Court Operations Associate, Ramsey County, Criminal Division

The Second Judicial District Criminal/Traffic Division is accepting applications for a customer service focused Court Operations Associate
.

Court Operations Associates work individually and in teams to provide customers with a professional, fair, impartial, and accessible court experience. This position provides a high volume of customer service in-person at the service counter and over the phone for all criminal cases, including parking and traffic. This role requires dedication to providing excellent customer service, strong attention to detail, and the application of sound, quick, independent judgment.

Work requires the exercise of judgment in accordance with instructions, rules of court, state statutes, court and office policies, and procedures. Work is evaluated for accuracy, completeness, timeliness, and adherence to guidelines and requirements. Positions in this classification receive occasional assistance as new or unusual situations arise. Advice and assistance will normally be provided by a Court Operations Supervisor, a Court Operations Lead Worker and/or a Court Operations Specialist.

This position will work onsite and remotely, depending on business need. This position will travel to all court locations in Ramsey County including the Law Enforcement Center, the Kellogg (St. Paul) Courthouse, and the Suburban Courthouse. A reliable internet connection will be required if working remotely.

The following are examples of major job duties expected of this position.

• Perform financial activities, including receipting of payments, reconciling own cash drawer, and handling and reconciling monies.
• Answer telephone calls and inquiries from the public regarding citations and/or cases in Ramsey District Court; provide assistance, information, and instructions to callers regarding fine amounts, fine payments, hearing officer appointments, court dates, and other court information.
• Review reports and take necessary action in accordance with established procedures and/or court rules.
• Accurately enter required permanent court record information such as case/citation events, activity, and documents on appropriate computer system.
• Determine processing required and take necessary action in accordance with court rules or refers highly complex matters to a Court Operations Supervisor, Lead worker, and/or Specialist.
• Provide assistance to customers in-person, over the phone, by mail, and/or electronically quickly and courteously, in accordance with data privacy regulations and the most current rules/policies.
• Communicate effectively with co-workers, court case parties, court staff, attorneys, judicial officers, and the public.
• Attend and participates in division/team meetings and trainings; maintains knowledge of court policies, process, and procedures.

• Graduation from approved high school or equivalent.
• At least six months previous experience providing excellent customer service in challenging situations.
• Demonstrated ability to handle multiple tasks while meeting a high customer service demand and a high level of accuracy.
• Ability to establish and maintain effective working relationships with others.
• Ability to learn computer programs and technology.
• Must be able to work at multiple locations and be able to travel between multiple locations within same day.
• Access to reliable internet connection while working remotely.

• Effective customer service and interpersonal skills, with the ability to maintain a calm professional demeanor, diffuse difficult customer service interactions, and work respectfully with people from diverse backgrounds.
• Ability to communicate effectively, both verbally and in writing, as well as understand and follow verbal and written instruction.
• Ability and willingness to remain flexible and adapt to ever-changing priorities, procedures, and job assignments.
• Ability to handle confidential and sensitive information.