Public Trust Representative

SBC•Los Angeles, CA

17h•$66,409 - $102,266•Hybrid

About The Position

The Office of the Public Trust Liaison (OPTL) advocates for State Bar accountability, and ensures that members of the public, applicants for admission, legal consumers, attorneys, and other constituents are able to meaningfully voice their complaints about State Bar action or inaction and receive assistance in having their concerns addressed. The OPTL is a primary point of contact for any individual or agency seeking to provide feedback or suggestions to the State Bar. The OPTL primarily focuses on the State Bar’s admissions and disciplinary functions, but also assists with other areas of the organization. The Contact Center within the OPTL assists State Bar callers through phone and chat and is often the first point of contact with the State Bar. Within the Contact Center, Public Trust Representatives (PTRs) answer questions and resolve matters touching nearly every office within the State Bar. PTRs receive and respond to inquiries and complaints from the general public, State Bar members, State Bar partnering offices, and representatives of outside agencies concerning State Bar programs, services, regulatory obligations, and processes, such as the attorney discipline process, the admissions process, through phone, in-person, email, and other forms of contact. The Office of Public Trust Liaison seeks a Public Trust Representative I-III (PTR) with excellent customer service skills. The PTR will respond to inquiries about State Bar programs and functions and, when applicable, refer the caller to the correct resource or partnering office for resolution. The PTR will also address questions, concerns, or suggestions about improving the discipline or admission systems. The PTR is expected to resolve each inquiry promptly by clarifying issues, researching answers, and implementing solutions.

