Case Administrator II

Job ID
Case Administrator RI Consumer
Alternative Dispute Resolution


As one of seven 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.


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Regular, predictable and reliable attendance is an essential job function.

  • Serves as the primary, neutral 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, knowing when and how they should apply.
  • Reviews all case correspondence to ensure proper service to all appropriate case participants and arbitrators, to determine what action is needed to address all aspects of the communication for fast, effective and fair service, and to be familiar with knowledgeable about their assigned cases.
  • Understands responsibilities of arbitrators and assists and 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, when indicated, prepares arbitrator lists for party selection of arbitrator, from among the arbitrators on the AAA roster.
  • Regularly works with fellow AAA colleagues in a continuous effort to promote and provide top quality standards and practices with regard to rules, administration of cases and arbitrator relations.
  • Consults on a regular basis with immediate supervisor to ensure that quality and consistency of case administration are met.
  • Initiates schedules and facilitates administrative conferences and telephonic hearings as needed or as directed by the arbitrator.
  • Provides coverage for assigned fellow case administrators during times of absence or leave


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.
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.
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, financial/fee schedules, data charts and graphs.
Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Technical Skills: Intermediate proficiency with Microsoft Excel, Word, and web-based case management systems.


Success Factors:

Results Oriented: Focuses on the desired result of one’s own actions/performance

Attention to Communication: Ensures that regular, consistent, and effective communication takes place

Initiative: Identifies what needs to be done and takes action before being asked or required

Forward Thinking: Anticipates possible problems and develops contingency plans in advance and anticipates consequences of situations and plans accordingly

Thoroughness: Monitors the quality of one’s own work; Acts to verify information and checks the accuracy of own work

Written Communication: Expresses oneself clearly and concisely in writing; tailors written communications to effectively reach an audience

Oral Communication: Expresses oneself clearly in conversations and interactions with others and tailors speech to the level and experience of the audience


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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