Case Administrator II

Job ID
Alternative Dispute Resolution


As a Case Administrator in our Construction Division – Northeast Case Management Center, you will be primarily responsible for providing a high-level of case administration in accordance with the rules and procedures of the Association; provides a high level of customer-service in dealing with clients, their representatives, attorneys, arbitrators and mediators.


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.


  • Serve 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.
  • Maintain 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.
  • Assist in the coordination, initiation, and facilitation of conference calls.
  • Demonstrating 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.
  • Understand and comply with existing billing, disbursement and collection policies and practices and communicates them effectively to parties, advocates and neutrals.
  • 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 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: 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, 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.

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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