American Arbitration Association

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 pleased to announce the grand opening of our New York State Insurance Case Management Center (NYSI CMC) office location in Buffalo, New York. In partnership with the NYS Department of Financial Services, the American Arbitration Association's NYSI CMC has administered the mediation and/or arbitration of disputed claims in certain automobile insurance programs.    


The AAA is seeking a motivated and enthusiastic Supervisor who will lead by example and contribute to our 90 plus years of success in the alternative dispute resolution industry.  The Supervisor of New York State Insurance will direct and provide guidance to an assigned team that administers  the conciliation and arbitration of no-fault claims; serves as liaison to parties and their representatives.


We offer a rewarding career, in a fast-paced, results-driven environment.  The selected candidate 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) savings and 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 demonstrates her/his persuasive communication strengths by identifying and clearly presenting specific information or data in ways that will have a strong impression on others, takes initiative and embodies a high degree of personal accountability and credibility, displays excellence in performance management skills and reasoning ability, fosters innovation by pro-actively supporting the introduction of new and improved methodologies, and serves as a recognized leader to his/her constituents.

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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