ALL APPLICATIONS MUST BE SUBMITTED THROUGH CALCAREERS

Job Description and Duties

THIS POSITION MAY BE ELIGIBLE FOR A HYBRID WORK SCHEDULE. THE AMOUNT OF TELEWORK IS AT THE DISCRETION OF THE DEPARTMENT AND IS SUBJECT TO CHANGE AS BUSINESS NEEDS ARISE.

Are you passionate about delivering exceptional customer service? Is a successful customer experience important to you? Are you fast-acting and detail-oriented? Do you thrive on teamwork and collaboration? If yes, this position may be for you.The Disability Insurance Branch (DIB) is looking for a customer-focused Customer Relations Analyst to join the Customer Relations Unit (CRU). Under the general direction of the CRU II manager, the Customer Relations Analyst will:

• Assist in addressing high-profile and complicated claims elevated from internal and external sources that require above-ordinary interpretation and analysis.
• Respond to written and electronic inquiries from the Governor’s Office, legislators, and other governmental agencies.
• Update and maintain the CRU SharePoint site.
• Provide clarification of Disability Insurance (DI) and/or Paid Family Leave (PFL) program policy and procedures.
• Lead/contribute to DIB work groups or special assignments.
• Use our virtual phone call platform for incoming and outgoing calls to assist with elevated customer claims.
• Assist with requests including gathering information/documentation for subpoena requests, Equal Employment Opportunity Office complaints, medical provider license verification, and Child Support Intercept requests.

The DIB administers the State Disability Insurance (SDI) program, which includes DI, PFL, Nonindustrial Disability Insurance (NDI) and NDI-Family Care Leave for state employees, and voluntary plans. The program covers more than 18 million workers and provides financial stability to workers and their families when they are unable to work because of their own disability or the need to take time off work to bond with a new child, care for a seriously ill family member, or participate in a qualifying military event. We strive to deliver timely benefit payments and quality service to all our customers.

This position is headquartered in the closest DI Branch Office and may be eligible for telework under EDD's telework policy. Employees are required to report to their headquarters office, as needed. Travel expenses to and from the assigned headquarters are the responsibility of the employee.

How to Apply

You can take the SSA Exam here: https://www.calcareers.ca.gov/JOBSGEN/3PBAU.PDF OR you can take the AGPA Exam here: https://www.calcareers.ca.gov/JOBSGEN/9PB04.PDF

You can apply for the job here: https://calcareers.ca.gov/CalHrPublic/Jobs/JobPosting.aspx?JobControlId=431366

Please submit all additional documents as requested.

INDEED APPLICATIONS WILL NOT BE CONSIDERED

Job Type: Full-time

Pay: $3,640.00 - $7,114.00 per month

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work

Work Location: Hybrid remote in Sacramento, CA 95814