American Arbitration Association

Supervisor, NYSI

Job Location(s) US-NY-Buffalo
Job ID
Insurance Management


The American Arbitration Association (AAA), the leading provider of alternative dispute resolution services, seeks a Supervisor to join our New York State Insurance Buffalo Regional Office. The Supervisor directs and provides guidance to an assigned team responsible for case administration, including conciliation and arbitration of no-fault claims; serves as a liaison between parties and their representatives; proactively resolves client-related matters; takes preventative measures to offset concerns.


The annual equivalent target salary for this position is $77,893 with an incentive opportunity.


The AAA currently requires all of its employees who work on-site to either submit proof of vaccination, or provide proof weekly of a negative COVID-19 test. Additionally, a New York City Commissioner of Health and Mental Hygiene Order stipulates that workers in New York City who perform in-person work must show proof of vaccination, and the AAA is required to comply with this order. Employees may request an accommodation for medical or religious reasons. By applying for this position, you are indicating that, unless you qualify for an accommodation, should a federal, state or local order or AAA policy be in place at the time of your hiring that requires you to be vaccinated to perform your position on-site, that you will meet the requirements of that order or policy in advance of your start date. The AAA considers your agreement to meet any such requirements as a pre-requisite for consideration for this position.


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, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, 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.


The selected candidate will possess a strong people management skillset, including general corporate, not-for-profit, or other organizational experience, with a demonstrated ability to interact and work with individuals at all levels internally and externally. Primary responsibilities include the following:

  • 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 review 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; identify patterns and reports on issues arising from the operation of the workload; weighs the 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.

Directly supervises 7-12 employees; carries 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.


Education & Experience: Bachelor’s degree in business, legal, or other disciplines; 5 years of work experience in a 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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