Court Support Specialist II

City of Atlanta•Atlanta, GA

About The Position

Under direct supervision, incumbents perform specialized customer care in the areas of fine and fee collection; bail bond administration; case calendaring support; technical administrative support and resolving complex customer service issues as first point-of-contact for most court visitors. Incumbents receive, examine, prepare, and process a variety of legal documents in support of court operations, perform and perform related duties as required. This classification is the first level in a three-level progressive classification series.

Requirements

High school diploma or GED required.
Three [3] to five [5] years of face-to-face customer care experience, preferably in a high-volume hospitality or a judiciary environment handling financial transactions and/or performing accounting functions; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Has knowledge of cash collection procedures and related practices, policies and procedures as necessary in the completion of daily responsibilities.
Has a strong face-to-face customer service and phone etiquette skill.
Is able to work with all types of personalities demonstrating a calm, patient and hospitable demeanor on a daily basis.
Is able to communicate in a confident and energetic manner.
Is able to display an approachable disposition.
Is capable of handling and successfully completing multiple, sometimes conflicting, tasks.
Is solution-focused and demonstrates the ability to identify and solve standard problems and refer more complex issues to appropriate staff.
Is able to research and problem-solve using basic internal and external network resources (documentation and internet).
Is capable of working under a high degree of stress related to duties that require work with customers with difficult or complex issues.
Is proficient with basic productivity software, such as the Microsoft Office suite of applications (Word, Excel, and Outlook).
Has the ability to establish and maintain constructive working relationships with coworkers as well as representatives of other departments and agencies.
Has general knowledge of the procedures and clerical duties as they pertain to the operation of a court.
Has the ability to compile, organize, prepare and maintain an assortment of records, reports and information in an effective manner and according to court operations and regulations.
Has good knowledge of the terminology used within the court system.
Has the ability to communicate effectively with judges, supervisors, other staff members, the general public and other groups involved in activities associated with court operations and law enforcement.
Has the ability to use independent judgment in routine and non-routine situations.
Has the mathematical ability to handle required calculations.
Is able to utilize and understand computer applications and techniques as necessary in the completion of daily assignments.
Has the ability to plan, organize and prioritize daily assignments and work activities.
Is able to comprehend and apply regulations and procedures of the department.

Nice To Haves

Same as Minimum.
Team leadership experience.

Responsibilities

Acting as first point of contact for court visitors seeking customer care, assessing needs as necessary for providing legally appropriate guidance.
Investigating and resolving customer care issues using prescribed city, court and other related policies, procedures, rules and codes.
Researching case information to provide accurate inquiry responses and problem resolution.
Determining and communicating appropriate sentencing compliance information.
Collecting and applying fines and fees to applicable cases.
Updating court records related to transactions performed or requested actions (such as calendaring cases) within court policy.
Ensures transaction quality control on a daily basis.
Filing, copying, scanning, sorting and generating court-related documents.
Providing customer service to patrons via the phone.
Work on special projects when needed as determined by department and court management.