Overpayments and Collections Analyst I/II (Open)

Description

The County of San Mateo Human Services Agency (HSA) is seeking qualified applicants for the position of Overpayments and Collections Analyst I/II in the Program Integrity and Community Services Branch, Overpayments and Collections Unit, located at 500 County Center, 2nd Floor, Redwood City, CA.

The Overpayments and Collections Analyst I/II position, under general supervision, performs a variety of tasks and support in the following activities in relation to overpayments and collections: benefit issuances, reconciling trust funds, tax intercept, Income and Eligibility Verification System (IEVS) abstracts, overpayments establishment; as well as other collections activities including assisting with the coordination of oversight over cash, credit and bank transactions as they relate to collection activities in the statewide welfare system, CalSAWS.

The Overpayments and Collections Analyst I/II will assist Leads and Supervisors in the unit and participate in the analysis of a wide variety of moderate to complex administrative problems and make effective recommendations. The Overpayments and Collections Analyst I/II will analyze programmatic requirements in order to provide support for planning and potential process improvements, as applicable.

Ideal Candidate:
The Overpayments and Collections Analyst I/II will perform duties in a highly specialized functional area of public assistance. This position requires a thorough knowledge of eligibility policies, procedures and regulations for all public assistance programs including but not limited to CalFresh, CalWORKs, Foster Care, General Assistance (GA), Cash Assistance Program for Immigrants (CAPI) and other public welfare programs. Strong writing, comprehension, editing, mathematical and analytical skills as well as superior interpersonal and presentation skills are critical and required. The successful candidate will have experience working with a wide variety of stakeholders within the County, the Department, and be expected to participate with Statewide stakeholders in relevant areas.

The candidate must demonstrate a consistent and reliable attendance record, must be available and present when scheduled to work, will be a self-motivated, highly analytical, and strategic thinker with the ability to solve business problems and deliver insights that enable timely and effective operational decision-making. The position works with cross-functional teams of the organization in support of the development, execution, and monitoring of programmatic, administrative, facility, and technological areas.

DISTINGUISHING CHARACTERISTICS

The Overpayments and Collections Analyst Series is a highly specialized classification requiring a thorough knowledge of eligibility policies, procedures and regulations for all public assistance programs in order to perform, audit and eligibility re-calculations for validation, and determination of overpayments for all public assistance programs.

Under general supervision, the Overpayments and Collections Analyst I/II conducts impartial and comprehensive case reviews and audits for early fraud detection and cost avoidance; performs research and analysis for identifying and recovering welfare benefit overpayments, overissuances, and debt collections; performs account reconciliation, debt recovery, and collection of overpayments and overissuances of welfare benefits, provides verbal and written reports explaining issues, errors and corrective actions; takes information from a wide variety of sources and compiles a succinct summary of a case profile for case notes to be used as reference for Fair Hearings or Special Investigations requests; must have excellent writing and narrative skills; prepares and enforces legal requirements for repayments, liens, writs, small claims, and other legal communications between external entities with County Counsel direction; provides support and information regarding the case to Special Investigations and Fair Hearings units, and to staff of the District Attorney's office, as needed; and performs related duties as assigned.

Overpayments and Collections Analyst I is the entry level in the Overpayments and Collections Analyst Series. Under immediate supervision, incumbents receive training in the methods used in evaluating cases and audits for early fraud detection and cost avoidance; and the application of regulations and procedures to identify and recover welfare benefit overpayments, overissuances, and debt collections. Incumbents at this level are expected to promote to Overpayments and Collections Analyst II upon gaining experience and demonstrating the required competencies.

Overpayments and Collections Analyst II is the journey level in the Overpayments and Collections Analyst Series. Under general supervision, incumbents are responsible for conducting case reviews and performing account reconciliation, debt recovery, and collection of overpayments and overissuances of welfare benefits. Incumbents are expected to have full knowledge of applicable regulations and procedures, work independently within guidelines, and use good judgment in making decisions.

NOTE: The list created from this recruitment may be used to fill current and future extra help/limited term or temporary and/or permanent vacancies.

Examples Of Duties

Duties, may include, but are not limited to, the following:

• Identify issues and problems and propose solutions for overpayments, overissuances, and debt collections.
• Explain policies, procedures and prepare correspondence to clients, employers, and other stakeholders as required.
• Prepare memos to department supervisors and staff explaining issues, errors and corrective actions.
• Make verbal and written reports of findings to staff, supervisors and managers.
• Enter, update, and maintain case narratives, payments, and other relevant case information into various Federal, State and local public assistance, collection, and other ancillary data systems as appropriate.
• Apply laws, regulations, and policies to determine appropriate overpayment and overissuance recovery procedures and collection activities.
• Attend State, Local, Departmental and Regional meetings and workgroups regarding program and policy changes related to State, and Federal Laws, as assigned.
• Perform customer service duties, including client and stakeholder contacts, written and oral communications, both in person and remotely.
• Follow office protocols and operating procedures and policies.
• Assist supervisor with any projects as assigned.
• Perform related duties as assigned.

