Named one of the 50 best non-profits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. Our employees also participate in a comprehensive benefits program that 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 benefits.Responsibilities
- Directly supervises employees; carries out supervisory responsibilities in accordance with the AAA's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Establishes and maintains a professional rapport with the user community, stakeholders, and internal associates; responds to inquiries promptly; anticipates, troubleshoots, and resolves problems by weighing the importance of facts and issues in a manner that fosters resolution and efficient management of cases; ensures that unresolved and complex issues are escalated to the appropriate supervisor.
- Articulates and demonstrates an expert comprehension and application of NYS Regulation 68 and NYS Regulation 35D; Applies concepts from the Regulations to NYSI division processes and procedures to effectively manage departments; Ensures appropriate case management aligned with NYSI Division and AAA-ICDR goals.
- Ensures confidentiality of case information and records; adheres to the AAA's information security and data privacy policies, procedures, and practices.
- Facilitates current and new arbitrator panel training on the use of the online ADR system, including providing online tutorials, manuals, demonstrations, and training materials on upcoming and new feature enhancements.
- Oversees transactions to meet parties' expectations, deadlines, program concerns, and recusal requests; monitors Arbitrator and other party concerns regarding the NF programs (including those emanating from the NYS DFS); observes No-Fault Arbitration hearings regularly and reports on findings.
- Works with carriers and third-party administrators (TPAs) to collect and accurately allocate payments, resolve related monetary issues (i.e., application of prior payments), and oversee payment timeframes and progress.
- Serves as the Corporate Finance department liaison on the No-Fault Caseload, including the status of carriers in arrears, review and resolution of error exception reports, conducts follow-up as requested/arranged with Corporate Finance, provides support documentation to verify outstanding money owed and status of collection activities for carrier and TPA payments regarding accounts in arrears for assessments.
- Researches and collects information, detects, analyzes, reports (prepares regular and ad hoc reports), and makes recommendations for improvement based on analysis of patterns and current industry information.
- Conducts outreach to parties; coordinates attendance for committee/user group meetings; helps develop and recommend webinar/agenda items for No-Fault User Meetings.
- Consult with internal stakeholders to understand overriding issues within the user and potential user community; recommend improvements based on customer feedback analysis.
- Manages day-to-day operational activities to ensure the efficient functioning of the AAA's physical office spaces, implements cost-effective facility management strategies, and ensures efficient resource allocation, fostering a collaborative and high-performance work environment.
- Attends and represents the AAA at conferences and events.
- Demonstrates regular, reliable, and predictable job attendance.
- Regularly attends meetings and training events, both on-site and virtual.
Education & Experience: Bachelor's degree in business or related discipline; 4-6 years of progressive experience with New York auto insurance/No-Fault claims, and knowledge and experience in insurance law, regulations, and claim practices; plus 1-3 years of experience directly managing a team; or an equivalent combination of education and experience.
Communications Abilities: (Verbal) Expresses oneself clearly in conversations and interactions with others; tailors speech to the level and experience of the audience; uses appropriate grammar and choice of words; expresses ideas in a concise, organized manner; maintains eye contact when speaking with others; (Written) Expresses oneself clearly and concisely in writing; tailors written communications to reach an audience effectively; uses graphics and other aids to clarify complex or technical information; writes using concrete, specific language; uses correct spelling, grammar, and punctuation.
Reasoning Ability: Possesses ability to solve practical problems with a variety of variables; exercises sound judgment to make decisions consistent with the essential job functions, including the ability to determine importance and when to elevate problems to a supervisor.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, data charts, and graphs.
Technology Skills: Intermediate proficiency with Microsoft Outlook, Word, Excel, and web-based case management systems.
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.