Customer Contact Center Associate

The California Public Employees’ Retirement System (CalPERS) is the nation’s largest public pension fund, providing retirement and health benefits to public employees, retirees, and their families. Headquartered in downtown Sacramento, we are a destination employer with an international reputation for leadership and innovation. At CalPERS, we’re committed to people – the people we serve, our team members, and the larger community around us. CalPERS is situated near the Napa Valley, San Francisco, Lake Tahoe, and other desirable destinations, and we offer competitive benefit packages, compensation, and opportunities for advancement.

Anticipated Interview Dates: We anticipate Virtual interviews being held beginning the week of 5/13/2024. We look forward to meeting with you!

Telework Information: This position is eligible for a full-time remote schedule, with a requirement to occasionally report to the office.

California Public Employees’ Retirement System (CalPERS) is seeking an Associate Governmental Program Analyst (AGPA) in the Customer Experience Division (CXD), CalPERS Customer Contact Center (CCCC).

Under the direction of a Staff Services Manager I (SSM I), the CCCC senior analyst is responsible for independently performing the more responsible, varied, and complex technical analytical duties to support the customer service goals and objectives of the CXD and CalPERS. The incumbent applies Public Employees’ Retirement Law (PERL) and Public Employees’ Medical and Health Care Act (PEMHCA) provisions with providing assistance to active and retired members, employers, beneficiaries, and the general public.

Success in this position requires the ability to work in a fast-paced environment, a Contact Center/Telework environment, act as a Subject Matter Expert (SME), assist in the resolution of customer issues that require time sensitive complex analysis, and expertise in specific program areas. In response to inquiries at all levels of complexity, performs analysis, interpretation, and the execution of CalPERS statutes, laws, rules, regulations, policies, and procedures, court decisions, working independently, exercising good judgement in all work-related activities, and working effectively with sensitive subject matter. The ideal candidate would also possess strong computer skills and effective communication skills, orally and in writing.

Job Type: Full-time

Pay: $5,684.00 – $7,114.00 per month

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Remote