Case Administrator (Legal Services/Administrative Support)

American Arbitration Association; Rhode Island; Hybrid; USD 53,000 - 56,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

403(b) retirement plan with company-m\

Job summary

The American Arbitration Association (AAA) seeks a detail-oriented Case Administrator to manage arbitration and mediation cases using PRISM. You will handle day-to-day case administration, communicate with parties, attorneys, and neutrals, and ensure accurate scheduling, documentation, and billing.

This remote-friendly position is ideal for professionals with a background in customer service or legal support who thrive with technology and data management.

Qualifications

• Associate's degree in business or related field or equivalent experience.
• Minimum three years of customer service, case administration, or legal support experience.
• Strong written and verbal communication; ability to interact with diverse stakeholders.
• Intermediate Excel skills (pivot tables, formulas, data analysis) and MS Office.
• Comfort with web-based systems and AI-related tools; detail-oriented and discreet.

Responsibilities

• Manage arbitration and mediation cases; communicate with parties and arbitrators by phone, email, video, and letters.
• Apply rules and fee/billing policies; interpret and apply accordingly.
• Maintain and update case files in PRISM; ensure confidentiality and data privacy.
• Coordinate conference calls and video conferences; assist with scheduling and billing.
• Explain fee calculations and billing processes to customers; monitor case management issues.
• Prepare and send communications; support clients and attorneys with ADR processes.

Skills

Customer service

Case administration

Strong communication

Time management

Discretion

Team collaboration

Attention to detail

Data entry

Adaptability

Education

Associate's degree in business or related field

Tools

Microsoft Office

Excel

PRISM case management

AI tools (basic)

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.

The American Arbitration Association (AAA) and its global division, the International Centre for Dispute Resolution (ICDR), are global leaders in arbitration, mediation, and online dispute resolution. For over a century, we have helped resolve complex disputes with fairness, efficiency, and integrity — earning the trust of businesses, organizations, and individuals worldwide. Today, we are transforming how disputes are resolved. As a digital-first, solutions-driven organization, we are integrating advanced technology, data, and AI-enabled tools to improve speed, accessibility, and the overall user experience. Our culture is grounded in purpose, innovation, and continuous improvement. We are proud to be recognized as a best-in-class employer, offering meaningful careers where employees can grow, collaborate, and make a measurable impact. Our comprehensive benefits include health coverage, a 403(b) with strong employer contributions, student loan assistance, and generous paid time off — supporting both professional success and personal well-being.