Link to Dept Website

Salary: $2,817.00 - $4,446.00
Posted: 04/24/2013

Job Description:
**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.

The Santa Ana and Los Angeles Field offices are searching for talented individuals to join our team. Under the general direction of the Santa Ana Public Counter Lead and Los Angeles Public Counter Lead and the Southern Region Public Counter Supervisors you will be responsible for the most complex and sensitive Public Counter contacts involving Filing Program issues in both the Personal & Business income tax areas. As the counter’s technical expert you determine the correctness of and explain notices, billings and the basis of tax assessments. You act as a resource person to the less experienced Counter staff as they assist tax professionals, irate customers or customers with complex tax account problems. You may assist the Southern Region Vita Coordinator for the VITA Program. Vacancies exist in the Santa Ana and Los Angeles Field Offices.


  • Working knowledge and experience in PIT and BE laws and procedures.
  • Working knowledge and experience with the Taxpayer Information System (TI), Business Entities Tax System (BETS), ARCS and dependent systems.
  • Strong oral and written communication skills.
  • Strong Time management skills and the ability to handle changing priorities, work at a hectic pace, and handle multiple tasks
  • Strong problem-solving skills and ability to analyze and explain complex issues.
  • Ability to work independently and in teams and establish and maintain good working relationships with coworkers.
  • Excellent customer service skills, ability to deal effectively with the public.
  • Dependable, good attendance.
  • Working knowledge of a Personal Computer, including Word, Outlook, and Excel.
  • Knowledge of TI, BETS, ARCS and BE ARCS.

Current state employees with status in the above classification or lateral transfers from an equivalent class, former state employees who can reinstate into this class or persons who are reachable on a current employment list for this classification. A training and development assignment (T & D) may also be considered. All appointments are subject to SROA/Surplus hiring provisions. Surplus candidates must submit an application packet as outlined in this bulletin with a copy of their surplus status letter in order to be considered.

Interested applicants must submit ALL of the following documents:

*A completed application includes the position title, position number and contact person’s name in the job title line. Candidates who do not submit all of the required documents (incomplete application packages) will be eliminated from the selection process. All submitted information will be screened and the most qualified candidates will be invited to an interview. FTB EMPLOYEES MUST HAND DELIVER OR ROUTE TO: Annette Gallo-Haakma at M/S L-19. Candidates not currently employed by the Franchise Tax Board must send their application package to the address shown below. Multiple positions may exist for this vacancy.

Additional Information:

Working Title Position Number
Customer Service Specialist 564 - 646 - 1009 - 002
Location County
Field & Complex Account Collection Bureau, Southern Region Multiple
Timebase Tenure
Full Time Permanent   month(s)
Final Filing Date: Department Link:
Contact Unit/Address Contact Name/Phone
Exam Unit
P.O. Box 550
Sacramento, CA 95812-0550
Annette Gallo-Haakma
(619) 688-2579

Special Requirements:
Background Check Required

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Notice: If you are not a current or former State employee, you must first take an examination to obtain list eligibility. This does not apply to Student Assistant vacancies. Learn all about it.

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.