Job Description

Job Description and Duties

The Public Response Unit (PRU) within the Public Response and Support Section (PRSS) is responsible for evaluating and approving claims, conducting claims and property research in response to phone call and email inquiries, and assisting the public by responding to incoming telephone inquiries regarding unclaimed property claims, processes, procedures, and program requirements.

Under general supervision of the Supervisor I of the Public Response Unit (PRU) within the Support Services Bureau (SSB), the Analyst I serves as the entry-level analyst, providing customer service as a first-line claims representative for calls transferred to the claims review queue, the task queue through the Kelmar Abandoned Property System (KAPS), and email inquiries in support of the Unclaimed Property Division (UPD).

They will function as a technical resource for the unit by reviewing and resolving claim inquiries that require additional research, analysis, interpretation of policy, or independent judgement. They are responsible for researching complex claim issues, obtaining and evaluating supporting documentation, determining claimant entitlement, and processing claims through final disposition in accordance with the Unclaimed Property Law, Government Code, Probate Code, Civil Code, Code of Civil Procedures, the California Code of Regulations, and Unclaimed Property Standard Operating Procedures.
Duties Performed:
(Candidates must perform the following functions with or without reasonable accommodations.)

• Respond to claim inquiries forwarded to the PRU claims processing queue within the UPD Contact Center requiring claims research, analysis, and resolution.

• Review claim records, supporting documentation, and applicable laws, regulations, policies, and procedures to evaluate claim entitlement in processing qualifying claims to an end point.

• Communicate with claimants, authorized representatives, businesses, and other stakeholders to obtain required documentation, explain claim requirements, resolve deficiencies, and facilitate timely claim resolution while ensuring compliance with established program requirements.

• Assist with claimant calls and serve as a call agent back-up as needed for the general queue.

• Process claim inquiries, perform property research, create new claims, review claimant documents to provide detailed claim status including confirmation of receipt of documents requested from pended claims evidence requests, explanation of documents requested from open workflows or evaluator notes.

• Assist in identifying trends, recurring claimant issues, and process improvement opportunities related to escalated claims and Contact Center operations.

• Participate in claims cross training, new employee onboarding training, procedure development, quality assurance activities, and special projects.

• Monitor the Task Management PRU queue daily to respond to call escalations.

• Interpret complex legal and financial documentation including, but not limited to, final decree documents payable to beneficiaries, life insurance proceeds and beneficiary designations, uniform transfer to minor accounts, original instrument documents.

• Respond to claimants with their claim status and provide details needed for additional documentation to determine entitlement.

• Coordinate with internal program areas to resolve complex claim issues and ensure accurate and timely claim processing.

• Serve as a subject matter expert for the PRU by collaborating with management and internal stakeholders on program initiatives, work groups, and projects that improve claimant service, claim processing efficiency, and Contact Center operations.

• Provide inventory, time, and production data to management as requested. Represent the Bureau on teams and in workgroups, which have divisional, departmental, and/or statewide impact on the Unclaimed Property Program, providing back-up to address the fluctuating needs of the Bureau and Division.

You will find additional information about the job in the .

Working Conditions

This position is located at The Park , a quaint and historical campus environment two blocks from McKinley Park, in the heart of residential East Sacramento. Easily accessible from US 50 and I-80, The Park offers free parking, quick walks to local restaurant favorites, and countless lunchtime strolling opportunities through the quiet East Sacramento neighborhood.

This position is eligible for hybrid telework under California Government Code Section 14200 for eligible applicants residing in California. All telework schedules are subject to change and may be reevaluated at any time. Specific telework arrangements may be discussed in more detail with the respective hiring manager. Telework does not change the terms and conditions of employment, the essential functions of job duties, or required compliance with the State Controller's Office policies. Applicants must reside within California at the time of appointment. 

In July 2025, the State of California implemented the Personal Leave Program (PLP) 2025. This program temporarily reduces employees’ monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits through June 2027. The salary ranges shown on this job posting do not reflect the salary reduction.

Special Requirements

Take the required examination here: Analyst I Examination

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:

• Demonstrate a high degree of initiative and analytical ability.
• Ability to be a strong leader, work as part of a team as well as independently.
• Ability to provide excellent internal and external customer service utilizing effective and professional communication.
• Dependable, punctual, and flexible while working under demanding conditions.
• Knowledge and experience with various software programs and Microsoft (TEAMS, VoIP, Outlook, Word, Excel, PowerPoint, Visio, and Access).
• Experience or ability to conduct virtual training using various Microsoft Office applications.
• Excellent organizational and research skills with attention to detail.
• Ability to work under pressure quickly and accurately while dealing with multiple tasks and changing priorities.
• Ablity to remain calm under pressure and recognize the needs of others.
• Ablity to be creative, self-starter, and have the ability to take on challenges effectively.
• Flexiblity, willingess to learn, and ability to thrive in an environment of constant change.
• Perform good judgement, be approachable, friendly, open-minded, and have a positive attitude.
• Ability to be continuously available to answer inquiries by unit staff.

Benefits

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

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.

Job Tags

Permanent employment, Full time, Work at office, Local area, Remote work, Flexible hours

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