Minnesota Court Payment Center Clerk

The Minnesota Judicial Branch is pleased to announce openings in the Court Services Division for two (2) full-time, permanent Court Payment Center Clerks with the MN Court Payment Center (CPC).  CPC staff initiate citations received from law enforcement and provide telephone and email support to court customers statewide, who have questions about citations and submitting electronic payments. The goal of the CPC is to provide professional, accurate, and thorough assistance to members of the public in a way that meets the vision and mission of the Minnesota Judicial Branch.

Example of Job Duties:

The following are examples of major job duties expected for this position to perform, acting under the direction of the MN Court Payment Center manager or lead worker. 

• Respond to a high volume of incoming telephone calls and emails from members of the public regarding citations, including scheduling hearing officer appointments and providing information on case payment options. Engage Language Line staff and supervisory staff, when appropriate.
• Research relevant resource materials as needed, to deliver service accurately and per established performance metrics and guidelines, and document customer inquiries per documentation standards.
• Refer callers to additional resources and subject matter experts including court administration, accounting staff, or other agencies, as appropriate. 
• Quickly, accurately, and consistently initiate cases in the courts case information system (MNCIS) from citations filed by law enforcement. 
• Process quality assurance reports.

Typical Qualifications:

Any combination of education, training, and work experience that indicates possession of the knowledge, skills, and abilities listed below will be considered.

Minimum Qualifications:

• Graduation from high school, or equivalent.
• At least 6 months of previous professional office experience, handling high volume incoming customer calls (call center environment) using ACD (automated call distribution) software.
• Access to reliable, high-speed internet capable of successful remote access to the Judicial Branch network.
• Ability to attend in person new employee orientation and training sessions.

Preferred Qualifications:

• Associate or bachelor’s degree in relevant field of study.
• 5+ years of customer service experience in a related field. 
• 2+ years of experience working in a high-volume, high performance call center. 
• Experience troubleshooting technical issues independently in a remote environment.
• Experience working with the courts Case Information System (MNCIS).
• Fluency in a second language.

Knowledge, Skills, and Abilities:

• Utilize excellent customer service skills in an inclusive, multi-cultural environment, to effectively support individuals with limited experience with the judicial system, respond to a large volume of customer inquiries quickly and accurately, and initiate cases in the courts case information system (MNCIS) from citations filed by law enforcement.  
• Skilled at navigating difficult situations and resolving conflict in a respectful and courteous manner.
• Ability to expertly navigate a personal computer, using multiple applications concurrently while actively listening and accurately documenting inquiry details with minimal errors.
• Ability to establish and maintain effective working relationships with others, including co-workers, supervisor, and leadership.  Strong team player.
• Ability to adapt to changing business needs, case types, or service delivery methods.
• Ability to handle sensitive and confidential matters and cases appropriately and in compliance with all applicable court rules, policies, and statutes.
• Ability to learn and explain rules of court, state statutes or local ordinances, case processing, policies, and procedures in the area of court assigned.

Salary: The expected starting salary range is $21.64 - $26.53 per hour ($45,184-$55,395 annually). The full salary range for this position is $21.64 - $31.41 per hour ($45,184-$65,584 annually).  This position is non-exempt under the Fair Labor Standards Act and is eligible for state of MN benefits. 

Supplemental Information:

Position Logistics: