Intake Supervisor

*Only permanent employees in the civil service title, comparable title (under 6.1.9), eligible for the 55a program, and those that are reachable in the civil service list are eligible to apply.*

**This position may be eligible for remote work for up to 2 days per week pursuant to the Flexible Work Pilot Program. **

The NYC Department of Consumer and Worker Protection (DCWP) is the nation’s leading municipal enforcement agency charged with delivering economic justice. DCWP leverages its authority to bring New Yorkers real economic relief and protect them from predatory, deceptive, and unfair practices that violate their rights as consumers and workers. This includes pioneering cutting-edge protections, such as the City’s Consumer Protection Law, Protected Time Off Law, Fair Workweek Law, and Delivery Worker Laws, including the Minimum Pay Rate for delivery workers. Through licensing more than 45,000 businesses in over 45 industries, DCWP ensures fair competition and a level playing field for responsible small businesses that are integral to New York City’s vibrant communities. DCWP also provides essential services such as free tax preparation and financial counseling to ensure New Yorkers keep more of what they earn and can plan for their futures. DCWP is committed to making sure New York City is a fairer, more affordable place to live. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube.

Within DCWP, the Licensing Division is the central operational hub responsible for ensuring that businesses across New York City meet the legal requirements to¿operate¿fairly, safely, and in compliance with local law. Through licensing more than 45,000 businesses in over 45 industries, the Division ensures fair competition and a level playing field for responsible small businesses that are integral to New York City's vibrant communities. The Division is the first point of contact for businesses navigating the licensing process, and it plays a critical role in upholding the integrity of the marketplace by making compliance accessible, efficient, and¿equitable.¿¿The Licensing Division supports DCWP's broader mission of protecting New Yorkers by ensuring that every business that needs to be licensed operating in the five boroughs has met the standards¿required¿to serve the public with integrity.¿

The Licensing Division's General Vending Unit is seeking an organized and service-oriented Intake Supervisor to oversee all in-person licensing operations. The Intake Supervisor will report to the Deputy Director of General Vending Unit and will ensure that front-line staff are performing efficiently, that applicants receive accurate and timely service, and that daily financial transactions and licensing activities are properly reconciled. This role is essential to maintaining smooth, high-volume in-person operations at the Licensing Center.

Responsibilities include, but are not limited to:

• Oversee all in-person intake operations for the General Vending Unit, ensuring consistent staffing coverage and service quality throughout the business day • Supervise, train, and support intake staff, monitoring performance and providing real-time guidance to maintain efficiency and accuracy • Ensure accurate and timely collection of licensing payments, confirming that staff follow proper procedures for all accepted forms of payment • Conduct daily financial reconciliations and closeouts, resolve discrepancies and maintain complete and accurate transaction records • Oversee the processing of in-person license applications, ensuring all required documentation is collected, correct payments collected and recorded, and applications are advanced without delay • Identify and resolve operational bottlenecks, escalating complex applicant issues to the Deputy Director as appropriate • Collaborate with the Client Manager and Back Office team to ensure seamless handoffs and consistent applicant experiences across all intake touchpoints • Monitor daily volumes and workflow, adjusting staffing assignments to meet demand and minimizing applicant wait times • Process applications and payments, and backup others as needed

Qualification Requirements

A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.

Skills Requirement

Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

• Oversee all in-person intake operations for the General Vending Unit, ensuring consistent staffing coverage and service quality throughout the business day • Supervise, train, and support intake staff, monitoring performance and providing real-time guidance to maintain efficiency and accuracy • Ensure accurate and timely collection of licensing payments, confirming that staff follow proper procedures for all accepted forms of payment • Conduct daily financial reconciliations and closeouts, resolve discrepancies and maintain complete and accurate transaction records • Oversee the processing of in-person license applications, ensuring all required documentation is collected, correct payments collected and recorded, and applications are advanced without delay • Identify and resolve operational bottlenecks, escalating complex applicant issues to the Deputy Director as appropriate • Collaborate with the Client Manager and Back Office team to ensure seamless handoffs and consistent applicant experiences across all intake touchpoints • Monitor daily volumes and workflow, adjusting staffing assignments to meet demand and minimizing applicant wait times • Process applications and payments, and backup others as needed • Fluency in a language in addition to English a plus. To Apply

In addition, the NYC Department of Consumer and Worker Protection (DCWP) offers competitive salaries and the following benefits:

Paid Time Off and Holidays • Paid time off for vacation and personal leave • Paid time off for sick leave • A generous holiday package of up to 13 days

Health Benefits • Medical insurance plans • Dental and vision insurance plans • Employee Assistance Program (EAP)

Financial and Savings Benefits • 529 College Savings Plan • Direct Deposit • Flexible Spending Account Programs • New York City Municipal Credit Union Savings Program • Transit Benefit Programs Retirement and Pension Plans • New York City Employee Retirement System (NYCERS) pension plan • New York City Deferred Compensation Plan (DCP) 401(k) and 457 plan

Additional Benefits for Union Members • Disability Insurance • Health Club Reimbursements • Life Insurance • Supplemental Hospital Coverage • Tuition Reimbursement *Please note only employees represented by a labor union may qualify for additional benefits provided by the union welfare fund. Student Loan Forgiveness • DCWP qualifies as a public service employer, which means our employees may be eligible for the Public Service Loan Forgiveness (PSLF) program. If you have federal student loans, you may be able to have your loans forgiven by working full-time in public service. To learn more about PSLF and its eligibility requirements, visit the Public Service Loan Forgiveness Program website. Employee Discounts • Apple and Dell products • Cell phones and plans • Gym memberships • Special pricing on event tickets through Barclay Center, Plum Benefits and Working Advantage • And more!

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.