Case Administrator

Job ID
Alternative Dispute Resolution


The American Arbitration Association (AAA) is seeking a Case Administrator in our Northeast Case Management Center – Commercial division. The Case Administrator provides high-level administrative support by handling a variety of case administration responsibilities, in accordance with the rules and procedures of the Association and applicable law. The Case Administrator responds expeditiously to customers, their representatives, and the AAA’s Panel of Arbitrators and Mediators assessing customer needs first and meeting quality standards for services; and conveys ADR process information effectively by telephone, in formal and/or e-mail written format, and in person. Demonstrating thorough understanding of ADR rules, the Case Administrator evaluates and interprets the application of such rules to different cases.


For over 90 years, the AAA has served the public as a not-for-profit organization dedicated to helping individuals and businesses resolve disputes through the effective use of arbitration and mediation. Our commitment to integrity, confidentiality, and neutrality make us the preferred provider of alternative dispute resolution services; our dedication to the public good, our customers, and our employees make us an employer of choice.


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.


  • Serves in a key role as liaison between parties, their representatives and the neutrals to deliver professional customer-service oriented services.
  • Prepares communications for parties and neutrals in a timely, courteous and professional manner in order to expedite the process within the scope of the AAA rules and procedures and provide fast, effective and fair service to all clients.
  • Assists in the management of the alternative dispute resolution cases in accordance with the rules and procedures of the AAA maximizing on the Association’s available computer systems and proprietary software applications to create efficiencies throughout. 
  • Maintains online case records in accordance with corporate standards, including electronic files and system records using proprietary software application.
  • Maintains the flow of case communications by updating/maintaining documents online and indexing/naming documents in accordance with established procedures; assists in the coordination, initiation, and facilitation of conference calls.
  • Applies an in-depth working knowledge of the AAA’s rules and procedures and evaluates their application to difference caseloads.
  • Proactively identifies case management issues and works with the Manager of ADR Services to determine and implement the necessary action to resolve the issue.
  • Understands billing, disbursement and collection policies and practices and communicates them effectively to parties, advocates, arbitrators and mediators.
  • Interprets and correctly applies corresponding fee schedules; accurately calculates and allocates billings/cancellations based on fee schedules and contractual agreements; accurately explains financial concepts and fee calculations to customers in layperson terms. 
  • Takes the lead on completing tasks and monitoring of emails for assigned cases and in the absence of Manager of ADR Services.
  • Develop familiarity with the responsibilities of arbitrators and mediators and give feedback regarding the Roster to appropriate staff.
  • Maintain a professional demeanor under pressure and approach conflicts with the confidence necessary maximize available options.
  • Maintains neutrality during case administration and preserves the confidentiality of the process before, during and after completion of the case.
  • Works independently and within a team environment to complete tasks and projects as needed.


The ideal candidate demonstrates a high level of attention to communication; displays a high degree of reasoning ability and constituent orientation; possesses strong conflict management aptitude; takes initiative and focuses on thoroughness; and has excellent written communication skills.

Education & Experience: Bachelor’s degree in business or related discipline; three years of relevant work experience (e.g. comprehensive customer service in a law office or judicial industry); 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.


Technical Skills: 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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