American Arbitration Association

  • Supervisor, NYSI

    Job Location(s) US-NY-New York
    Job ID
    Alternative Dispute Resolution
  • Overview

    As a Supervisor, the successful candidate will be an important member of a highly collaborative team in our New York State Insurance Case Management Center. Reporting to the Assistant Vice President, the Supervisor will direct and provide guidance to an assigned team responsible for case administration, which includes the conciliation and arbitration of no-fault claims; will serve as a liaison between parties and their representatives; will proactively resolve client related matters, and will take preventative measures to offset concerns.

    The selected candidate will supervise 7-12 staff employees; will carry out supervisory responsibilities in accordance with the AAA’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    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.


    • Identifies and develops areas of opportunity for improvement; collaborates with the team to reach goals and reports the team’s progress initiatives.
    • Plans and delegates assignments to staff, regularly reviews work for accuracy based on applicable laws, regulations, policies and AAA standards.
    • Collects data to forecast and track key account metrics; prepares various ad-hoc reports and data analytics as required.
    • Provides a high level of customer service; builds and maintains successful customer relationships and recommends changes to the work process to improve customer service.
    • Applies conflict negotiation skills to resolve cases and issues such as case complaints, queries and requests.
    • Manages data relating to case issues; identifies patterns and reports on issues arising from operation of the workload; weighs importance of concerns and escalates them to management as necessary.
    • Handles confidential and sensitive information with integrity, discretion and sound judgment.
    • Maintains knowledge of industry trends and their potential impact on the caseload. 


    Education & Experience: Bachelor’s degree in business, legal, or other discipline; 5 years of work experience in legal, related industry or court system; 2 years of prior supervisory experience; 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, 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.

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


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