American Arbitration Association

Senior Case Administrator

Job Location(s) US-CA-Fresno
Job ID
Senior Case Administrator-2022
Alternative Dispute Resolution


As a Senior Case Administrator (Case Administrator III) you will be responsible for providing advanced case management of alternative dispute resolution (ADR) services and serve as an impartial liaison to the parties and their representatives.


Named as one of the 50 best nonprofits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. We offer a competitive compensation package. Our employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, and vision coverage, a student loan repayment program, a 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.


  • Serves as neutral liaison to parties, representatives, and arbitrators, and maintains effective flow of information between stakeholders.
  • Initiates and maintains an efficient flow of information between arbitrators, parties and their representatives.
  • Selects and appoints or creates lists of appropriate arbitrators to propose to parties from AAA’s roster based on description and party’s request.
  • Maintains accurate information in electronic case management system from initiation to completion of a case.
  • Understands and complies with existing billing, disbursement and collection policies and communicates these effectively to involved parties, advocates and mediators.
  • Proactively identifies case management issues and take appropriate action to resolve case issues as these arise.
  • Responds to inquiries about the AAA with accurate and precise information, in a timely manner, and with a strong focus on customer service.
  • Gives feedback on mediators to appropriate staff; evaluates arbitrator removal requests and challenges; recommends areas for panel recruitment when a deficiency exists.
  • Initiates and conducts administrative conferences and facilitates preliminary hearings.
  • Assists arbitrators in the timely and accurate issuance of awards
  • Participates in regular trainings, meetings, hearings and conferences; provides feedback and makes recommendations on continuously improving quality and delivery of services to management.
  • Attend on-site meetings and in-person training sessions.


Education & Experience: Bachelor’s degree; 5 years of direct case management experience involving comprehensive customer service in law, judicial, or related industry; or an equivalent combination of work experience and education.

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 Skills: 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.

Technology 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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