ANALYST II

Job Posting: Customer Relations Representative

Employment Development Department

JC-520408

• Customer Relations Representative

ANALYST II

$6,031.00 - $7,547.00 per Month

New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

Final Filing Date: 6/13/2026

Application Methods:

Electronic (Using your CalCareer Account)

By Mail

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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 resolving complex issues? Are you organized and able to manage multiple workloads at the same time? Is creating a positive customer experience important to you? Do you have the skills to address high-profile and high-volume claim referrals efficiently? Do you thrive on teamwork and collaboration? If so, we want to hear from you!

The Disability Insurance Branch (DIB) runs the State Disability Insurance (SDI) program, which helps millions of Californians when they can't work due to a disability or family leave. We are dedicated to giving our customers quick support and exceptional service when they need it.

As a Customer Relations Analyst in the Customer Relations Unit (CRU), you will help with and resolve time-sensitive, complex claim referrals with compassion and care.

Under the general direction of the CRU manager, a Customer Relations Analyst will:

• Help resolve important and complex claims that are escalated internally or externally to the department and need extra review and analysis.
• Help customers understand their claims and provide answers to their questions.
• Provide high-quality claim processing and resolution quickly and efficiently.
• Write clear and detailed responses to requests from the Governor's Office, legislative office, and other governmental agencies.
• Explain Disability Insurance (DI) and Paid Family Leave (PFL) policies and procedures to internal and external customers, as needed.
• Provide above-average interpretation of the California Unemployment Insurance Code and California Code of Regulations, Title 22, to ensure claims are managed properly at every stage.
• Support Field Office staff by processing Physician/Practitioner and Facility license verifications, the Less State Disability Insurance/Less Paid Family Leave employer lists, out-of-state Physician/Practitioner registrations, and Religious Practitioner and Religious Exemption requests.
• Gather documentation for Equal Employment Opportunity Office complaints, Child Support Intercept Requests, and Victims of Violent Crimes requests.
• Identify and address claim issues/trends impacting customers.
• Communicate directly with claimants to provide updates and resolutions on claim referrals.
• Lead or assist with special projects or workgroups.

This position is headquartered in the New Labor Agency Building, 1419 9th St, Sacramento, 95814, Central Office Division, 10th Floor, Downtown near light rail and bus stops. Will consider candidates who are located throughout the State of California. This position allows for a hybrid telework schedule, which is subject to change, under EDD's telework policy. California Government Code Section 14200 requires employees to reside in California to telework. Employees are required to report to their headquarters office, for their in-office days. Employees may be assigned to report to another DI office closer to their California residence. Travel expenses to and from the assigned headquarters/office are the responsibility of the employee.

Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click here to visit the California Department of Human Resources (CalHR) website.

You will find additional information about the job in the Duty Statement.

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.

Office with cubicles

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• ANALYST II
• ANALYST I

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details

Job Code #:

JC-520408

Position #(s):

280-309-5393-868

280-309-5393-976

280-309-5393-702

Working Title:

Customer Relations Representative

Classification:

ANALYST II

$6,031.00 - $7,547.00 A

New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

Shall Consider:

ANALYST I

$3,861.00 - $4,839.00 A

$4,181.00 - $5,233.00 B

$5,014.00 - $6,276.00 C

# of Positions:

5

Work Location:

United States

Telework:

Hybrid

Job Type:

Permanent, Full Time

Work Shift:

8:00am - 5:00pm

Work Week:

Monday - Friday

Department Information

The Employment Development Department (EDD) is one of the largest State departments with employees at hundreds of service locations. For more than 70 years, the EDD has connected millions of job seekers and employers in an effort to build the economy of the Golden State. In order to continue our mission, we are constantly looking for the best and the brightest to join our ranks. Working at EDD presents many opportunities. If you strive to make a difference, we invite you to seek a career with EDD.

Department Website: http://www.edd.ca.gov

Special Requirements

Resumes and/or Cover Letters DO NOT take the place of the STD 678. A application received without duties listed on the STD 678 will not receive further consideration and may be excluded from the hiring process.