Requirements

Principles of effective customer service and telephone etiquette.
Effective organizational and time management skills, including prioritization and the ability to multi-task.
Basic techniques of electronic and hard copy record and file organization.
Modern office practices and procedures, including standard computer software such as Microsoft Office and case management system applications.
Problem identification and evaluation principles.
The basic rules of vocabulary, grammar, spelling, and punctuation as specified in Webster’s New Collegiate Dictionary.
Business math for completing non-technical addition, subtraction, multiplication, and division calculations.
Laws, regulations, and codes governing access to and use of confidential information.
Electronic information and database record-keeping systems.
State Bar operations, services, and applicable rules (working knowledge obtained within the introductory period).
Actively listen to inquiries or complaints and solicit necessary information.
Use sound judgment when evaluating various information, identify alternatives, and determine the appropriate response and/or action.
Remain calm and maintain a professional demeanor in conversations with customers who are irate and demanding or may have difficulty expressing themselves.
Demonstrate effective writing and verbal presentation skills.
Communicate clearly and effectively by telephone and in person with individuals.
Obtain and present material in person, by telephone, electronically, and in writing.
Provide excellent customer service at all times.
Learn to prioritize calls and assignments to meet individual and team goals in a fast-paced environment.
Establish and maintain effective working relationships with co-workers, supervisors, other agencies, and members of the public.
Learn to enter and retrieve information from/into a database or case management system and maintain accurate records.
Work independently and in a collaborative team environment.
Learn, retain, and communicate information regarding operations, services, and programs provided by the various State Bar offices, as well as services provided by other agencies to which customers may be referred.
Strong collaboration and communication skills to inform, encourage, and implement impactful initiatives.
Maintain the confidentiality of information and handle sensitive information with discretion.
Principles of effective customer service and telephone etiquette.
Effective organizational and time management skills, including prioritization and the ability to multi-task.
Basic techniques of electronic and hard copy record and file organization.
Modern office practices and procedures, including standard computer software such as Microsoft Office and case management system applications.
Problem identification and evaluation principles.
The basic rules of vocabulary, grammar, spelling and punctuation as specified in Webster’s New Collegiate Dictionary.
Business math for completing non-technical calculations such as addition, subtraction, multiplication and division.
Laws, regulations, and codes governing access to and use of confidential information.
Electronic information and database record keeping systems.
State Bar operations and services, and applicable rules and regulations associated with area of assignment.
Actively listen to inquiries or complaints, solicit necessary information, use sound judgment when evaluating a wide variety of information, identify alternatives, and determine the appropriate response and/or course of action.
Remain calm and maintain a professional demeanor in conversations with customers who are irate and demanding or may have difficulty expressing themselves.
Demonstrate effective writing and verbal presentation skills.
Communicate clearly and effectively by telephone and in person with individuals.
Obtain and present material in person, by telephone, electronically, and in writing.
Provide excellent customer service at all times.
Prioritize calls and assignments to meet individual and team goals in a fast-paced environment.
Establish and maintain effective working relationships with co-workers, supervisors, other agencies, and members of the public.
Enter and retrieve information from/into a database or case management system and maintain accurate records.
Work independently and in a collaborative team environment.
Learn, retain, and communicate information regarding operations, services, and programs provided by the various State Bar departments; as well as, services provided by other agencies to which customers may be referred.
Understand what constitutes legal advice and refrain from providing legal advice.
Maintain confidentiality and handles sensitive information with discretion.
Advanced principles and techniques of effective customer service and telephone etiquette.
Effective organizational and time management skills, including prioritization and the ability to multi-task.
Principles and practices of effective on-the-job training.
Techniques of electronic and hard copy record and file organization.
Modern office practices and procedures, including standard computer software such as Microsoft Office and case management system applications.
Problem identification and evaluation principles.
The basic rules of vocabulary, grammar, spelling and punctuation as specified in Webster’s New Collegiate Dictionary.
Business math for completing non-technical calculations such as addition, subtraction, multiplication and division.
Laws, regulations, and codes governing access to and use of confidential information.
Electronic information and database record keeping systems.
Effective writing skills including reports and letters.
State Bar operations and services, and applicable rules and regulations associated with area of assignment.
Guide and provide direction to Public Trust Representatives in responding to inquiries and complaints.
Actively listen to inquiries or complaints, solicit necessary information, use sound judgment when evaluating a wide variety of information, identify alternatives, and determine the appropriate response and/or course of action.
Remain calm and maintain a professional demeanor in conversations with customers who are irate and demanding or may have difficulty expressing themselves.
Demonstrate effective writing and verbal presentation skills.
Communicate clearly and effectively by telephone and in person with individuals from various socioeconomic backgrounds and cultures in a non-judgmental manner.
Obtain and present material in person, by telephone, electronically, and in writing.
Provide excellent customer service at all times.
Prioritize calls and assignments to meet individual and team goals in a fast-paced environment.
Establish and maintain effective working relationships with co-workers, supervisors, other agencies, and members of the public.
Enter and retrieve information from/into a database or case management system and maintain accurate records.
Work independently and in a collaborative team environment.
Retain and communicate information regarding operations, services, and programs provided by the various State Bar departments, as well as services provided by other agencies to which customers may be referred.
Understand what constitutes legal advice and refrain from providing legal advice.
Strong collaboration and communication skills to inform, encourage, and implement impactful initiatives.
Maintain the confidentiality of information and handle sensitive information with discretion.
Possession of an Associate of Arts or Associate of Science degree or equivalent to two years of college-level coursework from an accredited college or university in a field that provides the required knowledge and abilities.
Minimum one (1) year of clerical, cashiering, or customer services experience that includes heavy public contact. Additional experience in a field that provides the required knowledge and abilities may be substituted for the required education.
Possession of an Associate of Arts or Associate of Science degree or equivalent to two years of college level coursework from an accredited college or university in a field that provides the required knowledge and abilities.
Minimum one (1) year experience as a Public Trust Representative I for the State Bar or two (2) years’ experience receiving and responding to a broad range of inquiries and complaints from the public, requiring knowledge and explanation of a variety of policies, programs and processes. Additional experience in a field that provides the required knowledge and abilities may be substituted for the required education.
Possession of an Associate of Arts or Associate of Science degree or equivalent to two years of college level coursework from an accredited college or university in a field that provides the required knowledge and abilities.
Minimum three (3) years’ experience as a Public Trust Representative II. Additional experience in a field that provides the required knowledge and abilities may be substituted for the required education.

