Full Job Description
The American Arbitration Association (AAA), the leading provider of alternative dispute resolution services, seeks a Case Administrator (Legal Services Administrative Support Associate) to join our Consumer Operations team in Johnston, RI. The Case Administrator is primarily responsible for providing administrative support on arbitration cases in accordance with the rules and procedures of the AAA and applicable law; communicates effectively and responds to inquiries in a timely, courteous manner; assists managers with informing and educating clients on ADR processes; apply advanced understanding of AAA rules in administering arbitration cases.
The annual equivalent salary range for this position is $48,000 – $48,500.
Named as one of the 50 best nonprofits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, a student loan repayment program, a 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.
The selected candidate will possess a solid clerical and administrative skillset, including general corporate, not-for-profit, or other organizational experience, with a demonstrated ability to interact and work with individuals at all levels internally and externally. Primary responsibilities include the following:
- Serves as the primary AAA liaison with case participants and arbitrators, initiating and maintaining the flow of pertinent information on assigned cases and accurately and effectively communicating AAA practices and procedures.
- Maintains uniform, accurate electronic records and statistical information in the case management system in accordance with established standards.
- Delivers the highest level of professional client service by responding timely to case participants’ and arbitrators’ phone calls, emails, and correspondence.
- Utilizes effective time management skills to focus on critical issues, constantly prioritizing work to meet deadlines and case participant expectations.
- Understands and communicates with case participants and arbitrators about applicable AAA Rules and procedures, including Consumer Due Process Protocols.
- Advises arbitrators on procedural hearing management, applicable rules, jurisdiction, and related topics and assists arbitrators with the timely and accurate issuance of orders and awards.
- Guided by filing documents and party requests, selects, invites, appoints appropriate arbitrators, or prepares arbitrator lists for party selection of the arbitrator from among the arbitrators on the AAA roster.
- Consults with supervisor and fellow AAA colleagues in a continuous effort to promote and provide quality standards and practices with regard to rules, administration of cases, and arbitrator relations.
- Initiates, schedules, and facilitates administrative conferences and telephone hearings.
Education & Experience: Associate’s degree; 2 years prior work experience in customer service, legal services, and/or judicial environment; or an equivalent combination of education and work experience.
Language Skills: Ability to read and interpret documents such as legal files, business correspondence, and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers, attorneys, arbitrators, mediators and employees of the organization.
Math Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, data charts, and graphs.
Computer Skills: Intermediate proficiency with Microsoft Word, Excel, and web-based case management systems.
Reasoning Ability: Possesses the ability to solve practical problems with a variety of variables; exercises sound judgment to make decisions in a manner consistent with the essential job functions, including the ability to determine the importance and when to elevate problems to a supervisor.