What are the responsibilities and job description for the STAFF SERVICES ANALYST position at Public Employees Retirement System?
Anticipated Interview Dates: We anticipate Virtual interviews being held beginning the week of May 5, 2025. We look forward to meeting with you!
Telework Information: Act quickly to apply for this position, which is designated as full-time remote, with a requirement to occasionally report to the office.
California Public Employees Retirement System (CalPERS) and the Customer Experience Division (CXD) is seeking to fill multiple opportunities for Customer Contact Center Analysts in our Frontline Agent Readiness and Mentorship (FARM) Team.
Under the supervision of a Staff Services Manager I (SSM I), the Customer Contact Center Analysts are responsible for performing consultative and analytical duties in order to support the customer service goals and objectives of the division as well as the organization.
Success in these positions require the ability to demonstrate strong interpersonal and professional customer service skills, a positive attitude, flexibility, and dependability, with the ability to work independently, exercise good judgment in all work-related activities, and work effectively with sensitive subject matter. In this position, you will have the opportunity to interpret and apply provisions of law, court decisions, and departmental policies while demonstrating excellent verbal and written communication skills and providing excellent service. Note: You must maintain residence and be able to work in California throughout employment.
How did you hear about this position? Tell us in this brief survey.
You will find additional information about the job in the Duty Statement.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification.- STAFF SERVICES ANALYST
Additional Documents
- Job Application Package Checklist
- Duty Statement
Position Details
Range A $3,749.00 - $4,698.00
Range B $4,059.00 - $5,081.00
Range C $4,868.00 - $6,093.00
CalHR determines pay range. If you are new to state service, you will be placed at the minimum of the pay range. If a pay has alternate ranges (for example A, B, C), you may qualify for an alternate range based on a review of your education and experience upon appointment.
Department Information
If you are interested in becoming part of a diverse and inclusive workforce where talent, experience, and expertise are valued, CalPERS invites you to apply for this employment opportunity. To find out more about our Diversity, Equity, and Inclusion efforts, visit our website!
To take a look at CalPERS as a destination employer, view this YouTube video.
Special Requirements
The SOQ must be typed, titled “Statement of Qualifications,” and each response must be numbered and list all relevant experience, education, and training, including places of employment, dates, and duties performed. The SOQ must not exceed two page(s) in length and must have 11-point Arial font.
- What aspect of this position appeals to you? How will your skills and experience help you be successful in this role?
- Phone agents spend most of their time everyday taking phone calls from customers and are expected to follow a strict schedule. Every part of a phone agents day is scheduled, including when to take breaks, and lunch. Agents are held accountable to follow the assigned schedule without little deviation. What experience do you have following a strict schedule? How do you ensure you are following your schedule and returning to work at the scheduled times?
Minimum Qualifications
All experience and education relating to the Minimum Qualifications (MQs) listed on the Classification Specification should be included in your application package to clearly demonstrate how you meet the MQs for this position. If you are using education to meet MQs, please include your transcripts with your application package. If you have a degree from outside of the United States, you must submit an evaluation of this degree to determine the US equivalency. If you need an evaluation, you can visit the National Association of Credential Evaluation Services (NACES) website to find organizations that provide these services. The Classification Specification is located on this Job Posting under "Minimum Requirements."
Please Note: You may need to pass an examination to establish list eligibility prior to a final offer of employment. To find and take an exam, visit CalHR’s CalCareers website.
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: 4/11/2025Who May 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
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
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 optional. It may be included, but is not required.
- Statement of Qualifications - In addition to completing your online job application, you must provide a Statement of Qualifications (SOQ) for the hiring manager’s review. Please see the Special Requirements section for instructions and questions for the SOQ. Applications received without an SOQ will not be considered.
Desirable Qualifications
- Experience working in a call center or other fast-paced customer service industry with heavy workload
- Strong interpersonal skills and demonstrated ability to communicate effectively verbally and in writing with customers and various levels of co-workers
- Demonstrated analytical skills, including the ability to analyze and apply laws, rules, regulations, policies, and procedures, use resource materials to perform job duties, identify issues, and propose solutions
- Basic computer skills and proficiency with MS Office, including Word, Excel, Outlook, and Teams
Benefits
Some added benefits CalPERS offers include:
- Alternate Work Schedules
- Flexible Work Hours
- Onsite childcare facility
- Onsite fitness center
- Onsite café and nearby restaurants
- Free onsite parking available Mondays and Fridays, subject to change
- Free offsite parking available with shuttle service Tuesdays, Wednesdays and Thursdays
Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Human Resources Contact:
HRSD Selection Services
(916) 795-2444
Recruitment@calpers.ca.gov
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:CalPERS EEO
(916) 795-3675
EEO@calpers.ca.gov
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 Information
Live Scan
Candidates not currently employed at CalPERS are required to submit to a criminal history review process utilizing Live Scan fingerprinting.
CalPERS Disclosure Requirements
If employed, you may be subject to rules imposed by Personal Trading Regulations and Conflict of Interest Code that apply to CalPERS team members, 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)
Sponsorship
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.
Please do not include any confidential information on any documents in your application package. Confidential information that should be excluded or removed from these documents include, but is not limited to, your social security number, date of birth, marital status, personal photos, a copy of your driver’s license, equal employment opportunity data, examination scores, and LEAP status.
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.