Responsibilities

Receives inquiries and complaints by telephone, email, in-person, and other forms of contact concerning services provided by the State Bar, possible attorney misconduct, State Bar records, and/or State Bar programs, membership, and hotlines.
Listens to the inquiry or complaint, alone or in liaison with a supervisor and/or Public Trust Representative III, and determines the best avenue for the solution of the problem, including whether the individual should be directed to a different department or agency; directs him/her to the appropriate website, publication, phone number, or other sources of information.
Learns and provides accurate information to individuals regarding the functions of the State Bar and services provided, which may include the complaint process, how to submit a complaint, complaint status, application status, and other information, professionally and courteously.
Mails or emails necessary forms or assists individuals with locating forms online.
Assists individuals who have disabilities or are unable to read or write in completing necessary forms.
Assist non-English speaking individuals who seek to file complaints in different languages, with the help of a translation service.
Utilize access to Criminal Offender Record Information to access case files.
Learn how to research inquiries utilizing the State Bar’s case management system or other sources of information.
Enters and updates information in the computer system concerning inquiries and complaints, including entering initial information, records of verbal and written communications concerning an inquiry or complaint, actions taken for resolution, and information necessary for forwarding an inquiry or complaint for further investigation and action.
Must follow up with individuals to request further information and documentation regarding an inquiry or complaint and/or ensure the inquiry has been addressed.
Under direction, preparing letters or other routine correspondence to the public, attorneys, or other staff may be required.
May perform several other similar or related duties consistent with the job's general level and the responsibilities described
Receives a large volume of inquiries and complaints by telephone, email, in-person, and other forms of contact; concerning services provided by the State Bar, possible attorney misconduct, State Bar records, and/or State Bar programs, membership, and hotlines.
Listens to the inquiry or complaint and determines the best avenue for solution of the problem, including whether the customer should be directed to a different department or agency; directs him/her to the appropriate website, publication, phone number, or other sources of information.
In a professional and courteous manner, provides accurate information to individuals regarding the functions of the State Bar and services provided, including the complaint process, how to submit a complaint, complaint status, application status, and other information.
Mails or emails necessary forms or assists customers with locating forms on-line.
Assists individuals who have disabilities, are unable to read or write, or need assistance with translating documents.
Assists individuals who have disabilities or are unable to read or write in completing necessary forms.
Assist non-English speaking individuals who seek to file complaints in different languages, with the help of a translation service.
Utilize access to Criminal Offender Record Information to access case files.
Researches inquiries utilizing the State Bar’s case management system or other sources of information.
Enters and updates information in the computer system concerning inquiries and complaints, including entering initial information, records of verbal and written communications concerning an inquiry or complaint, actions taken for resolution, and information necessary for forwarding an inquiry or complaint for further investigation and action.
Assists in the preparation of statistical and other reports as required.
Follows up with individuals to request further information and documentation regarding an inquiry or complaint and/or ensure the inquiry has been addressed.
Prepares letters or other routine correspondence to the public, attorneys, or other staff.
May perform a number of other similar or related duties consistent with the general level of the job and the responsibilities described
Participates in meetings and discussions to provide input on service improvement strategies.
Provides guidance, direction, and training to Public Trust Representative I’s; and serves as a technical resource to staff, including Public Trust Representative II’s.
Follows up on the more difficult and/or unique customer inquiries and complaints; completes any additional research required; reaches out to partnering offices; and ensures the inquiry/complaint has been addressed.
Assists in the assignment of work and the selection and evaluation of Public Trust Representative I’s and II’s.
Receives inquiries and complaints by telephone, email, walk-in, and other forms of contact concerning services provided by the State Bar, such as admissions, possible attorney misconduct, State Bar records, and/or State Bar programs.
Listens to the inquiry or complaint and determines the best avenue for the solution of the problem, including whether the customer should be directed to a different department or agency; directs him/her to the appropriate website, publication, phone number, or other sources of information.
In a professional and courteous manner, provides accurate information to individuals regarding the functions of the State Bar and services provided, including the complaint process, how to submit a complaint, complaint status, application status, avenues of review and other information.
Mails or emails necessary forms or assists individuals with locating forms online.
Assists individuals who have disabilities, are unable to read or write, or need assistance with translating documents.
Researches inquiries utilizing the State Bar’s case management system or other sources of information.
Enters and updates information in the computer system concerning inquiries and complaints, including entering initial information, records of verbal and written communications concerning an inquiry or complaint, actions taken for resolution and information necessary for forwarding an inquiry or complaint for further investigation and action.
Assists in the preparation of statistical and other reports.
Identifies potential issues, notifies management, and suggests solutions.
Provides insights and solutions to inquiries and complaints that public trust representatives encounter in their daily work.
Follows up with individuals to request further information and documentation regarding an inquiry or complaint and/or ensure the inquiry has been addressed.
Under direction, prepares letters or other routine correspondence to customers.