Customer Support Liaison

US-NY-New York
Job ID


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 Customer Support Liaison in our New York State Insurance Case Management Center (NYSI CMC), the successful candidate will serve as an informational resource and intermediary for clients, management and staff while ensuring compliance with AAA rules and regulations. The Liaison will properly and efficiently communicate information to ensure all inquiries are addressed appropriately, and troubleshoots and offers technical assistance with navigating data systems.


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.


  • Communicates AAA policies and procedures effectively to all parties; understands, interprets and evaluates specific case issues based on regulatory information; keeps abreast of applicable rules, regulations, and protocols; demonstrates sound judgment and maintains confidentiality in handling customer information; consults with immediate supervisor for guidance to ensure quality and consistency standards.
  • Offers guidance and procedural support to clients and colleagues under NY State Insurance programs; forms strong, lasting relationships; ensures trust and respect through outreach and sourcing feedback.
  • Hosts onsite visits for parties to offer high level support on processes, procedures and other related matters.
  • Communicates customer feedback to supervisor regularly; makes proposals and recommendations to advance client and internal relations (i.e. scoping administrative processes and procedures, conciliating contentious issues that may arise between clients & AAA, etc.).Administers and sources referrals received from management and internal parties.
  • Responds immediately to client inquiries and provides appropriate information; anticipates, troubleshoots and resolves problems efficiently, utilizing all available information and system data; weighs the importance of every issue and ensures that unresolved/complex ones are escalated appropriately to supervisor.
  • Performs No Fault data system testing for new deployments, records results and provides feedback to the Supervisor.
  • Maintains a daily log of all inquiries and referrals with concise and detailed information; records case survey report; provides a weekly metrics report to the Supervisor regarding pressing matters, proposals, and requests from parties.


The ideal candidate demonstrates a high level of attention to communication; is collaborative, flexible and a result oriented; and displays strong conflict management, thoroughness, and constituent orientation.

Education & Experience: Bachelor’s degree; and 2-4 years of customer service experience working within a legal enterprise, medical office, or insurance claims extent; or an equivalent combination of education and experience.


Technology Skills: Proficiency with Microsoft Outlook, Word; and basic proficiency with claims administration software applications or systems.


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.


Reasoning Ability: Possesses 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 importance as well as when to elevate problems to a supervisor.


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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