Research & Correction Supervisor

About the role

IMPORTANT NOTE: CANDIDATES MUST HAVE A PERMANENT PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE OR ARE PERMANENT IN A COMPARABLE CIVIL SERVICE TITLE ELIGIBLE FOR A 6.1.9 TITLE CHANGE.

PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) WHEN APPLYING AND INDICATE IN YOUR COVER LETTER YOUR PERMANENT CIVIL SERVICE TITLE.

NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service.

DOF's Customer Operations Division has oversight of the Department of Finance Business Centers, City Register's Office, and the Land Records, Adjudication, and Collections divisions. Customer Operations is charged with the processing of tax payments, parking violations payments, and all other charges collected by DOF. The division is also responsible for recording property transfers, adjudicating parking and camera violations, and managing the full life cycle of the department's enforcement activities related to unpaid business and excise taxes, parking fines, and Environmental Control Board summonses.

The Land Records Division and its Office of the City Register record and maintain all official documents related to real estate, including deeds, mortgages, and leases. The division has offices in every borough except for Staten Island, where the Office of the County Clerk provides these functions.

Land Records records approximately 550,00 documents annually and collects over $5 billion annually in real property transfer and mortgage recording taxes. The Division maintains and updates New York City property ownership records and provides review and research services for those records.

The Land Records Division also administers the property tax lien sale for property tax enforcement, interacting with the NYC Law Department, the Mayor's Office of Management and Budget, and the Lien Trust Program.

The Research and Corrections Unit is responsible for assisting the public with inquiries related to document recording, troubleshooting the ACRIS system by phone and email, and processing edits and corrections to submitted documents. This team plays a critical role in delivering high-quality customer service to the public.

The Customer Operations Division is seeking a supervisor to serve in the Research & Correction unit. Reporting to the Manager of Research & Helpdesk Operations, the selected candidate's duties and responsibilities will include, but not be limited to the following:

• Supervise, direct, and evaluate the daily activities of staff assigned to the Research and Corrections Unit.
• Supervise and mentor staff in key functions including title research, index corrections, and investigation of suspected fraudulent filings.
• Assign and distribute work based on staffing levels, workload, employee experience, and operational priorities.
• Monitor staff productivity, accuracy, timeliness, attendance, and adherence to established procedures.
• Oversee the processing of document corrections, edits, and other requests involving recorded or submitted land records.
• Review complex correction requests and provide guidance on appropriate resolution.
• Oversee research of deeds, mortgages, leases, liens, property ownership, document histories, and other real property records.
• Ensure research is thorough, accurate, properly documented, and completed within established timeframes.
• Ensure timely and professional responses to public inquiries, maintaining full compliance with citywide customer service standards.
• Provide supervisory assistance with complex or escalated customer inquiries involving document recording and Land Records procedures.
• Oversee telephone and email responses to the public, City agencies, attorneys, title companies, and other stakeholders.
• Monitor pending correction requests, research assignments, customer inquiries, and other unit workloads to prevent backlogs and delays.
• Establish priorities and adjust staff assignments to address urgent or high-volume workloads.
• Prepare workload statistics, reports, performance information, and operational updates as requested.
• Work closely with Manager to develop and implement unit procedures and recommend improvements.
• Ensure the accuracy of public-facing index records and oversee correction workflows to maintain data integrity.
• Participate in special projects, process-improvement initiatives, system enhancements, and departmental workgroups.

Additional Information

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.

Qualifications & Requirements

• 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.