In the Overpayments and Collections function, duties may also include:

• Review and audit case eligibility and validate client benefits, including Integrated Fraud Detection cases.
• Request income verification from applicants/recipients, employers, and third parties.
• Create and validate claims after case review and analysis.
• Initiate and coordinate overpayment and overissuance recovery activities with other units and departments, criminal and civil courts, and bankruptcy courts
• Perform assignments in eligibility determination, including reviews and audits, legal enforcement and collections, quality control, court case preparation and support, providing training to Eligibility staff on overpayments, overissuances, and debt collection.
• Review client case records to ensure accuracy, proper application of policies, regulations, timeliness of notices of action, identify actions taken by the County, and assess whether benefits were appropriately determined and issued.
• Monitor and ensure appropriateness and accuracy of overpayment and overissuance records.
• Update and revise claims resulting from court adjudications and Fair Hearings administrative determinations.
• Provide support and case details for court and hearing preparation.
• May provide subject matter expertise in preparation for consultation with the District Attorney's Office in the prosecution of welfare fraud cases.
• Follow office protocols and operating procedures and policies.

Qualifications
Knowledge of:

• Principles and procedures of eligibility determination.
• Functions of public social services.
• Investigative and interviewing techniques.
• Principles and practices of Overpayments and Collections.
• Principles, procedures and techniques of collections and credit investigation work, including sources of information available in skip-tracing and collection.
• Laws, regulations, ordinances and codes related to the legal collection of debts, probate, seizure of property, real property transactions and bankruptcy.
• De-escalation techniques with difficult situations and clients.
• Basic accounting and financial record keeping principles and practices.
• Correct English usage, including spelling, grammar and punctuation for business writing.
• Office procedures, practices, and the operation of standard office equipment.

Skill/Ability to :

• Comprehend and evaluate evidence of possible intentional fraudulent activities.
• Resolve casework problems and make recommendations for solution.
• Plan, coordinate and implement administrative and programmatic research and analysis.
• Gather, analyze, correlate, and evaluate observed facts and evidence.
• Interpret and apply welfare and various laws, rules, regulations and requirements.
• Maintain thorough and up-to-date knowledge of Federal, State and County rules, regulations, policies and procedures related to eligibility for public assistance programs.
• Understand and follow the principles of collection and recoupment provisions and procedures.
• Communicate effectively orally and in writing with people of diverse backgrounds and cultures.
• Establish and maintain effective working relationships with those contacted in the course of the work.
• Interview effectively and secure the cooperation of customers in obtaining pertinent personal information.
• Proficiency in utilization of database, data processing systems and search applications.
• Prepare, maintain and interpret reports and records.
• Organize, keep current and maintain workload within set deadlines.
• Ability to work independently with minimal supervision and instruction, as well as collaboratively as part of a team.
• Excellent organizational skills in handling multiple and competing priorities.
• Flexible, deadline driven, customer service oriented, and ability to work under pressure and with frequent interruptions.
• Exercise thorough independent judgement within general policies and regulatory guidelines.
• Gather information through interview and investigative work, evaluate data, draw valid conclusions and determine strategies for collecting accounts.
• Interpret, apply and explain legal provisions and County policies regarding delinquent accounts.
• Organize and maintain accurate revenue and collection records and files.
• Use initiative and sound independent judgment within established guidelines.
• Prioritize work and coordinate multiple activities.
• Establish and maintain effective working relationships with those contacted in the course of the work, often in stressful situations.

Education and Experience :
Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

Level I: Two years of experience performing public assistance eligibility work in a welfare department or related field.

Level II: One year of experience performing account reconciliation, debt recovery, and overpayment collection work in a welfare department or related field.
Application/Examination
Open. Anyone may apply. A supplemental application form must be submitted in addition to our regular employment application form. The examination process will consist of an application screening based on the candidates' application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%). Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations or further evaluation of work experience may be conducted to group applicants by level of qualification . All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in the County San Mateo, California and applicants must participate at their own expense.

IMPORTANT : Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button. If you are not on the County's website, please go to https://jobs.smcgov.org/ to apply. Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and supplemental questionnaire. Online applications must be received by the Human Resources Department before midnight on the final filing date.

TENTATIVE RECRUITMENT SCHEDULE
Final Filing Date: Monday, May 18. 2026 at 11:59 p.m. PST
Application Screening: Tuesday, May 19, 2026, through Tuesday, May 26, 2026
Combined Panel Interview: Wednesday, June 3, 2026 and/or Thursday, June 4, 2026

About the County
San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, County of San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically, and linguistically diverse communities.

The County of San Mateo, as an employer, is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply.

The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity, and inclusion at all levels.


Analyst: Arlene Cahill (Overpayments and Collections Analyst I/II - G074/G075)

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• County of San Mateo Human Resources Department

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