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SalaryThe Filing Services Bureau (FSB) manages the Department’s largest contact center that responds to over 1.5 million taxpayer and tax practitioner contacts by telephone, correspondence, MyFTB Message, and chat. Under the general direction of an Administrator I in the Quality Assurance Team, your primary responsibilities are to ensure quality CUSTOMER SERVICE practices are met and to identify positive customer and training opportunities for Taxpayer Services Center Section (TSCS) Customer Service Representatives (CSR). You will be responsible for monitoring and mentoring CSR new hires and veterans to make sure they are providing quality CUSTOMER SERVICE to taxpayers. You are required to have an understanding of the section’s operational goals and an extensive knowledge of Personal Income Tax and Business Entities tax laws and systems and the department’s processing procedures. You are expected to maintain good attendance; possess efficient and effective work habits, including effective time management practices and set an example for fellow employees by being courteous and professional to internal and external customers and co-workers.
Additional positions may become available (RPA 2324-03083 and 2324-03084)
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You will find additional information about the job in the Duty Statement.
Working Conditions
This position is eligible for remote-working within California based on departmental guidelines and operational need. Once in-person training is complete, FTB has a minimum in-office requirement of two days per week for all positions including those that are eligible for telework.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification.- CUSTOMER SERVICE SPECIALIST, FRANCHISE TAX BOARD
Additional Documents
- Job Application Package Checklist
- Duty Statement
Position Details
Department Information
Our mission is to help taxpayers file timely and accurate tax returns, and pay the correct amount to fund services important to Californians.
FTB fosters an environment of equity and inclusion for all and we welcome everyone to be part of our diverse workforce.
Department Website: http://www.ftb.ca.gov
Special Requirements
- The position(s) require(s) a Background Investigation be cleared prior to being hired.
This business uses E-Verify in its hiring practices to achieve a lawful workforce. E-Verify is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. For more information about E-Verify, please go to www.dhs.gov/e-verify.
CALIFORNIA CODE OF REGULATION, SECTION 172: All candidates for, appointees to, and employees in the state civil service shall possess the general qualifications of integrity, honesty, sobriety, dependability, industry, thoroughness, accuracy, good judgment, initiative, resourcefulness, courtesy, ability to work cooperatively with others, willingness and ability to assume the responsibilities and to conform to the conditions of work characteristic of the employment, and a state of health, consistent with the ability to perform the assigned duties of the class. Where the position requires the driving of an automobile, the employee must have a valid state driver's license, a good driving record and is expected to drive the car safely. The foregoing general qualifications shall be deemed to be a part of the personal characteristics of the minimum qualifications of each class specification and need not be specifically set forth therein.
**IMPORTANT NOTICE** As required by the department's rules of conduct, all employees of the Franchise Tax Board (FTB) must be in compliance with the California Revenue and Taxation Code. During the background investigation portion of the hiring process, FTB will review return information to verify California state income tax compliance. Any failure to comply with the California Revenue and Taxation Code may prevent you from being hired at FTB. You must verify your filing status by calling 1-800-852-5711 to resolve any potential tax compliance issues, prior to submitting your application and seeking employment with FTB. All applicants not currently employed with the Franchise Tax Board will be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice to disclose criminal records. We comply with the Americans with Disabilities Act. Persons with hearing or speech impairments, call TTY/TDD (800) 735-2929.
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: 4/6/2024Who May Apply
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
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
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 required and must be included.
Desirable Qualifications
- Ability to interpret and accurately explain complex provisions of the California Revenue and Taxation Code, the Internal
- Revenue Code, tax policy memorandum, public service bulletins, and other operating procedures
- In-depth knowledge of: personal income tax law, business entity income tax law, filing requirements and procedures (including electronic filing options), filing enforcement practices, audit requirements, collection activities, and taxpayer privacy and data confidentiality requirements
- Understanding of the full range of taxpayer requirements and services and the ability to explain these to taxpayers and tax preparation professionals, in a manner that is explicit, professional, courteous, and responsive to the customer's needs
- Completed Filing Services Bureau Official 10 to 12 week Personal Income Tax (PIT) and 6 to 8 week Business Entity (BE) Training courses, or comparable PIT and BE training courses
- Extensive knowledge and experience in BE tax and PIT laws and procedures
- Working knowledge and experience with Business Entities Tax System (BETS), Taxpayer Information (TI) System, PIT
- Accounts Receivable Collection System (ARCS), BE ARCS, Taxpayer Folder, Case Management (CM), and dependent systems, or comparable tax accounting software and systems
- Working experience performing transactions in the following FTB PIT systems: TI, PIT ARCS, PIT INC, or comparable tax accounting systems
- Working experience performing transactions in the following FTB BE systems, BETS, BE ARCS, BE INC, or comparable tax accounting software/systems
- Knowledge and experience with Qfiniti, or a comparable phone call monitoring and evaluation system
- Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Experience working in a contact center (telephone, correspondence, and/or chat)
- Ability to lead, mentor, and train others
- Energetic with a positive attitude
- Excellent verbal and written communication skills
- Excellent CUSTOMER SERVICE skills
- Effective interpersonal skills
- Strong analytical and problem solving skills
- Ability to effectively deal with the public and establish and maintain positive working relationships
- Ability to work independently and in a team environment while demonstrating initiative, integrity, ownership, and accountability
Benefits
In addition, Franchise Tax Board offers the following:
- Convenient transportation and commuting options include: Light Rail stop, bicycle lockers, free parking, and carpool/vanpool opportunities
- On site conveniences include: A variety of dining options
Contact Information
The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position.
Department Website: http://www.ftb.ca.gov
Human Resources Contact:
Classification and Hiring
(916) 845-3608
Hiring Unit Contact:
Joseph Salais/ FDHT
(916) 845-6502
joseph.salais@ftb.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 Office
(916) 845-2860
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.
Additional Application Instructions
A complete application package must be received in the Classification & Hiring Unit or postmarked by the final filing date and must include:
- Completed employment information on the STD. 678, including the “From” and “To” dates, “Hours Per Week,” and “Duties Performed" fields for all jobs listed in the “Employment History” fields (resumes do not take the place of these fields on the STD. 678)
- All of the required documents listed in the “Required Application Package Documents” section
- The position number and job control number in the job title line of the STD. 678, if submitting a paper application package (these numbers will auto-populate in the job title line of the STD. 678 if submitting an electronic application through your CalCareer Account)
- A signature, if submitting a paper application package
Candidates who do not follow all of the listed application instructions may be eliminated from the selection process. All submitted information will be screened and the most qualified candidates will be invited to an interview.
Electronic applications submitted through your CalCareer Account are highly recommended. If you are unable to apply electronically through your CalCareer Account, please mail a completed and signed STD. 678 and application package to the mailing address provided above in the “Application Instructions” section.
Do not include full Social Security Number, method of eligibility, and LEAP information in your application package.
EXAMINATION INFORMATION
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.
