Customer Service Representative (Licensing Division)

About the role

The Licensing Division of the NYC Department of Consumer and Worker Protection ensures that businesses across the five boroughs meet legal requirements. This position supports the Fitness Review Unit, which processes license applications that involve fingerprint‑based background checks and fitness reviews. The role is open to permanent civil‑service employees and offers a hybrid work arrangement.

Key responsibilities

• Process license applications that require fingerprint‑based criminal background checks and fitness reviews.
• Review and evaluate confidential criminal history records to determine applicant fitness for licensure in accordance with applicable law.
• Maintain strict confidentiality and handle highly sensitive information with professionalism and discretion.
• Ensure accurate and timely case processing while applying agency policies and procedures.
• Coordinate with internal teams to resolve complex or high‑profile cases.

Required profile

• Permanent civil‑service employee eligible under the 55a program and listed on the civil‑service roster.
• Ability to exercise sound judgment and attention to detail.
• Strong written and verbal communication skills.
• Commitment to uphold confidentiality and ethical standards.
• Willingness to work onsite in New York City with up to two remote days per week under the Flexible Work Pilot Program.

Required skills

What we offer

• Opportunity to contribute to the licensing division of a major city agency.
• Hybrid work arrangement (up to 2 remote days per week).
• Competitive public‑sector benefits and career development opportunities.