American Arbitration Association

Case Administrator, NYSI

US-NY-New York
Job ID
Alternative Dispute Resolution


Now is a great time to be a part of our growing organization! The American Arbitration Association (AAA) is looking for a motivated, enthusiastic, and determined team player who will contribute to our 90 plus years of success in the alternative dispute resolution industry.


As a Case Administrator in our New York State Insurance Case Management Center, the successful candidate will be 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; and assists managers with informing and educating clients on ADR processes.


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.


  • Works with documents received from internal and external parties such as uploading and reviewing documents, and entry of data, records, logs, reports and correspondence.
  • Provides information regarding procedural, billing and case status questions.
  • Reviews stipulations, court orders, insurance policies, and other legal documents; disseminates correspondence, and updates case status and schedules hearings.
  • Reviews submission packages from the parties for accuracy and quality (table of contents, chronological order, tabulated); transmits submissions and other documents to the arbitrators.
  • Initiates and maintains an efficient flow of information; processes arbitrators’ dispositions and adjournment requests; manages arbitrator’s calendar; responds to inquiries related to SUM arbitration cases; monitors and follows up to ensure cases are submitted; arranges phone conferences to ensure timely transmittal of case related correspondence.
  • Develops and sustains client relationships; communicates customer feedback and critique to immediate supervisor; makes suggestions for improvement to supervisor.
  • Anticipates, troubleshoots and resolves problems; weighs the importance of every issue and ensures that unresolved/complex issues are escalated to the appropriate supervisor.
  • Determines and assigns medical professionals per request of Arbitrator to review independent medical exams provided by both parties.
  • Communicates AAA policies and procedures to parties; understands, interprets and evaluates specific case issues based on regulatory information; and complies with established operating procedures and NYSDFS regulations while keeping abreast of applicable rules, regulations, and protocols; maintains confidentiality in handling sensitive customer information; consults with immediate supervisor for guidance to ensure quality and consistency standards.
  • Ensures correct identification and categorization of documents, entry of data, logs, reports and correspondence. Completes assigned tasks in online case management system, which includes but is not limited to capturing settlement agreements, inputting billing and check requests, reviewing the case financials, review and send awards, processing withdrawals, processing telephonic requests, reviewing messages, processing technical corrections, abeyance requests, and answering party and arbitrator inquiries.


The ideal candidate is constituent oriented, demonstrates a high degree of attention to communication and conflict management, demonstrates thoroughness in his/her work ethics, possesses a high level of collaboration skills and flexibility, and makes personal accountability and credibility priority.

Education & Experience: Associate’s degree in business or related discipline; three years of relevant work experience (e.g. -customer service, medical/liability insurance, case administration, legal 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, 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 Excel, Word, 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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