American Arbitration Association

  • Director of Resolution Services, NYSI

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

    For over 40 years, the New York State Department of Financial Services (NYS DFS) has provided consumers and insurance carriers with the opportunity for the conciliation or arbitration of disputed claims in certain automobile insurance programs, and the American Arbitration Association (AAA) has administered the arbitration of such disputed claims in partnership with the NYS DFS.

    As a Director of Resolution Services, the successful candidate will be an important contributing member of a highly collaborative team in our New York State Insurance Division. Reporting to the Assistant Vice President, the Director will primarily be responsible for identifying, analyzing, managing, and facilitating strategic process improvements to the Division’s alternative dispute resolution services in compliance with New York State Insurance Regulations, guidelines, and rules; develops, cultivates, and maintains client relationships; identifies, recommends, and assists in implementing strategic business initiatives that support business operations and operational goals.

    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.


    • Serves as a customer/account executive developing rapport and building trusting relationships.
    • Plans and executes strategy for mediation, conciliation, and related alternative dispute resolution options for the NYSI program.
    • Analyzes business intelligence data to identify trends that can lead to settlement opportunities and improved customer service.
    • Facilitates party settlement negotiations and suggests innovative alternative dispute resolution options for consideration.
    • Develops and delivers training modules (including ADR techniques) to staff on the best practices of administration for case resolution.
    • Regularly meet with business users to have a better understanding of the operations and ways to improve it; supports business leaders with continuous analysis of our business processes, quantifying opportunities.
    • Analyzes work flows within and across business units; identifies, develops, and proposes detailed strategies that drive greater operational efficiencies.
    • Designs, develops and executes processes or projects; works with business unit heads or project team members throughout various phases of planning, implementation, and control.
    • Leads small to medium scale process improvement initiatives; is accountable for the quality and timely completion of each stage of the process improvement efforts.
    • Elicits business requirements using interviews, document analysis, requirements, workshops, business process descriptions, use cases, scenarios, business analysis, task and workflow.
    • Delivers informative, well-organized presentations.


    Education & Experience: Bachelor’s degree in business, legal, or other discipline; 5 years of work experience in alternative dispute resolution, automobile insurance, legal, or related industry; or an equivalent combination of education and work experience. Certification: Have or be working toward Lean Six Sigma certification (Black or Green Belt).


    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 and when to escalate issues to a supervisor.


    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.


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


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