(s) dates and where the training was received.