Research & Correction Supervisor

City of New York•New York City, NY

8d•Hybrid

About The Position

The NYC Department of Finance’s Customer Operations Division is seeking a supervisor for its Research and Corrections Unit within the Land Records Division. The unit assists the public with document-recording inquiries, troubleshoots the ACRIS system by phone and email, and processes edits and corrections to submitted documents. The position supports accurate land-record information and high-quality customer service. The supervisor oversees the unit’s daily work, including staff activities, title research, index corrections, investigations of suspected fraudulent filings, document corrections, and public inquiries. The role monitors workloads and performance, addresses complex requests and escalated inquiries, and works with the Manager of Research & Helpdesk Operations on procedures and improvements. The position may be eligible for remote work up to two days per week under the applicable Remote Work Pilot Program. Candidates must hold a permanent Principal Administrative Associate civil service title or be permanent in a comparable civil service title eligible for a 6.1.9 title change. Applicants must include their employee identification number (EIN) and permanent civil service title in their application materials. All hires must verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.

Requirements

Candidates must have a permanent Principal Administrative Associate civil service title or be permanent in a comparable civil service title eligible for a 6.1.9 title change.
Applicants must include their employee identification number (EIN) when applying and state their permanent civil service title in their cover letter.
Meet the Principal Administrative Associate qualification requirements through one of the listed pathways: a bachelor’s degree and two years of progressively responsible clerical/administrative experience, including one year in an administrative capacity or supervising staff performing work of more than moderate difficulty; an associate degree or 60 college credits and three years of such experience, including one year of administrative supervisory experience; a high school diploma or equivalent and four years of such experience, including one year of administrative supervisory experience; or equivalent education and/or experience.
All qualification pathways require one year of administrative or supervisory experience as described in the job posting.
Education above high school may substitute for general clerical/administrative experience at 30 semester credits for six months of experience, up to a maximum of three years, but may not substitute for the required year of administrative or supervisory experience.
Verify identity and eligibility to work in the United States and complete the required employment eligibility verification document upon hire.

Responsibilities

Supervise, direct, and evaluate the daily activities of staff assigned to the Research and Corrections Unit.
Supervise and mentor staff in title research, index corrections, and investigations of suspected fraudulent filings.
Assign and distribute work based on staffing levels, workload, employee experience, and operational priorities.
Monitor staff productivity, accuracy, timeliness, attendance, and compliance with established procedures.
Oversee processing of corrections, edits, and other requests involving recorded or submitted land records.
Review complex correction requests and guide staff on appropriate resolutions.
Oversee research of deeds, mortgages, leases, liens, property ownership, document histories, and other real property records.
Ensure research is thorough, accurate, properly documented, and completed within established timeframes.
Ensure timely, professional responses to public inquiries and compliance with citywide customer service standards.
Assist with complex or escalated customer inquiries involving document recording and Land Records procedures.
Oversee telephone and email responses to the public, City agencies, attorneys, title companies, and other stakeholders.
Monitor pending correction requests, research assignments, customer inquiries, and other workloads to prevent backlogs and delays.
Set priorities and adjust staff assignments to address urgent or high-volume workloads.
Prepare workload statistics, reports, performance information, and operational updates as requested.
Work with the Manager to develop and implement unit procedures and recommend improvements.
Ensure the accuracy of public-facing index records and oversee correction workflows to maintain data integrity.
Participate in special projects, process-improvement initiatives, system enhancements, and departmental workgroups.