Senior Case Administrator (San Francisco)

Overview

The American Arbitration Association (AAA) is seeking a detail-oriented and proactive Senior Case Administrator to support arbitration and mediation case administration. The role involves managing case processes, mentoring junior staff, and liaising with parties, legal representatives, and neutrals. Strong administrative, communication, and organizational skills are essential, offering an opportunity to support fair and timely dispute resolution services.

ESSENTIAL FUNCTIONS

1. Manage arbitration and mediation cases; communicate with parties, representatives, arbitrators, and mediators via phone, email, video, and letter; perform scheduling and administrative tasks.
2. Mentor colleagues, provide guidance on case rules and procedures, assist in training, and cover managerial duties.
3. Understand and apply rules and procedures for arbitration and mediation, including fee and billing policies, and interpret their application to cases.
4. Maintain and update case files and records in the online case management system (PRISM).
5. Ensure confidentiality and adhere to AAA's information security and data privacy policies.
6. Coordinate and administer conference calls and video conferences.
7. Apply correct fee schedules; calculate and explain billing and cancellations based on contractual agreements.
8. Prepare and send communications to parties, attorneys, arbitrators, and mediators.
9. Identify case management issues, propose solutions, and take appropriate actions.
10. Respond to inquiries from clients and representatives, and educate them on ADR processes.
11. Advise panelists on procedural and jurisdictional issues; monitor case management skills.
12. Provide feedback on interactions with arbitrators and mediators.
13. Maintain reliable and predictable attendance.
14. Attend on-site meetings and training sessions.

Work Environment

This position offers a hybrid work arrangement; candidates must reside within 125 miles of their assigned office in the U.S. Compensation is location-based.

Compensation

• NY, SF: $70,180 - $74,300
• Boston, LA: $65,750 - $69,650
• Chicago, Philadelphia, Voorhees: $63,200 - $66,900
• Houston, Johnston, Minneapolis: $60,450 - $64,000
• Atlanta, Buffalo, Dallas, Fresno: $59,400 - $62,900
• Charlotte, Miami: $56,200 - $59,500

This role is eligible for quarterly performance incentives and comprehensive benefits including health coverage, student loan repayment, retirement plan, pet insurance discounts, and paid time off.

Education & Experience

• Associates degree in business or a related field.
• Four to six years of relevant experience in customer service, case administration, or legal environments.
• Equivalent education and experience considered.

Knowledge, Skills & Abilities

• Ability to review and interpret legal and business documents.
• Strong written and verbal communication skills.
• Intermediate skills in Microsoft Office, especially Excel.
• Familiarity with databases and web-based case management systems.
• Mentoring, conflict resolution, confidentiality, and adaptability to emerging technologies, including AI platforms.

About Us

The AAA offers a dynamic environment with growth opportunities, leading arbitration and mediation across industries. We promote diversity and professional development, fostering an environment where merit and learning are valued. We are an equal opportunity employer, committed to inclusivity and non-discrimination.