Job Posting: Contact Center Analyst

State Teachers' Retirement System

JC-458177

-

Contact Center Analyst

STAFF SERVICES ANALYST

$3,749.00 - $6,093.00 per Month

Final Filing Date: 12/9/2024

Job Description and Duties

Telework Information: We offer a hybrid approach including in-office and remote work solutions with staff working on-site two days per week at our Headquarters in West Sacramento.

The CalSTRS Customer Service Division is seeking an accountable team player who can think critically on their feet and has a passion for helping others to join the Contact Center Team as a Contact Center Analyst.

Customer Service is the first point of contact for CalSTRS’ members and beneficiaries along with legislators, teacher organizations, attorneys, and other interested parties. Communication channels include telephone, secured online messaging, and written correspondence.

The Contact Center provides quality customer service to CalSTRS members, benefit recipients, and others who rely on accurate and timely information to make critical life-impacting decisions.

Under the supervision of the Contact Center Team Manager, the Contact Center analyst will:

• Respond to customer contacts received through multiple customer communication channels.

• Support service level demands and build the foundation to the expert skill level needed to efficiently manage contacts, both orally and in writing.

• Support other Contact Center analysts and agents.

• Efficiently manage multi-channel workload to ensure optimal productivity and maximum customer satisfaction.

The ideal candidate will possess the following skills:

• Experience in providing excellent customer service

• Ability to work independently and take independent action when needed

• Willingness to work in a team environment

• Excellent verbal, written communication, and interpersonal skills

• Demonstrated competence in the use of mainframe systems and various PC applications

• Willingness to take initiative and be accountable

• Ability to adapt to changes in policies and procedures

• Ability to learn quickly and think critically

• Demonstrated ability to apply laws, rules, and regulations

• Ability to adhere to a preplanned schedule

Every 12 months, based on performance evaluation, employees may receive a 5% salary increase until they reach the maximum salary for the position.

If you are using education to meet the minimum qualifications for this position, you must submit a copy of your transcript or diploma. An official transcript will be required upon appointment.

Does this opportunity seem right for you? If so, see the Application Instructions section below and apply now.

You will find additional information about the job in the Duty Statement (https://www.CalCareers.ca.gov/CalHrPublic/FileDownload.aspx?aid=25688515&name=DutyStatement-ContactCenterAnalyst.pdf.pdf) .

Working Conditions

All staff of CalSTRS are employees of the State of California and subject to California employment taxes and withholdings. Upon appointment, staff are required to provide a current California address to CalSTRS Human Resources to be used as a remote work location.

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment with CalSTRS.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• STAFF SERVICES ANALYST (https://hrnet.calhr.ca.gov/CalHRNet/SpecCrossReference.aspx?ClassID=5157)

Additional Documents

• Job Application Package Checklist (http://calcareers.ca.gov/CalHrPublic/Jobs/JobApplicationPackageChecklist.aspx?JobControlId=458177)

• Duty Statement

Position Details

Job Code #:

JC-458177

Position #(s):

815-437-5157-901

Working Title:

Contact Center Analyst

Classification:

STAFF SERVICES ANALYST

$3,749.00 - $4,698.00 A

$4,059.00 - $5,081.00 B

$4,868.00 - $6,093.00 C

# of Positions:

Multiple

Work Location:

Yolo County

Telework:

Hybrid

Job Type:

Permanent, Full Time

Department Information

CalSTRS: Securing the financial future and sustaining the trust of California’s educators

CalSTRS is the largest educator-only pension fund in the world, providing retirement, disability and survivor benefits to California's more than 1 million public school educators and their families. Named as one of the best places to work in money management eight times by Pensions & Investments magazine, we are a world-class financial services institution with a commitment to sustainability and wellness.

Our two U.S. Green Building LEED Platinum-certified headquarters buildings in West Sacramento, California, feature sustainable construction, abundant natural lighting, an organic garden, sustainable beekeeping and ergonomic functionally designed workspaces. We offer a variety of on-site amenities to our team members, including two full-service cafés, two free fitness centers, a bicycle rental library and a child care center with a covered playground. Team members enjoy walks along the Sacramento River and nearby seasonal farmers markets.

