Case Administrator (Legal Services/Administrative Support)

American Arbitration Association; Providence (RI); Remote; USD 53,000 - 56,000; Full time

Benefits offered by this job

Remote work arrangement

Medical insurance

Dental insurance

Orthodontia

Vision coverage

Student loan repayment

403(b) retirement plan

Pet insurance

Paid time off

Job summary

The American Arbitration Association seeks a detail-oriented Case Administrator to manage arbitration and mediation cases across industries. You will handle day-to-day case administration through our proprietary case management system (PRISM), correspond with parties, attorneys, and neutrals, and ensure accurate scheduling, documentation, and billing processes.

This position is ideal for professionals with a background in customer service or legal support who are interested in alternative

Qualifications

• Associate's degree in business or related field or equivalent
• Minimum three years of experience in customer service, case administration, or legal environments
• Strong written and verbal communication skills; interact effectively with diverse stakeholders
• Intermediate proficiency in Microsoft Office, especially Excel (pivot tables, formulas, data analysis)
• Comfort with web-based systems and adaptability to new technologies, including AI-related tools
• Exceptional attention to detail and time management skills
• Ability to manage sensitive information with professionalism and discretion

Responsibilities

• Manage arbitration and mediation cases; communicates with parties, party representatives, and arbitrators/mediators via telephone, email, video conferencing, and letters; perform scheduling and other administrative tasks
• Understand and apply rules and procedures for arbitration and mediation, including fee and billing policies
• Maintain and update case files, records, and documents in PRISM
• Ensure confidentiality of case information and adhere to AAA information security and data privacy policies
• Assist in coordinating conference calls and video conferences
• Understand and apply correct case fee schedules; calculate and explain billings
• Prepare and send electronic and written communications to parties, attorneys, and arbitrators/mediators
• Proactively identify case management issues and inform management with proposed solutions
• Respond to inquiries from clients and educate them on ADR processes
• Advise panelists on hearing management and related issues
• Provide feedback to management regarding interactions with arbitrators and mediators

Skills

Customer service experience

Communication skills

Microsoft Excel

Web-based systems

Attention to detail

Discretion with sensitive information

Adaptability to AI tools

Education

Associate's degree in business or related field

Tools

PRISM case management system

Microsoft Office Suite

Job description

Pay Range: Charlotte, Miami, San Antonio: $49,000 - $52,000
Atlanta, Buffalo, Dallas: $52,000 - $55,000
Houston, Johnston, RI, Minneapolis: $53,000 - $56,000
Chicago, Philadelphia, Voorhees, NJ: $55,000 - $59,000
Boston: $58,000 - $61,000
New York, NY: $62,000 - $65,000

The American Arbitration Association (AAA) seeks a detail-oriented and service-driven Case Administrator to manage arbitration and mediation cases across a wide range of industries. You will handle day-to-day case administration through our proprietary case management system (PRISM), correspond with parties, attorneys, and neutrals, and ensure accurate scheduling, documentation, and billing processes. This position is ideal for professionals with a background in customer service or legal support who are interested in alternative dispute resolution and are adept at using technology to manage case data.

ESSENTIAL FUNCTIONS

• 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.

Work Environment

This position offers a remote work arrangement. Our competitive compensation package 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.

Qualifications

• Associate's degree in business or related field, or equivalent combination of education and experience
• Minimum three years of experience in customer service, case administration, or legal environments
• Strong written and verbal communication skills; able to interact effectively with diverse stakeholders
• Intermediate proficiency in Microsoft Office, especially Excel (pivot tables, formulas, data analysis)
• Comfort with web-based systems and adaptability to new technologies, including AI-related tools
• Exceptional attention to detail and time management skills
• Ability to manage sensitive information with professionalism and discretion

About Us

The American Arbitration Association (AAA), recognized among The NonProfit Times' 50 Best Nonprofits to Work For, offers a dynamic, fast-paced environment where excellence meets opportunity. Our organization leads arbitration and mediation across diverse industries, providing professionals with unique exposure to multiple business sectors and conflict resolution practices. We foster growth through collaboration with experienced legal professionals and invest in our team through comprehensive professional development programs. At the AAA, we combine challenging work with meaningful recognition in an environment where merit drives success and learning never stops.

The American Arbitration Association is an equal opportunity employer (EEO) and we value diversity in our workplace. We consider 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.