Case Adjuster Supervisor

City of New York•New York, NY

1d•$70,904 - $81,200•Onsite

About The Position

The New York City Taxi and Limousine Commission (TLC) regulates New York City’s for-hire transportation industry. Its Prosecution Division prosecutes TLC summonses through the Court Unit and Consumer Complaint Unit. The Division seeks a highly organized, motivated, and detail-oriented Case Adjuster Supervisor to oversee the daily operations of Case Adjusters who process settlement offer requests. The supervisor will manage assignments, monitor processing timeliness and accuracy, support staff performance and development, and maintain efficient settlement workflows. The role is intended to improve settlement operations, address delays, reduce backlogs, and ensure licensees and their representatives receive timely, professional service. The position is located in Long Island City, New York. Only candidates serving in the permanent Principal Administrative Associate civil service title are eligible to apply. The listed civil-service qualifications include a bachelor’s degree and two years of progressively responsible clerical or administrative experience, including one year in an administrative or supervisory capacity; an associate degree or 60 credits and three years of such experience, including the required supervisory experience; a high school diploma and four years of such experience, including the required supervisory experience; or qualifying equivalent education and experience. All candidates must have the specified one year of administrative or supervisory experience.

Requirements

Must serve in the permanent Principal Administrative Associate civil service title.
Must possess at least one year of administrative or supervisory experience involving clerical/administrative work of more than moderate difficulty.
Must meet one of the listed education and progressively responsible clerical/administrative experience pathways, or an accepted equivalent.
Strong leadership skills, sound judgment, and excellent organizational abilities.
Ability to manage staff and competing priorities in a high-volume, fast-paced environment.

Responsibilities

Supervise, coordinate, and oversee Case Adjusters’ daily work processing settlement offer requests.
Assign and distribute settlement requests according to workload, summons volume, complexity, and operational priorities.
Monitor the settlement email inbox to ensure requests are assigned, reviewed, and processed promptly.
Review completed settlement offers for accuracy, completeness, and compliance with agency policies and procedures.
Monitor pending assignments, identify processing delays, and ensure timely follow-up and resolution.
Develop and implement strategies to improve workflow, reduce backlogs, and minimize processing delays.
Monitor staff productivity, evaluate performance, and ensure accountability for assigned responsibilities.
Provide ongoing training, coaching, guidance, and support to Case Adjusters.
Establish clear work expectations and consistent processing standards.
Identify operational challenges and recommend improvements to settlement procedures.
Coordinate with prosecutors and management to support efficient settlement operations.
Assist with complex settlement matters and escalated inquiries requiring supervisory review.
Maintain accurate records of assignments, completed work, and pending settlement requests.
Prepare workload and productivity reports and provide management with regular updates.
Ensure licensees and their representatives receive professional, accurate, and timely assistance.
Perform other related supervisory and administrative duties as assigned.