Transcripts or Diplomas are optional and may be required to meet minimum qualifications.

It is strongly encouraged to apply through your CalCareer Account at www.calcareers.ca.gov.

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:

Analyst I Bulletin / Analyst II Bulletin

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

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: 6/13/2026

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. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).

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:

Employment Development Department

Mail In Address

Attn: Job Control #520408

Human Resource Services Division, MIC 54

PO Box 826880

Sacramento, CA 94280-0001

Address for Drop-Off Application Packages

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

Employment Development Department

Drop Off Address

Attn: Job Control #520408

EDD/Human Resource Services Division

1416 9th Street, 1st floor lobby

Sacramento, CA 95814

08:00 AM - 04:30 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 optional. It may be included, but is not required.
• Statement of Qualifications -

A Statement of Qualifications (SOQ) is Required. Please see "Statement of Qualifications Requirements" section for more information about the SOQ.

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.

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:

When evaluating candidates, we will look at their skills and experience first. In addition to this, we will consider the following factors to competitively assess each candidate:

• Background in DI or PFL claims. Experience in a specialty or as a trainer is a plus.
• Able to work independently, stay open-minded, adapt to changing situations and conflicting priorities.
• Proven ability to manage difficult situations from start to finish.
• Has experience researching and reviewing complex claims, policies, and procedures.
• Highly organized with strong attention to detail
• Strong communication and writing skills with a focus on clear and simple language.
• Experience working with various partners to solve complex issues.
• Has experience providing excellent customer service.
• A friendly and empathetic approach to helping customers and resolving issues is key.
• Ability to work well with people of diverse backgrounds and to contribute to an inclusive work environment.
• The desire to celebrate teamwork and collaboration and to build positive relationships.
• Experience leading or contributing to special projects or workgroups.

As a part of CRU, you will belong to a team that makes a real difference. You will have opportunities to grow professionally and contribute to important work. Our team values collaboration, mutual support, and celebrating each other's successes.

If you are excited about this opportunity, we encourage you to apply for the Customer Relations Analyst position today! Together, we can provide important support to those who need it most.

Benefits

Benefit information can be found on the CalHR website, www.calhr.ca.gov, and the CalPERS website, www.calpers.ca.gov.

Contact Information

The Hiring Unit Contact is available to answer questions regarding the position or application process.

Department Website: http://www.edd.ca.gov

Hiring Unit Contact:

Barbra Ramirez

(916) 530-1753

Barbra.Ramirez@edd.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:

EEO Officer

(916) 654-8434

Accessibility@edd.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.

Statement of Qualifications Requirements

A Statement of Qualifications (SOQ) is Required. To be considered for this position, interested candidates must submit an SOQ to answer the question.

Your response must be no more than two pages in length, include your name and the Job Control (JC) number of this position in the right corner, and number each page.

SOQ Question: Describea time when you were responsible for a task or project and something went wrong. How did you handle it?

A Resume or Cover Letter does not substitute for the SOQ.

Background Investigation Requirement

The position(s) may require an applicant to pass a background investigation. However, applicants will not be asked to provide information about a conviction history unless they receive a conditional offer of employment.

The department will make an individualized assessment of whether the conviction history has a direct or adverse relationship with the specific duties of the job and the work performed by the department. The department will consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency, nature and seriousness, and age at the time of the offense(s).

The investigation will consist of completion of a personal history statement and fingerprinting checks with the Federal Bureau of Investigation, Department of Justice, and/or local law enforcement agencies. Anyone failing to pass the background investigation will be provided information on how to appeal the process. A criminal conviction may not result in an automatic determination of "Not Qualified."

ADDITIONAL DEPARTMENT INFORMATION

The Employment Development Department may require a new probation in accordance with applicable probationary period rules.

Click on the link to complete the Employment Development Department Recruitment Survey: EDD Recruitment Survey

Merit System Principles

Information regarding Merit System Principles provided to public employees by the State Civil Service Act can be found on the CalHR website at https://www.calhr.ca.gov/Training/Pages/performance-management-merit-system-principles.aspx

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.