In addition to our state-of-the-art amenities, we offer thriving wellness and sustainability programs, an award-winning employee recognition program, and ongoing training, learning and development opportunities. We offer competitive benefits, flexible work hours and hybrid work options. We are committed to creating a workplace where our team members thrive.

If you’re looking for a rewarding career and are interested in becoming part of a diverse and inclusive workforce where talent, expertise and wellness are valued, we encourage you to find out more about our many career options at CalSTRS.com/about-CalSTRS .

Special Requirements

Exam

This position requires a current Staff Services Analyst exam. If you need to take the exam or if your score has expired,click here (https://calcareers.ca.gov/CalHrPublic/Exams/ExamBulletin.aspx?ExamControlId=2105) to gain list eligibility.

Background Investigation

Prior to employment with CalSTRS, a background investigation (BI) will be conducted. The BI consists of a Personal History Statement and fingerprinting through the Department of Justice. The BI will check criminal and civil records and, if applicable, verify education and check driving records.

CalSTRS Disclosure Requirements

This position may be subject to disclosure and disqualification requirements concerning economic conflict of interest in government work, including the Conflict of Interest Code (https://www.calstrs.com/files/7e818a3e7/ConflictofInterestCode.pdf) that applies to CalSTRS team members and the Political Reform Act (https://www.fppc.ca.gov/the-law/the-political-reform-act.html) , which require disclosure of certain investment information and use of a designated trading platform for securities transactions, as well as filing a Statement of Economic Interest (Form 700) (http://www.fppc.ca.gov/Form700.html) .

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:12/9/2024

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 www.CalCareers.ca.gov. 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 Teachers' Retirement System

N/A

Attn:Recruitment

P.O. Box 15275, MS 31

Sacramento,CA95851-0275

Address for Drop-Off Application Packages

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

State Teachers' Retirement System

N/A

CalSTRS, Attn: Recruitment

100 Waterfront Place

West Sacramento,CA95605

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 www.CalCareers.ca.gov. 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.

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.

Benefits

CalSTRS offers a competitive pay schedule and a work-life-balance for all itsemployees. The State of California provides comprehensive benefits packages determined by the employee’s bargaining unit and conditions of employment. Some benefits include:

• Alternative work schedules

• Flexible work hours

• Remote work options

• Medical benefits, including health, dental and vision insurance

• Paid holidays and a defined benefit retirement program

• More than four weeks of vacation/sick leave for leaders

• More than three weeks of vacation/sick leave for staff

• Health insurance in retirement

• Employee Assistance Program

• Loan forgiveness under the federal Public Service Loan Forgiveness Program (https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service)

For the latest information on the benefits offered by the state of California, explore theHealth Benefits Summary provided by CalHR (https://www.calhr.ca.gov/Pages/California-State-Civil-Service-Employee-Benefits-Summary.aspx) .

Contact Information

The Human Resources Contact is available to answer questions regarding the position or application process.

Human Resources Contact:

Recruitment

(916) 414-4990

Recruitment@calstrs.com

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:

EEO Officer

(916) 414-4933

EEOMailbox@calstrs.com

California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Additional Application Instructions

• Electronic applications through your CalCareer account are highly recommended. If you are unable to apply electronically through your CalCareer account, please mail or drop off a hard copy of your application packet. Please provide the following information on your application:815-437-5157-901, JC-458177.

• If education is being used to meet the minimum qualifications, please submit a copy of your transcripts/degree.

• Training and development (T&D) assignments may be considered for this position. If you are applying as a T&D, please indicate this in the eligibility section of your application.

• Candidate may be selected by application packet review only.

• Multiple positions may be filled from this recruitment.

• Submission of an incomplete STD 678 may result in disqualification.

Additional Salary Information

All civil service positions have salary ranges with minimum and maximum pay rates. Typically, employees who are new to civil service are appointed at the minimum rate of the salary range for the position. Special provisions for appointments above the minimum exist to meet special recruitment needs and to accommodate employees who transfer into a position from another civil service position and are already receiving salaries above the minimum.

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.