Mediation Administrator - 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 remote work arrangement but must reside within a 125-mile radius of their assigned AAA office location (San Francisco, Los Angeles, Fresno). The starting salary range for the position is $57,700 to $72,000, with quarterly incentive opportunities.
Summary
The Mediation Administrator provides administrative, case management, and customer support for operational and business development activities; serves as liaison between the AAA, ICDR, ODR and mediation teams.
Essential Functions
- Facilitates the filing and scheduling of submission mediation cases with our mediators.
- Manages assigned mediation and other cases; communicates regularly with parties, party representatives, and mediators by telephone, email, video conferencing, and letter; performs scheduling and other administrative tasks.
- Serves as a mentor, providing guidance and assistance on case administration to other colleagues; assists in developing and conducting training; provides coverage when necessary.
- Understands and applies respective guidelines, procedures and rules for administering 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.
- 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.
- 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; 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.
- Provides feedback to management regarding interaction with mediators.
- Demonstrates regular, reliable, and predictable job attendance.
- Attends on-site and in-person meetings and training sessions.
Education and Experience
Associate 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.
Knowledge, Skills and Abilities
- 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 coworkers.
- Intermediate proficiency with Microsoft Outlook, Word, Excel, and web-based case management systems.
- Ability to maintain composure and professionalism when dealing with challenging situations or difficult individuals.
Source : American Arbitration Association Inc.
