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Mediation Administrator

Location: Fresno, CA, United States
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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

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.
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