American Arbitration Association

  • Case Administrator II

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

    The American Arbitration Association is seeking a Case Administrator II in our Western Case Management Center (WCMC) - Consumer Division. The Case Administrator II is primarily responsible for providing administrative support on arbitration cases in accordance with the rules and procedures of the AAA and applicable law; communicating effectively and responding to inquiries in a timely, courteous manner; assisting managers with informing and educating clients on ADR processes and applying advanced understanding of AAA rules in administering arbitration cases.


    • 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.


    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.

    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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