Supervisor 2 (Payment Call Center Supervisor)

State of Oregon • Salem, OR

7d • Hybrid

About The Position

The Office of the State Court Administrator's Business and Fiscal Services Division (BFSD) in Salem, Oregon, is hiring a Payment Call Center Supervisor (Supervisor 2). In this role, you will supervise and provide staff development to receipting specialists as well as staff who perform the duties of the Central Violations Bureau. You will assign, monitor, and review the work of staff, establish work priorities and responsibilities, and conduct regular staff meetings. This position also involves submitting requests for recruitment of new staff, conducting application reviews, interviews, and checking references for new hires. You will review and make decisions for leave requests and approve timesheets. This role is responsible for disciplinary actions, including recommendations to the central services manager. Additionally, you will be responsible for reviewing, processing, and maintaining violation case records in accordance with state laws and court orders. This role identifies cases that require mandatory appearances, evaluates failure-to-appear qualifications, and applies payment plan guidelines. Duties include staying updated on legal and procedural changes, keeping accurate records, and working with internal teams to support smooth and consistent case workflows. This position also reviews relevant statutes and rules to ensure current practices and determines when cases need mandatory appearance based on applicable requirements. You will oversee operations and quality control for cashiering operations, ensure accuracy, resolve escalations, and maintain procedures. Ensure account information is entered into the case management system in an accurate and timely manner. Act as a liaison with courts, the department of justice (DOJ), department of corrections (DOC), and others on supporting policy updates and system improvements. Review and evaluate policies and procedures, and make recommendations to the BFSD leadership staff. Research and implement statutory changes, update procedures, and create forms. Maintain procedure manuals and resource materials. Resolve inquiries that are complex and sensitive from litigants, attorneys, governmental agencies, and the general public. You will be responsible for overseeing databases and reports, supporting audits and budgets. Ensure regular audits are being performed on data entry and corrections are made. Monitor reports for central receipting and provide statistical information as needed. Assigned tasks may be changed to accommodate workload and organizational needs.

Requirements

• Bachelor’s degree in court administration, management, business or public administration, or a closely related field.
• Four (4) years of progressively responsible staff-support experience in OJD at the equivalent of Court Operations Associate or above.
• Four (4) years of recent experience supervising, directly or through lead workers, staff performing a wide variety of clerical or administrative support duties.
• The supervisory experience must include most, or all, of the following: Developing work procedures, Hiring or recommending hiring, Training, Assigning and reviewing work, Evaluating performance, Responding to staff concerns, and Handling disciplinary actions.
• Any combination of education and experience equivalent to four (4) years of experience that typically supports the knowledge, skills, and abilities for the position.

Nice To Haves

• Demonstrated success in training, motivating, assigning and evaluating work, disciplining, and coaching.
• Experience recognizing, addressing, and managing conflict in a business or professional setting.
• Experience making decisions related to workflow, priorities, and assignments.
• Experience managing operations, projects, or teams.
• Proficiency with word processing, spreadsheets, databases, and electronic file management.
• Experience evaluating statutory, rule, or system changes to ensure rules, processes, or procedures are compliant and meet all necessary requirements.
• Skill presenting information clearly and logically, both orally and in writing.
• Experience working in a court or other legal environment.

Responsibilities

• Supervise and provide staff development to receipting specialists and staff performing Central Violations Bureau duties.
• Assign, monitor, and review the work of staff.
• Establish work priorities and responsibilities.
• Conduct regular staff meetings.
• Submit requests for recruitment of new staff; conduct application reviews, interviews, and check references for new hires.
• Review and make decisions for leave requests and approve timesheets.
• Responsible for disciplinary actions including recommendations for the central services manager.
• Responsible for reviewing, processing, and maintaining violation case records in accordance with state laws and court orders.
• Identify cases that require mandatory appearances, evaluate failure-to-appear qualifications, and apply payment plan guidelines.
• Stay updated on legal and procedural changes, keep accurate records, and work with internal teams to support smooth and consistent case workflows.
• Review relevant statutes and rules to ensure current practices and determine when cases need mandatory appearance based on applicable requirements.
• Oversee operations and quality control for cashiering operations and ensure accuracy, resolve escalations, and maintain procedures.
• Ensure account information is entered into the case management system in an accurate and timely manner.
• Act as a liaison with courts, the department of justice (DOJ), department of corrections (DOC), and others on supporting policy updates and system improvements.
• Review and evaluate policies and procedures.
• Review and make recommendations to the BFSD leadership staff.
• Research and implement statutory changes, update procedures, and create forms.
• Maintain procedure manuals and resource materials.
• Resolve inquiries that are complex and sensitive from litigants, attorneys, governmental agencies, and the general public.
• Oversee databases and reports; support audits and budgets.
• Ensure regular audits are being performed on data entry and corrections are made.
• Monitor reports for central receipting and provide statistical information as needed.

Benefits

• 95% to 99% of medical insurance premiums for full-time employees (or up to 99% for part-time employees), including mental health coverage.
• 10 paid holidays.
• 2 floating holidays.
• 3 personal business days.
• Separate sick and vacation paid leaves (prorated for part-time employees).
• Optional insurances.
• Flexible spending plans.
• 5% allowance for bilingual skills (includes ASL) if you can pass a skills test and are assigned to use those skills on the job.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level