[Remote] Case Administrator (Legal Services/Administrative Support)

Note: The job is a remote job and is open to candidates in USA. The American Arbitration Association provides administrative support for arbitration and mediation cases in accordance with AAA rules and applicable law. The Case Administrator manages case files, communications, scheduling, billing, and procedural coordination while responding to clients and supporting arbitrators and mediators.

Responsibilities

• Manage assigned arbitration and mediation cases; communicates regularly with parties, party representatives, and arbitrators and mediators by telephone, email, video conferencing, and letter; performs scheduling and other administrative tasks
• Understands and applies respective rules and procedures for administering arbitration and mediation cases, including fee and billing policies; interprets and determines their appropriate application to assigned cases
• Maintains and updates case files, records, and documents in the online case management system (PRISM)
• Ensures confidentiality of case information and case records; adheres to the AAA's information security and data privacy policies, procedures, and practices
• Assists in coordinating, initiating, and administering conference calls and video conferences
• Understands and applies correct case fee schedules; accurately calculates and allocates billings/cancellations based on fee schedules and contractual agreements; explains fee calculations and billing processes to customers
• Prepares and sends electronic and written communications to parties, party attorneys, and arbitrators and mediators
• Proactively identifies case management issues and informs management with proposed solutions; takes appropriate action to resolve them as appropriate
• Responds to inquiries from clients, client representatives, and panelists in a timely and courteous manner; assists managers with informing and educating clients and client representatives on ADR processes
• Advise panelists on procedural hearing management, jurisdiction, and related issues; assist in monitoring case management skills
• Provides feedback to management regarding interaction with arbitrators and mediators
• Demonstrates regular, reliable, and predictable job attendance
• Attends on-site and in-person meetings and training sessions

Skills

• Associate's degree in business or related discipline; three years of relevant work experience (e.g. customer service, case administration, legal environment); or an equivalent combination of education and work experience

Benefits

• Hybrid work arrangement

Company Overview