Intake Supervisor

Intake Supervisor

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.

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.

Fluency in a language in addition to English a plus.