Pro Se Case Administrator

US-CA-Fresno
Job ID
2017-1332
Category
Alternative Dispute Resolution

Overview

The American Arbitration Association is seeking a Case Administrator in our Consumer Operations Division. 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. The Case Administrator will communicate effectively and responds to inquiries in a timely, courteous manner; assists managers with informing and educating clients on ADR processes; and applies advanced understanding of AAA rules in administering arbitration cases.


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.

Responsibilities

  • Serves as the primary AAA liaison with case participants and arbitrators, initiating and maintaining the flow of pertinent information on assigned cases and accurately and effectively communicating AAA practices and procedures.
  • Maintains uniform, accurate electronic records and statistical information in the case management system in accordance with established standards.
  • Delivers the highest level of professional client service by timely responding to the phone calls, emails and correspondence of case participants and arbitrators.
  • Utilizes effective time management skills to focus on critical issues, constantly prioritizing work to meet deadlines and case participant expectations.
  • Understands and communicates with case participants and arbitrators about applicable AAA Rules and procedures, including Consumer Due Process Protocols.
  • Advises arbitrators on procedural hearing management, applicable rules, jurisdiction and related topics and assists arbitrators with the timely and accurate issuance of orders and awards.
  • Guided by filing documents and party requests, selects, invites and appoints appropriate arbitrator, or prepares arbitrator lists for party selection of arbitrator, from among the arbitrators on the AAA roster.
  • Consults with supervisor and fellow AAA colleagues in a continuous effort to promote and provide quality standards and practices with regard to rules, administration of cases and arbitrator relations.
  • Initiates, schedules and facilitates administrative conferences and telephone hearings.

Qualifications

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


Education & Experience: Associate’s degree; 2 years prior work experience in a customer service, legal services, and/or judicial environment; or an equivalent combination of education and work experience.

 

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, attorneys, arbitrators, mediators and employees of the organization.

 

Math Ability: 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.

 

Computer Skills: Intermediate proficiency with Microsoft Word, Excel and web-based case management systems

 

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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