Intake Supervisor

About the role

The New York City Department of Consumer and Worker Protection (DCWP) is seeking an organized, service-focused Intake Supervisor for its Licensing Division’s General Vending Unit. In this position, you will help keep high-volume in-person licensing activity running smoothly at the Licensing Center by coordinating front-desk operations, supporting staff, and ensuring that applications and payments are handled accurately.

This role reports to the Deputy Director of the General Vending Unit and plays an important part in keeping applicant service timely, workflow efficient, and financial records fully reconciled each day.

This position may allow remote work for up to 2 days per week under the Flexible Work Pilot Program.

Organization overview

DCWP is a major New York City enforcement agency focused on economic justice. The agency protects consumers and workers from deceptive, unfair, and predatory practices, and supports fair competition for responsible small businesses through licensing and enforcement. It also provides services such as free tax preparation and financial counseling to help New Yorkers protect more of what they earn and plan ahead.

Within DCWP, the Licensing Division serves as the main operational center for helping businesses meet city licensing requirements. It is the first point of contact for businesses navigating the process and works to make compliance efficient, accessible, and fair across the five boroughs.

What you will do

• Manage day-to-day in-person intake activity for the General Vending Unit and make sure staffing levels support business needs throughout the day.
• Guide, coach, and oversee intake team members while monitoring performance and giving immediate direction when needed.
• Make sure licensing payments are collected properly and that staff follow the correct process for each accepted payment type.
• Complete daily cash and transaction reconciliation, handle closeouts, resolve mismatches, and keep records accurate and complete.
• Oversee in-person license application processing so required documents are gathered, fees are collected and recorded correctly, and applications move forward without unnecessary delays.
• Spot workflow delays or service issues and escalate complex applicant matters to the Deputy Director when needed.
• Work closely with the Client Manager and Back Office team so applicant handoffs are smooth and service stays consistent across touchpoints.
• Track daily traffic and workflow patterns, adjust staffing assignments to match demand, and help reduce applicant wait times.
• Process applications and payments as needed and provide backup support to the team when required.

Qualifications and requirements

• A four-year high school diploma, or an approved equivalent recognized by a state education department or accredited institution, plus at least one year of satisfactory clerical experience.
• Strong keyboarding ability, including a typing speed of at least 100 keystrokes, or 20 words, per minute.
• Ability to supervise staff, maintain accuracy under pressure, and manage a fast-paced public-facing intake environment.
• Comfort handling financial transactions, reconciliation work, and applicant documentation with care and precision.

Preferred experience

• Experience overseeing intake, front desk, licensing, or other high-volume customer service operations.
• Ability to communicate effectively in a language other than English is an advantage.

Eligibility

Applications are limited to permanent employees in the civil service title, comparable title eligible under 6.1.9, individuals eligible for the 55-a program, and candidates reachable on the civil service list.

This role is also open to qualified people with disabilities who are eligible for the 55-a Program.

Other information

New York City residency is generally required within 90 days of appointment. City employees in certain titles who have completed 2 continuous years of service may be eligible to live in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. Residency applicability should be confirmed with an agency representative during the interview process.

As a City of New York employee, you may qualify for federal Public Service Loan Forgiveness and certain state repayment assistance programs.

The City of New York is committed to equal opportunity and maintaining a workplace free from discrimination and harassment based on legally protected characteristics, including sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, and pregnancy.

Minimum qualification title

Clerical Associate - 10251