Case Adjuster Supervisor

City of New York•Long Island City, NY

16h

About The Position

The New York City Taxi and Limousine Commission (TLC) is seeking a highly organized, motivated, and detail-oriented Case Adjuster Supervisor for its Prosecution Division. The Division prosecutes TLC summonses and includes the Court Unit, which investigates and prosecutes more than 100,000 summonses annually, and the Consumer Complaint Unit, which handles complaints filed by consumers, including passengers and licensees. The supervisor oversees the daily operations of Case Adjusters, ensuring settlement offers are processed accurately and on time. The role manages staff assignments and workflow, monitors delays and backlogs, and ensures licensees and their representatives receive professional, timely service. The position requires strong leadership, sound judgment, excellent organizational abilities, and the ability to manage staff and competing priorities in a high-volume, fast-paced environment. 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. Appointments are subject to oversight approval.

Requirements

Must be serving in the permanent Principal Administrative Associate civil service title.
Must meet one of the listed education and experience pathways: a bachelor's degree and two years of satisfactory, full-time, progressively responsible clerical/administrative experience, including one year in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or an associate degree or 60 semester credits and three years of such experience, including one year of the specified administrative or supervisory experience; or a high school diploma or equivalent and four years of such experience, including one year of the specified administrative or supervisory experience; or equivalent education and/or experience.
All candidates must have one year of the specified administrative or supervisory experience.
Education above high school may substitute for general clerical/administrative experience, but not for the required year of administrative or supervisory experience, at 30 semester credits per six months of experience, up to a maximum of three years.
Strong leadership skills, sound judgment, and excellent organizational abilities.
Ability to effectively manage staff and competing priorities in a high-volume, fast-paced environment.

Responsibilities

Supervise, coordinate, and oversee the daily activities of Case Adjusters 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 efficiency, reduce settlement 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 ensure 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 about settlement operations.
Ensure licensees and their representatives receive professional, accurate, and timely assistance.
Perform other related supervisory and administrative duties as assigned.