Case Adjuster Supervisor

NYC Taxi & Limousine Commission; New York (NY); On-site; USD 71,000 - 81,000; Full time

Benefits offered by this job

55a Program

Public Service Loan Forgiveness

Job summary

NYC Taxi & Limousine Commission (TLC) in Long Island City, NY seeks a Case Adjuster Supervisor to oversee daily operations of Case Adjusters, ensuring timely processing of settlement offers and adherence to agency policies. The role requires strong leadership, organizational skills, and the ability to manage competing priorities in a fast-paced environment.

The supervisor will assign work, monitor productivity, provide training, and coordinate with prosecutors and management to optimize

Qualifications

• Strong leadership and supervisory abilities
• Experience overseeing staff and workflow prioritization
• Knowledge of settlement processing and administrative procedures
• Excellent written and verbal communication skills
• Ability to review documents for accuracy and compliance

Responsibilities

• Supervise daily activities of Case Adjusters handling settlement offers
• Assign work based on workload and priorities
• Monitor inbox and ensure timely processing of settlement requests
• Review settlement offers for accuracy and compliance
• Develop strategies to improve workflow and reduce backlogs
• Provide training and guidance to staff
• Prepare workload and productivity reports
• Ensure timely, professional assistance to licensees and their representatives

Skills

Leadership

Supervision

Process improvement

Communication

Education

Bachelor's degree

Associate degree

Tools

Microsoft Office

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

Minimum Qualifications

• 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
• 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
• 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
• 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.

Preferred Skills

• Strong leadership, supervisory, and organizational skills. - Experience managing staff assignments, monitoring productivity, and coordinating daily workflow. - Knowledge of settlement processing and administrative procedures. - Familiarity with TLC rules, regulations, and enforcement procedures is highly desirable. - Excellent written and verbal communication skills. - Strong analytical, problem-solving, and decision-making abilities. - Ability to review documents for accuracy, completeness, and compliance with established procedures. - Ability to prioritize assignments and manage competing deadlines. - Experience providing staff training, coaching, and performance feedback. - Ability to identify workflow inefficiencies and implement practical solutions. - Proficiency in Microsoft Office applications and electronic case management systems. - Ability to exercise sound judgment, maintain confidentiality, and work effectively under pressure. - Internal candidates will be preferred. *Only candidates serving in permanent Principal Administrative Associate civil service title are eligible to apply.*

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.

, $70,904.00 – $81,200.00