Job Description

Job Description and Duties

Anticipated Interview Dates: We anticipate Virtual interviews being held beginning the week of December 8, 2025. We look forward to meeting with you!

Telework Information: Act quickly to apply for this position, which is designated as full-time remote, with a requirement to occasionally report to the office.

Sponsorship
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for visa sponsorship. CalPERS does not participate in E-Verify for employment authorization purposes.

Effective July 1, 2025, The California Department of Human Resources (CalHR) implemented the Personal Leave Program 2025 (PLP 2025). PLP 2025 directs that each employee shall receive a 3 percent reduction in pay in exchange for 5 hours PLP 2025 leave credits, monthly. The salary range(s) included in the job advertisement do not reflect the 3 percent reduction in pay.

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

Under the supervision of the Staff Services Manager I (SSM I), and working with Division Management, the AGPA performs work of average difficulty in a wide variety of consultative and analytical duties to support the customer service goals and objectives of the CXD and CalPERS and applies Public Employees’ Retirement Law (PERL) and Public Employees’ Medical Health Care Act (PEMHCA) provisions to provide assistance to active and retired members, employers, beneficiaries, and the general public.

Success in this position requires the ability to manage time, and closely follow daily schedule expectations where the typical day consists of seven hours responding to customers on the phone, effectively and efficiently handling difficult calls in a professional and courteous manner to achieve final call resolution, while providing excellent service.

How did you hear about this position? Tell us in this brief survey .

You will find additional information about the job in the .

Special Requirements

Statement of Qualifications

Please provide a Statement of Qualifications (SOQ) for the hiring manager’s review. Applications received without an SOQ or those that do not respond to the specific questions below will not be considered.

The SOQ must be typed, titled “Statement of Qualifications,” and each response must be numbered and list all relevant experience, education, and training, including places of employment, dates, and duties performed. The SOQ must not exceed two page(s) in length and must have Arial font 12 point.

1. Please describe your relative experience, specific role, and duration of time you’ve worked handling escalated contact center calls.
2. Describe your experience working in fast-paced contact center environments as next level support.
3. Describe how you exercise a high degree of independence and responsibility in your current/previous position while maintaining accuracy and efficiency.
4. Describe a time when you were the go-to person on your team for support or guidance on a project or assignment.

Minimum Qualifications

All experience and education relating to the Minimum Qualifications (MQs) listed on the Classification Specification should be included in your application package to clearly demonstrate how you meet the MQs for this position. If you are using education to meet MQs, please include your transcripts with your application package. If you have a degree from outside of the United States, you must submit an evaluation of this degree to determine the US equivalency. If you need an evaluation, you can visit the National Association of Credential Evaluation Services (NACES) website to find organizations that provide these services. The Classification Specification is located on this Job Posting under "Minimum Requirements."

Please Note: You may need to pass an examination to establish list eligibility prior to a final offer of employment. To find and take an exam, visit CalHR’s CalCareers website .

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:

• Customer Service oriented, demonstrates professional customer service skills, and strong interpersonal skills 
• Able to interpret and apply data
• Adhere to monthly performance expectations 
• Excellent attendance and punctuality
• Exemplifies a positive attitude, flexibility, and dependability in all workplace activities
• Demonstrates excellent verbal and written communication skills with strong organizational skills

Benefits

CalPERS team members are eligible for a number of benefits. Health benefits and leave programs are available for most team members. Benefit eligibility may depend on length of service and collective bargaining agreements.

Some added benefits CalPERS offers include:

• Alternate Work Schedules
• Flexible Work Hours
• Onsite childcare facility
• Onsite fitness center
• Onsite café and nearby restaurants
• Free onsite parking available Mondays and Fridays, subject to change
• Free offsite parking available with shuttle service Tuesdays, Wednesdays and Thursdays

For more details about employee benefits, visit the California Department of Human Resources website.

Additional Information

Live Scan
Candidates not currently employed at CalPERS are required to submit to a criminal history review process utilizing Live Scan fingerprinting.

CalPERS Disclosure Requirements
If employed, you may be subject to rules imposed by Personal Trading Regulations and Conflict of Interest Code that apply to CalPERS team members, which require disclosure of certain investment information and use of a designated trading platform for securities transactions, as well as filing a Statement of Economic Interest (Form 700)

Sponsorship
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for visa sponsorship. CalPERS does not participate in E-Verify for employment authorization purposes.

Please do not include any confidential information on any documents in your application package. Confidential information that should be excluded or removed from these documents include, but is not limited to, your social security number, date of birth, marital status, personal photos, a copy of your driver’s license, equal employment opportunity data, examination scores, and LEAP status.

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.
• Statement of Qualifications - In addition to completing your online job application, you must provide a Statement of Qualifications (SOQ) for the hiring manager’s review. Please see the Special Requirements section for instructions and questions for the SOQ. Applications received without an SOQ will not be considered .

Job Tags

Permanent employment, Full time, Work at office, Monday to Friday, Flexible hours,

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