American Arbitration Association

Senior Case Administrator (Legal Service Support Associate)

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


You will work with a dedicated group of professionals and will be responsible for providing administrative support on select international cases in accordance with the rules and procedures of the International Centre for Dispute Resolution (ICDR)-American Arbitration Association (AAA) and applicable law. This is an exciting opportunity for an individual seeking a career in the legal industry who prides themselves on professionalism, client service, communications abilities, and problem-solving skills.


The successful applicant will work from New York, NY, on a hybrid basis (approximately 50% on-site). The salary range for this position is $66,700 - $68,180 / year, and quarterly incentive opportunities targeting 7.5% of the annual base salary.


Named 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.


  • Assists directors and managers with informing and educating clients on ADR processes; apply advanced understanding of ICDR-AAA rules managing arbitration cases.
  • Evaluate, interpret, and deliver appropriate case management services on assigned cases.
  • Conducts administrative conferences and initiates and facilitates preliminary hearings.
  • Assists mediators and arbitrators in compliance with all applicable rules and in issuing awards; assesses arbitrator challenges and recommends solutions.
  • Creates lists of suitable and appropriate arbitrators and mediators to propose to parties.
  • Ensures confidentiality of case information and case records; adheres to the AAA’s information security and data privacy policies, procedures, and practices.
  • Conducts management of cases effectively, ensures deadlines are met, maintains neutrality during client interactions, and identifies and resolves roadblocks.
  • Serves as an impartial liaison to initiate and maintain an efficient flow of information between the parties, representatives, arbitrators, and mediators.
  • Communicates ICDR-AAA policies and procedures to parties, counsel, and other general communications effectively and responds to inquiries promptly and courteously.
  • Serves as a customer service representative and identifies potential prospective business when answering general inquiries expressing interest in the Association and its services.
  • Cultivates customer relationships to garner a high level of trust and respect in ICDR-AAA and our services and conveys customer feedback for improvement to management on a regular and consistent basis.
  • Understands the context of ICDR-AAA procedures and can interpret and determine their application to specific cases and those of fellow case administrators.
  • Demonstrates regular, reliable, and predictable job attendance.
  • Attends on-site and in-person meetings and training sessions.


Education & Experience: Bachelor's degree in business, legal or related discipline; 3 -5 years of relevant work experience (e.g., customer service, case administration, legal 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.


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.


Computer Skills: Intermediate proficiency with Microsoft Outlook, 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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