Senior Case Administrator

American Arbitration Association • Boston, MA • 3h ago

Location: Boston, MA, United States

Date Posted:Aug 13, 2025

The American Arbitration Association is an equal opportunity employer (EEO) and considers 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.

If you are unable to complete your application, you may request a disability accommodation and submit your information through an alternative method by contacting the Human Resources Department via email- [email protected] .

Description

Senior Case Administrator (2025-135)

Overview

The American Arbitration Association (AAA) is seeking a detail-oriented and proactive Senior Case Administrator to support the administration of arbitration and mediation cases. In this role, you will manage complex case processes, mentor junior staff, and serve as a key liaison between parties, legal representatives, and neutrals. This position requires strong administrative, communication, and organizational skills, and offers an exciting opportunity to support the mission of delivering fair and timely dispute resolution services.

ESSENTIAL FUNCTIONS

Manages 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.

Serves as a mentor, providing guidance and assistance on case administration rules and procedures to Case Administrator I and Case Administrator II colleagues; assists in developing and conducting training; provides coverage for Manager.

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.

Work Environment

This position offers a hybrid work arrangement; candidates must reside at a U.S. location within 125 miles of their assigned office location. Compensation will be determined based on geographic location.

Compensation

New York, NY | San Francisco, CA: $70,180 - $74,300

Boston, MA | Los Angeles, CA: $65,750 - $69,650

Chicago, IL|Philadelphia, PA|Voorhees, NJ: $63,200 - $66,900

Houston, TX|Johnston, RI|Minneapolis, MN: $60,450 - $64,000

Atlanta, GA|Buffalo, NY|Dallas, TX|Fresno, CA: $59,400 - $62,900

Charlotte, NC|Miami, FL: $56,200 - $59,500

This position is also eligible for quarterly performance-based incentives.

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.

Education & Experience:

Associate's degree in business or a related field.

Four to six years of relevant experience in customer service, case administration, or a legal environment.

Equivalent combinations of education and experience will be considered.

Knowledge, Skills & Abilities:

Proficiency in reviewing and interpreting legal and business documents.

Strong communication skills, both written and verbal.

Intermediate proficiency with Microsoft Office (including Excel functions like pivot tables and formulas).

Familiarity with databases and web-based case management systems.

Ability to mentor peers, resolve conflicts diplomatically, and maintain confidentiality in high-stakes environments.

Comfortable adapting to emerging technologies, including AI-based platforms.

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.

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