Supervisor, New York State Insurance

US-NY-New York
Job ID


In partnership with the NYS Department of Financial Services, the American Arbitration Association’s (AAA), New York State Insurance Case Management Center (NYSI CMC) has administered the mediation and arbitration of disputed claims in certain automobile insurance programs. Currently, we have over 250,000 no fault cases, which have been filed with the AAA. Now is a great time to be a part of our growing organization!


The AAA is seeking motivated, enthusiastic, and experienced Supervisors who will contribute to our 90 plus years of success in the alternative dispute resolution industry. As a Supervisor with the NYSI CMC, the successful candidates will lead by example directing and providing guidance to an assigned team responsible for case administration, which includes the conciliation and arbitration of no-fault claims. The Supervisor will serve as a liaison between parties and their representatives; proactively resolves client related matters, and takes preventative measures to offset concerns.


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, disability insurance, basic and supplemental life insurance, 403(b) and Roth 403(b) retirement plans w/company match, a discounted corporate FitBit program, and generous paid time-off benefits.


  • Identifies and develops areas of opportunity for improvement; collaborates with the team to reach goals and reports the team’s progress initiatives.
  • Plans and delegates assignments to staff, regularly reviews work for accuracy based on applicable laws, regulations, policies and AAA standards.
  • Collects data to forecast and track key account metrics; prepares various ad-hoc reports and data analytics as required.
  • Provides a high level of customer service; builds and maintains successful customer relationships and recommends changes to the work process to improve customer service.
  • Applies conflict negotiation skills to resolve cases and issues such as case complaints, queries and requests.
  • Manages data relating to case issues; identifies patterns and reports on issues arising from operation of the workload; weighs importance of concerns and escalates them to management as necessary.
  • Handles confidential and sensitive information with integrity, discretion and sound judgment.
  • Maintains knowledge of industry trends and their potential impact on the caseload. 

Supervisory Responsibilities:
Directly supervises 7-12 employees; carries 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 ideal candidate takes initiative, demonstrates a high level of persuasive communication aptitude; displays a high degree of personal accountability and credibility; takes initiative and demonstrates advanced reasoning ability; fosters innovation to improve methods, service, procedures, and/or technology; possesses strong leadership qualities; and is experienced in managing performance.

Education & Experience: Bachelor’s degree in business, legal, or other discipline; 5 years of work experience in legal, related industry or court system; 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.


Technology Requirements: 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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