Job Description

Job Description and Duties

Are you a great communicator with a passion for helping others? We are hiring agents with customer service skills to provide California's eligible workers with timely benefits. The State Disability Insurance Program provides wage replacement benefits through Disability Insurance, Paid Family Leave, and Non-Industrial Disability Program. This is your opportunity to join our high-energy team supporting California workers and their families.  We are looking for individuals who have excellent communication skills, customer-focused attitude, with basic computer skills. As a members of the Disability Insurance Branch, you play an important part delivering quality service to all our customers. Apply today and be a part of a team that makes a difference.

This position serves State Disability Insurance claimants and customers. Our contact center agents provide compassionate and efficient customer service on the phone and at our public counter. Using our claims administration system, agents respond to inquiries and resolve claim issues.   Our team analyzes claims and uses problem solving techniques to provide prompt, accurate, an courteous customer service.  Check out the linked duty statement for more details.

This position requires full time in-office reporting. The office is located at 5009 Broadway, Sacramento, CA 95820.

Must comply with office security requirements. Travel and/or overtime may be required.

EXPECTATION  - MISSION, VISION, GOALS

Our staff contribute towards the growth of the DI Branch into a customer-focused service organization by following and applying SDI Branch cultural principles. Staff are required to have knowledge of the principles of the SDI Branch programs. All staff protect personally identifying Information and report any suspected fraudulent claims and/or activities.

Positions exist at 5009 Broadway Sacramento, CA 95820  ARU 208/209 Free parking on site

If you have questions about the actual position, please contact the “Hiring Unit Contact” listed below under Contact Information.

You will find additional information about the job in the .

Working Conditions

Visa Sponsorship

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.

Special Requirements

It is strongly  encouraged to apply through your CalCareer Account at .

Please only submit ONE application.  Electronic applications submitted through your CalCareer Account are highly recommended and will be received/processed faster than other methods of filing.

If you are unable to apply electronically through your CalCareer account, please mail a completed and signed State Examination/Employment Application STD Form 678 and application package to the mailing address provided in the “Application Instructions’ section below and ensure the following:

• Clearly indicate the Job Code #, Position Number and the Classification Title of this position in the “Examination or Job Title(s) For Which You Are Applying” section located on Page 3 of your State Examination/Employment STD Form 678.
• Clearly indicate the basis of your eligibility (list, transfer, reinstatement, etc.) in the “Explanations” section located on Page 3 of your State Examination/Employment Application STD Form 678.
• Remove and do not submit the “Equal Employment Opportunity” questionnaire (Page 10) with your completed State Examination/Employment Application STD Form 678.  This page is for examination use only.
• Do not include your full Social Security Number on your documents and/or do not provide any LEAP information.

Examination/Assessment 

To apply for this position, you must obtain list eligibility by taking and passing the examination. If you already have list eligibility for this classification, you do not need to retake the examination unless your list eligibility has expired.

Click the examination link below for more information and to take the exam:

Disability Insurance Program Representative Bulletin

For more information about the State hiring process,  click here . To watch tutorials on how to apply for a State job,  click here .

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:

• Positive customer service skills
• Ability to problem solve
• Experience with claims administration
• Flexible to adjust to changing priorities
• Able to meet production goals
• Remain composed under pressure
• Maintain professionalism at all times
• Follow policy and procedures according to State law
• Call center experience

Benefits

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

Statement of Qualifications Requirements

A Statement of Qualifications (SOQ) is Required. The SOQ serves as documentation of each candidate’s ability to present information clearly and concisely in writing.  The SOQ is not a résumés or cover letter.

The SOQ may be no more than two-pages, double spaced, use 12-point size font, with 1-inch margins. Add your first and last name and JC number to the upper right-hand corner of the page. The SOQ must include numbered response when answering the following questions:

 1. Describe your customer service skills and experience in alignment with the, "Desirable Qualifications" on the advertisement.

2. Define your core values.

Résumés and/or cover letters DO NOT take the place of the SOQ. Applications received without a SOQ or if you do not respond to the statement you will not receive further consideration and will be excluded from the hiring process.

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.
• Degree and/or School Transcripts
• Statement of Qualifications - A Statement of Qualifications (SOQ) is Required.  Please see “Statement of Qualifications Requirements” section for more information about the SOQ.

Job Tags

Permanent employment, Full time, Work at office, Flexible hours,

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