Court Operations Associate - Ramsey County - Criminal Division Customer Service - Minnesota Judicial Branch

The Second Judicial District Criminal/Traffic Division is accepting applications for the position of Court Operations Associate in the Violations Bureau, 15 W. Kellogg Blvd, Room 130. 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 is a hybrid role working both on-site and remotely, depending on business needs. 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.

• 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. 
• 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.
• Review reports and take necessary action in accordance with established procedures and/or court rules.
• Review public defender applications.
• 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.

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.  
• At least six months previous experience providing excellent customer service in challenging situations.
• 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

• 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;
• 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 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 

• Ability to communicate and work respectfully with people from diverse backgrounds.
• At least one-year of experience processing financial transactions, specifically handling cash and credit card transactions with the public.
• Bilingual language skills to assist court users in languages other than English that are commonly spoken by Ramsey County court users, including Hmong, Somali, Spanish, and Karen.

Working Conditions
This position provides a high volume of customer service in-person at the service counter and over the phone. Work involves contact with persons who may be confused, upset, angry, abusive, or threatening. Work may involve exposure to calls and case records that may be disturbing.

Physical Demands
Work is essentially sedentary with occasional walking, standing, bending, and carrying items up to 25 pounds. Some assignments may require periods of extended sitting, standing, or computer use.

To Apply
Please apply through your Oracle account clicking on your desktop icon, then “Me” and “Current Jobs”. Please attach your resume and cover letter.

This AFSCME CAT bargaining unit represented position is posted for internal and external application. The deadline for bidding/internal application, per article 14 of the collective bargaining agreement between the Minnesota Judicial Branch and AFSCME, is October 20, 2024, at 11:59 p.m. Permanent, non-probationary employees shall be eligible to bid on any vacancy in the Bargaining Unit for which they are qualified as determined by the Employer. In accordance with the AFSCME labor agreement, a successful bidder shall serve a probationary period. Current AFSCME CAT represented employees must have served a minimum of six (6) months in their current position and be in good standing to be eligible to apply.

Interviews
Interviews will be held remotely via Zoom October 28, 2024, through October 30, 2024. 

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