Arbitration and Mediation Case Filing Supervisor - American Arbitration Association Inc.
Fresno, CA 93720
About the Job
Description
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.
The successful applicant will have a hybrid or remote work arrangement, but must reside within a 125-mile radius of the AAA's office located in Fresno, CA. The starting salary range for the position is $79,000 - $84,000, plus an annual incentive opportunity targeting up to 10% of the base salary.
SUMMARY
The Arbitration and Mediation Case Filing Supervisor is responsible for overseeing and directing case filing teams to ensure accurate and efficient entry of case filings and data into the PRISM case management system; administers a caseload of deficient filings.
ESSENTIAL FUNCTIONS
- Oversees and monitors case filing specialists' work; provides guidance, training, and mentorship; manages resources to address fluctuations in work volume.
- Ensures data entry of new case filings complies with policies, procedures, and statutory requirements governing case filing operations.
- Directly supervises 5+ employees; carries out supervisory responsibilities in accordance with AAA's policies and applicable laws, including interviewing, hiring, training, assigning work, appraising performance, rewarding, disciplining, and resolving issues.
- Develops and monitors case entry process to achieve the highest degree of accuracy, efficiency, and customer satisfaction.
- Collaborates with divisions to ensure case filing process meets corporate and divisional objectives; develops tracking mechanisms and reporting tools to identify trends and alert management of opportunities and risks.
- Communicates with parties to identify and correct under-serviced filings.
- Identifies key performance indicators (KPIs) for case filing team and develops KPI reports.
- Attends on-site meetings and training sessions.
- Ensures confidentiality of case information and records; adheres to AAA's information security and data privacy policies.
- Demonstrates regular, reliable, predictable job attendance.
EDUCATION & EXPERIENCE
Bachelor's degree in business, legal studies, or related field. Minimum of 3 years of experience in a customer service environment, with at least 1 year in a supervisory or leadership role. An equivalent combination of education and experience may be considered.
KNOWLEDGE, SKILLS, & ABILITIES
- Ability to lead, motivate, and manage a team; delegate tasks effectively; provide guidance and feedback; foster a positive work environment; handle personnel issues.
- Dedicated to providing exceptional customer service; able to communicate effectively with parties, understand their needs, and resolve issues; maintains professional demeanor.
- Analyzes problems logically; uses sound judgment to make decisions; develops and implements effective solutions; handles complex issues.
- Ensures accuracy and completeness in work; catches and corrects errors; carefully reviews and verifies information; maintains high quality standards.
- Skilled in using case management software, databases, and related applications; able to navigate systems, input data, generate reports, and troubleshoot issues.
Source : American Arbitration Association Inc.
