Case Administrator II

Job Location(s) US-CA-Fresno
Job ID
Alternative Dispute Resolution


As one of three Case Administrators, you will be an important member of a highly collaborative Consumer Division team. Reporting to the Manager of ADR Services you will be responsible for providing advanced case management of alternative dispute resolution (ADR) services in accordance with the rules and procedures of the AAA and applicable laws, and serve as an impartial liaison to the parties and their representatives.


We offer a competitive salary and the opportunity to have a rewarding career in a fast-paced, results-driven environment. Our comprehensive benefits program includes the following: 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.


  • Initiates and corresponds an efficient flow of information between the parties and arbitrators and assists in the compliance of all applicable rules.
  • Tabulates accurate electronic files and financial records in accordance with corporate standards.
  • Uses existing computer and database systems to manage case work tasks effectively and efficiently.
  • Understands existing billing, disbursement and collection policies and practices to execute compliance and communicates these with parties, advocates and arbitrators.
  • Understands content of the rules and evaluates their application to different cases, pro-actively identifies case management issues, and working with the Director of Consumer Operations, takes appropriate action to resolve case problems.
  • Informs and educates clients on alternate dispute resolution processes, demonstrating effective communication skills and expert knowledge on when and how these apply.
  • Responds to inquiries about the AAA in a customer service focused, timely manner with accurate and specific information. Utilizes effective time management by focusing on critical issues and setting priorities.
  • Responds to inquiries regarding AAA services with tact and professionalism in timely manner, with accurate and specific information; and utilizes effective time management skills to focus on critical issues and to set priorities.
  • Initiates and conducts administrative conferences and facilitates preliminary hearings on all cases.
  • Provides support and assistance at the discretion of Director on an as needed basis.
  • Participates in regular trainings and meetings to review new and existing policies and procedures.


The ideal candidate exhibits a high degree of attention to communication; takes initiative, is forward thinking and results oriented; demonstrates thoroughness in the quality of his/her work; and possesses a high level of oral and written communication skills.


Education & Experience: Bachelor’s degree in business or related discipline; and 2 years related work experience (e.g. comprehensive customer service in a law office or judicial industry); or equivalent mix of work and education.


Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to exercise sound judgment and make decisions in a manner consistent with the essential job functions.


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 Skills: Intermediate proficiency with Microsoft Word, Excel and Microsoft Office.

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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