Department of Business Oversight

JOB ANNOUNCEMENT POSTING

JC-61638 - STAFF SERVICES ANALYST (GENERAL)

Final Filing Date: 5/2/2017

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.

Position Details

Job Control Details
Job Code #: JC-61638
Position #(s):
410-181-5157-XXX
Classification:
STAFF SERVICES ANALYST (GENERAL)
$2,945.00 - $3,690.00 A
$3,189.00 - $3,992.00 B
$3,824.00 - $4,788.00 C
# of Positions: 1
Work Location: Sacramento County
Job Type: Permanent, Full Time
Work Week: Monday - Friday

Department Information

The Department of Business Oversight (DBO) protects consumers and oversees financial service providers and products. The DBO supervises the operations of state-licensed financial institutions, including banks, credit unions and money transmitters. Additionally, the DBO licenses and regulates a variety of financial service providers, including securities brokers and dealers, investment advisers, payday lenders and other consumer finance lenders.
Department Website: http://www.dbo.ca.gov

Job Description and Duties

In order to be considered for this position, you must include the class title, Job Control (JC) number and/or position number for which you are applying in the Examination(s) or Job Title(s) section of your Employment Application (STD. 678).

Please indicate your eligibility in the Explanations section on your Employment Application (STD. 678).

Promptly and thoroughly reviews DBO consumer complaints and inquiries in a timely manner. Documents the complaints, correspondence, telephone inquiries and other information submitted by consumers to the DBO in the DOCQNET system. Formulates an inquiry approach to ascertain important facts; conducts research and verifies facts, clarifies the Department’s role, jurisdiction and services to consumers.   Monitors and responds to incoming consumer e-mail, answers telephone inquiries, and seeks the advice of program managers as necessary.  Interviews the complainants in an unbiased, courteous and professional manner. Tactfully educates consumers about consumer protection techniques.

Manage the tracking of Goldenrod escalations within CSO as a Single Point of Contact between agencies and other DBO departments. Assist AGPA’s with the creation and approval of closure letters for Goldenrod complaints.

Tracks and updates pertinent information including notes, complaint tracking and coding into the DOCQNET system in a detailed, clear, and concise manner in chronological order. Prepares e-mail correspondence to licensees and forwards for review and response.  Tracks licensee responses and follows-up on overdue correspondence, and reminds licensees of their responsibilities. Prepares correspondence to complainants as required. Prepare reports for Examiner requests that requires research of historical data trends and complaint stats for specific Licensees. Managing and resolving ASKDBO emails within designated timeframe on a daily basis.

Assists with drafting reports on program performance, reviews complaint data, and monitors trends, and assists in the development of management and program reports that track the types and volume of consumer complaints by program. Provided ACD backup phone coverage as needed.

Manages ACD phone system changes as required throughout the month.

Working Conditions

This position will be located in downtown Sacramento at 1515 K Street, Suite 200.

Special Requirements

Prior to employment with the DBO, a background/fingerprint check may be conducted for the purpose of obtaining criminal history through the Department of Justice.  In addition, other available sources of background information may be reviewed prior to appointment.

Please see the attached Class Specification. All applicants must meet the minimum qualifications for the classification they are applying for. Minimum qualifications (MQ's) will be verified prior to interview and/or appointment. If it is determined an applicant does not meet the MQ's of the classification, the applicant will not be considered and may be withheld from the eligible list.

Application Instructions

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: 5/2/2017

Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, eligible for a Training and Development assignment, have SROA and/or Surplus eligibility, or have list eligibility (or are in the process of obtaining list eligibility). SROA and Surplus candidates may attach “surplus letters” to their applications.



Applications will be screened and only the most qualified applicants will be selected for an interview.

How To Apply

Completed Examination/Employment Application (STD 678) and applicable or required documents must be submitted to apply for this Job Posting. A completed copy of the Application Package listing must be included, when submitting your application in hard copy.

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Department of Business Oversight
Attn: Julie Reckard
Human Resources Office
1515 K Street, Suite 200
Sacramento, CA 95814

Address for Drop-Off Application Packages

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

Julie Reckard
Human Resources Office
1515 K Street, Suite 200
Sacramento, CA 95814
08:00 AM - 05:00 PM

Required Application Documents

Please submit the following items with your application. Applicants who do not submit the required items timely may not be considered for this job:

  • State Examination/Employment Application STD Form 678. 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.
  • Statement of Qualifications -
    A Statement of Qualifications (SOQ) response is required with this job posting. Please see the Additional Filing Requirements section at the bottom on this announcement for additional information.  
  • Resume is optional. It may be included, but is not required.
  • School Transcripts
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:
Ability to:
  • Be a self-starter, and interested in assuming non-routine tasks
  • Communicate well, both orally and in writing
  • Be highly detailed oriented
  • Demonstrate dependable attendance, adjust to shifting priorities, meet deadlines and 
  • Work as part of a team (in a call center environment).

Knowledge of :
  • Customer Service
  • Working with the public to provide courteous and reliable service
  • Proficiency with personal computers
  • Understanding of Microsoft applications and business/professional software

Benefits

State employees may be eligible for health, dental, and vision benefits, as well as retirement programs and other benefits.  Click Here for more information on the CalHR website.

Contact Information

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

  • Department Website: http://www.dbo.ca.gov
  • Human Resources Contact:
    Julie Reckard
    (916) 327-2443
    Julie.Reckard@dbo.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:
    Suzanne Larsen
    (916) 324-7911
    suzanne.larsen@dbo.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.

SPECIAL FILING INSTRUCTIONS

All interested candidates must submit a State Application (Std. 678, Rev. 10/2013) with original signature to the address listed above.  Please write “Staff Services Analyst (G) - JC# 61638 - RPA#16-OPA0005 / Position # 410-181-5157-00x” on your application and indicate the basis of your eligibility in the job title section (i.e., List Eligibility, Lateral Transfer, etc.).  Applications without this information may be rejected. 

Please do not include page 5 (Equal Employment Opportunity questionnaire) of the State Application.

Emailed and faxed applications will not be accepted.

 

ADDITIONAL FILING REQUIREMENTS

Statement of Qualification - The Statement of Qualifications (SOQ) serves as documentation of your ability to present information clearly and concisely in writing.  This document must be typed using Arial 12-pt font, 1” margins and no more than two pages in length and include your first and last name in the upper left hand corner.  Cover letters and resumes do not qualify as a SOQ response.

Failure to submit the SOQ with your State Application (STD 678) may result in your elimination in the hiring process.

Please address the following in the SOQ:

Please provide a narrative discussion of your education, experience analyzing and making recommendations for problem resolution and how your background qualifies you for the position in the Consumer Services Office.