Supervisor, NYSI

Job ID
NY-Buffalo TBD
Alternative Dispute Resolution


Now is a great time to be a part of our growing organization!  We are seeking a motivated and enthusiastic individual to fill a Supervisor role, and direct and provide guidance to a team that administers the conciliation and arbitration of no-fault claims.  You will also serve as liaison to parties and their representatives.


We offer a rewarding career in a fast-paced, results-driven environment.  You will work alongside a dedicated team of colleagues, and will be eligible to participate in our comprehensive benefits program, which includes health and Rx, dental and orthodontia, vision, discounted pet insurance, and disability insurance coverage, basic and supplemental life insurance, 403(b) and Roth 403(b) retirement plans with company math, a subsidized corporate Fitbit program, and generous paid-time-off benefits. 


  • Reports team’s progress monthly/quarterly initiatives, and collects data to forecast and track key account metrics.
  • Identifies and develops opportunities within business area and collaborates with team to acquire desired results.
  • Plans and delegates assignments to staff, regularly reviews work for accuracy based on applicable laws, regulations, policies and AAA standards, and prepares various ad-hoc reports and data analytics as required.
  • Provides a high-level of customer service; builds and maintains successful customer relationships; applies conflict negotiation skills to resolve cases and issues such as case complaints, queries and requests.
  • Manages data on case issues, identifies patterns and reports on issues arising from operation and process of the workload, and weighs importance of complications and escalates to the center’s management.
  • Generates ideas, identifies areas of opportunity, and recommends changes to the work process and for continuous customer service improvement. Analyzes areas of concern, complaints, or problems and institutes changes or makes recommendations to avoid, or prevent further issues.
  • Handles confidential or sensitive information with a level of integrity, discretion and sound judgment.
  • Serves as back-up in absence of other supervisors as necessary.
  • Identifies, manages, and resolves issues via collaboration with the team.
  • Maintains knowledge of industry trends and their potential impact on the caseload.
  • Demonstrates strong verbal and written communication skills, relationship, conflict management and team skills.

Supervisory Responsibilities:

Directly supervise 4-6 employees, and carry out supervisory responsibilities in accordance with the AAA’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.


The successful candidate will have 2-5 years of experience in a similar role (e.g., insurance carrier, law firm), possess strong verbal and written communication skills, and lead through example.

Education & Experience: Bachelor’s degree in business, legal, or other discipline and 5 years of work experience in legal or related industry and/or court system, with 2 years of prior supervisory experience; 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, arbitrators, mediators or employees of the organization.


Mathematical Skills: 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.


The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.


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