Case Adjuster Supervisor

Job Description

*Only candidates serving in permanent Principal Administrative Associate civil service title are eligible to apply.*

The New Yor City Taxi and Limousine Commission (TLC) is the City agency responsible for regulating for-hire transportation in New York City, including taxis, street hail liveries, high-volume for-hire services as Uber and Lyft, black cars, luxury limousines, livery vehicles, commuter vans, and paratransit vehicles.

The TLC oversees a transportation ecosystem that moves nearly 1 million riders every single day, the equivalent of the entire Boston transit system. TLC is the agency responsible for regulating New York City’s taxicab and for-hire industry. With approximately 180,000 licensed drivers, 1,000 businesses, 115,000 vehicles including the iconic yellow taxi at the heart of our city’s identity, TLC is entering a new era of dignity, accountability, and collaboration across the for-hire vehicle sector. TLC continues to be on the front lines of a rapidly changing mobility landscape and our innovative efforts whether requiring minimum pay for app drivers, ensuring wheelchair accessible service, making our licensed fleet more environmentally sustainable, working to eliminate traffic fatalities, or preventing discriminatory service often serve as a model for other cities.

In this New Era for TLC, the agency is guided by three core priorities:
- Driver and Passenger Dignity ensuring every interaction reflects respect and fairness
- Corporate Accountability holding regulated entities to consistent, transparent standards
- A Transportation System that works Together equitable, modern, and accessible

The Prosecution Division is responsible for the prosecution of all summonses issued by the TLC. The Division includes the Court Unit, which investigates and prosecutes over 100,000 summonses annually, and the Consumer Complaint Unit, which initiates and prosecutes complaints filed by consumers, including but not limited to passengers and licensees. TLC’s mission is to promote the highest standards of safety and consumer protection within the industries we regulate. The Prosecution Division is seeking a highly organized, motivated, and detail-oriented individual to serve as a Case Adjuster Supervisor within the Prosecution Division. The selected candidate will be responsible for overseeing the daily operations of the Case Adjusters, ensuring the accurate and timely processing of settlement offers, managing staff assignments, and maintaining an efficient and organized workflow.

The Case Adjuster Supervisor will play a critical role in improving settlement operations, addressing processing delays, reducing backlogs, and ensuring that licensees and their representatives receive timely and professional service.

The candidate must possess strong leadership skills, sound judgment, excellent organizational abilities, and the ability to effectively manage staff and competing priorities in a high-volume, fast-paced environment.

Key Responsibilities:
- Supervise, coordinate, and oversee the daily activities of Case Adjusters responsible for processing settlement offer requests.
- Assign and distribute settlement requests based on workload, summons volume, complexity, and operational priorities.
- Monitor the settlement email inbox to ensure requests are assigned, reviewed, and processed in a timely manner.
- Review completed settlement offers for accuracy, completeness, and compliance with established agency policies and procedures.
- Monitor pending assignments and identify processing delays to 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 maintain consistent processing standards.
- Identify operational challenges and recommend improvements to strengthen settlement procedures.
- Coordinate with prosecutors and management to ensure settlement operations are handled efficiently.
- 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 regarding settlement operations.
- Ensure that licensees and their representatives receive professional, accurate, and timely assistance.
- Perform other related supervisory and administrative duties as assigned.

Location:
Long Island City, NY

To Apply:

Please go to cityjobs.nyc.gov and search for Job ID# 807940 or click the "Apply" button below.

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW.

APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL.

PRINCIPAL ADMINISTRATIVE ASSOC - 10124

Qualifications

1. A baccalaureate degree from an accredited college and two years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or

2. An associate degree or 60 semester credits from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or

3. A four-year high school diploma or its educational equivalent approved by a state’s department of education or a recognized accrediting organization and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above; or

4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3 year.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.