Court Operations Specialist, Ramsey County, Criminal Division

The Second Judicial District Criminal Division Customer Service Team is accepting applications for a customer service and financial processing focused Court Operations Specialist. The Criminal Division Customer Service Team provides customers with a professional, fair, impartial, and accessible court experience.

This position involves advanced court operations work supporting customer service and financial processing for all criminal cases, including parking and traffic. Under the general supervision of a Court Operations Supervisor, this role serves as a subject matter expert, trains new and existing employees on customer service and financial procedures, performs quality assurance checks, updates supervisor on employee progress and trends, and handles complex case updates.

Work requires a high level of independence in handling assignments, ability to manage competing demands, dedication to providing excellent customer service, and considerable knowledge of customer service and financial court operations in accordance with instructions, rules of court, state statutes, court and office policies, and procedures. This position works collaboratively with other Court Operations Specialists, Court Operations Lead Workers, and Court Operations Supervisors in the Criminal Division and has daily contact with court case parties, court staff, attorneys, judicial officers, and the public.

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.

Responsibilities

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

• Performs the full range of court operations work within the criminal division customer service area; which includes providing assistance to customers in-person, over the phone, by mail, and/or electronically regarding citations and/or cases in Ramsey District Court; providing assistance and information regarding fine amounts, fine payments, hearing officer appointments, court dates, and other court information; performing financial activities, and reviewing reports and taking necessary action in accordance with established procedures and/or court rules.
• Serve as a subject matter expert for Criminal Division customer service team and resource for court operations staff, using advanced knowledge and expertise to answer questions, address complex or unique case processing situations, and solve problems; access a variety of resources to research problems and consult with supervisor on identified issues or trends.
• Train new court operations staff on procedures; provides training on new or changed processes or systems; prepares and/or creates training materials as applicable; spot checks employee work to ensure understanding; may work with employees to correct errors or issues; and will provide training across division.
• Provides input on workflow and process improvements; makes suggestions for improved methods; serves as a change influencer.
• Attend and participates in division/team meetings and trainings; maintains knowledge of court policies, processes, and procedures.
• Participates in and serves as a subject matter expert for local projects, workgroups, or committees.
• Utilizes applicable technology (i.e. operating and information systems and/or programs) and office equipment to perform and complete work assignments.
• Determine processing required and take necessary action in accordance with court rules.
• Communicate effectively with co-workers, court case parties, court staff, attorneys, judicial officers, and the public.
Provide back-up for other associate positions.

Minimum Qualifications

The Minnesota Judicial Branch recognizes the diverse set of skills, strengths, and attributes that an individual may bring into a role. If you have any combination of the experience, training, and education required for this position, please consider applying.

• Graduation from approved high school or equivalent.
• A minimum of eighteen months experience as a Court Operations Associate or equivalent.
• Experience providing excellent face-to-face and telephone customer service in challenging situations.
• Experience processing financial transactions; specifically handling cash and credit card transactions.
• 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.
• Demonstrated 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.

Knowledge, Skills, and Abilities

• Knowledge of and adherence to court procedures and policies.
• Knowledge of organization, operation, function, jurisdiction of the court, legal terminology, case management system, and customer service practices.
• 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 concisely and effectively, both verbally and in writing, as well as comprehend 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.
• Ability to establish and maintain effective working relationships with co-workers, customers, judicial officers, justice partners and others.
• Ability to learn, adapt, and utilize new technology.
• Ability to take direction and maintain a professional and positive attitude through challenging circumstances.
• Ability to work under pressure in a high -volume, fast-paced work environment while managing competing demands and assuring timeliness and accuracy.
• Ability to exercise independent judgment, organizational, and decision making skills.
Ability to work independently and as part of a team to achieve desired results and commitments.

Preferred Qualifications

• Considerable knowledge of court procedures and policies;
• Experience with criminal, traffic, and parking offenses;
Excellent attendance and punctuality.

Working Conditions

This role combines service counter work, phone support, and administrative tasks. The work is primarily sedentary with occasional walking, standing, and carrying items up to 25 pounds. You may encounter customers experiencing stress or frustration, and some case records may contain sensitive content.

Instructions to Apply:

This AFSCME-represented position is posted for bidding and internal/external application simultaneously and will be filled in accordance with the AFSCME contract.

All employment offers are contingent upon satisfactory results of a criminal background check. An employment offer may be rescinded if the background check identifies job related convictions.

ABOUT US

Why Work for Us?

Minnesota Judicial Branch employees consistently express pride in their public service and in the quality of programs and services provided to customers, as well as appreciation for the teamwork and collaboration that is promoted within the MJB. We celebrate and are committed to the principles of diversity and inclusion, and actively seek and value diversity in professional background and cultural characteristics. We are intentional and mindful about the organizational culture we are building, seeking broad-minded individuals with robust capabilities who value supporting one another’s growth.

Employee Benefits

The Minnesota Judicial Branch cares about and invests in you as an employee. Because of that, we offer affordable yet competitive benefits to support you and your family’s wellbeing. Our comprehensive benefits package for eligible employees includes health and wellness benefits, enhanced fertility benefits, short- and long-term disability, pension, paid parental leave, tuition reimbursement, and more. Learn more at Employee Benefits - Career Opportunities - State Court Administrator's Office . Minnesota Judicial Branch employees may also be eligible for the Public Service Loan Forgiveness program. This federal program allows qualified individuals to have their loans forgiven after meeting certain requirements working in public service. You can learn more about this program from the Minnesota Office of Higher Education and the office of Federal Student Aid.

Equal Employment Opportunity

It is the policy of the Minnesota Judicial Branch that all decisions regarding employment are made without discrimination on the basis of disability. Please let us know if you need a reasonable accommodation for a disability to participate in the employee selection process by contacting Human Resources at 2ndHR@courts.state.mn.us . The Minnesota Judicial Branch is an Equal Opportunity Employer. It is the policy of the Minnesota Judicial Branch that all decisions regarding recruitment, hiring, promotions, and other terms and conditions of employment be made without discrimination on the grounds of race, color, creed, religion, national origin, gender, marital status, status with regard to public assistance, membership or activity in a local human rights commission, disability, sexual orientation, or age. We value and encourage applicants from diverse backgrounds.

Internal Applicants

If you are a current employee of the Minnesota Judicial Branch, please apply to open positions conveniently through your Oracle account by visiting Opportunity Marketplace - Browse Opportunities .

Questions:

Please contact Human Resources at 2nddistrictHR@courts.state.mn.us with questions regarding this position .