Job Description

Job Description and Duties

THIS IS A BILINGUAL - SPANISH POSITION; MUST BE ABLE TO PASS A BILINGUAL - SPANISH FLUENCY EXAMINATION.

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.

The Employment Development Department's (EDD) Investigation Division (ID) within the Policy, Accountability and Compliance Branch investigates allegations and suspected violations of the California Unemployment Insurance Code and other laws and regulations pertaining to fraud or misconduct to protect the integrity of EDD's programs and resources.

We are looking for a motivated individuals with an inquisitive nature and possess good time management and organizational skills. You will work in a highly confidential and dynamic environment with a variety of stakeholders and technical team members. Prior call center or EDD program experience is desirable, but not required.

Under the supervision of the Staff Services Manager I of the Criminal Intelligence Section (CIS) Fraud Intake Unit, the Staff Services Analyst serves as the Fraud Hotline Analyst (FHA). The FHA screens and conducts preliminary analysis of allegations received via phone, fax, mail, internet, etc., by the ID regarding possible fraudulent activity against the EDD. The FHA primary function will be to answer EDD Fraud Hotline calls and process voicemails. The FHA determines viability of the allegation and probable fraudulent activity against the EDD, and completes processes for the allegation to be appropriately routed and administered through the CIS based on established criteria. The FHA conducts follow-up activity and correlates information to allegations as necessary, assisting to identify trends and patterns of suspected fraudulent activity.

The FHA accesses a variety of automated informational systems and conducts inquiries and preliminary analysis of highly sensitive and confidential information from various sources. The FHA gathers and collects data and maintains monthly statistical records for reporting purposes to management. The incumbent provides technical assistance and general analytical support to other unit staff and manager(s). The incumbent also translates documents and phone calls requiring Spanish language as necessary.

A complete Statement of Qualifications (SOQ) is required to be submitted along with your State application. Spanish fluency is a requirement of this position and must be indicated on question number 5 of the State application or the applicant will not be considered for an interview. Additionally, if the SOQ is not submitted and the language fluency is not included, the applicant will not be considered for an interview. A background investigation is required for this position.

All employees are required to work in person at least two (2) days per week and as needed/required. Beginning July 1, 2025, all employees will be required to work in person four (4) days per week in alignment with Executive Order N-22-25.

Position exists in downtown Sacramento.

You will find additional information about the job in the .

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.

This position is located in downtown Sacramento. Office has artifical lighting. The workshift is Monday through Friday, 8:00 AM to 5:00 PM.

All employees are required to work in person at least two (2) days per week and as needed/required. Beginning July 1, 2025, all employees will be required to work in person four (4) days per week in alignment with Executive Order N-22-25.

A background investigation is required for this position.

Special Requirements

• The position(s) require(s) fluency in the Spanish language. If the State of California does not have a current record documenting your fluency in this language, you will be required to successfully pass an approved language fluency test prior to being hired.

A background investigation and fingerprinting will be required for this position.

It is strongly encouraged to apply through your CalCareer Account at .

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:

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

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:

• Background in customer service and/or previous call center experience.
• Strong analytical and critical thinking skills, including the ability to apply problem solving, deductive reasoning, and provide statistical data as needed.
• Ability to perform effectively and maintain confidentiality in a fast-paced environment is required.
• Capacity to meet deadlines while remaining flexible and adapting to frequent workload changes.
• Good attendance record and history of punctuality in the workplace.

Benefits

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

Statement of Qualifications Requirements

A Statement of Qualifications (SOQ) is Required. The SOQ serves as documentation of each candidate’s ability to present information clearly and concisely in writing.  The SOQ is not a résumé or cover letter.

The SOQ is a narrative discussion of how your education, training, experience, and skills qualify you for this position. The SOQ serves as documentation of each applicant's ability to present information clearly and concisely in writing. Applications received without an SOQ will not be considered and will be excluded from the hiring process.
The SOQ instructions are below.

PLEASE NOTE: Resumes, cover letters, and other materials WILL NOT be evaluated or considered in lieu of an SOQ.
DISCLAIMER: Inability to submit a SOQ or follow instructions as required, will result in being screened out from the selection process.

SOQ INSTRUCTIONS

The SOQ must follow the format requirements below:

• Be typed in 11-point Calibri font.
• 1.15 spaced and NOT to exceed two pages in length.
• Must have applicant's full first and last name in header in the upper left-hand corner.
• Must have Job Control Number typed in header in the upper left-hand corner.
• Answers should be numbered in the same order as listed below and address the specific questions listed.

QUESTIONS:

Address the following questions in your SOQ and include specific examples of your background, experience, education, and/or training:

1. In this position, you will handle confidential information.  Data security awareness is vitally important. Please provide examples of steps you have taken to ensure good data security for handling confidential information.    
2. Describe your experience working in customer service in both English and Spanish, including any call center experience.  Please provide examples of providing customer service to English and Spanish customers.  
3. Describe your experience working in a fast-paced environment where multitasking and organizational skills are needed. Please provide examples of what organizational skills or techniques you used to successfully multitask and ensure items were completed timely.

Résumés and/or cover letters DO NOT take the place of the SOQ. Applications received without a SOQ and the above direction not followed will not receive further consideration and will be excluded from the hiring process.

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 required and must be included.
• Degree and/or School Transcripts
• Other -
  3 Professional References are required and must be included.

• Statement of Qualifications -
  A Statement of Qualifications (SOQ) is Required.
  Please see “Statement of Qualifications Requirements” section for more information about the SOQ.

Job Tags

Permanent employment, Full time, Remote job, Flexible hours, 2 days per week, Monday to Friday,

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