Mediation Support Specialist

Description

Mediation Support Specialist (Legal Services/Administrative Support) - 2026-36



Overview
You will work with a dedicated group of professionals and will be responsible for providing administrative support on mediation cases in accordance with the rules and procedures of the AAA and applicable law. This is an exciting opportunity for an individual seeking a legal career who prides themselves on professionalism, client service, communications abilities, and problem-solving skills.


This position's starting annual salary range is based upon location, with quarterly incentive opportunities.

• San Antonio, TX | Charlotte, NC | Miami, FL - $49,500 - $52,000
• Atlanta, GA | Buffalo, NY | Dallas, TX | Fresno, CA - $52,000 - $55,500
• Johnston, RI | Houston, TX | Minneapolis, MN- $53,000 - $56,500
• New York, NY | San Francisco, CA - $62,000 - $65,500
• Chicago, IL | Voorhees, NJ | San Diego, CA - $55,000 - $59,000
• Boston, MA | Los Angeles, CA | Piscataway, NJ - $58,000 - $61,500

The American Arbitration Association (AAA) is the leading provider of arbitration and mediation dispute resolution services, and has consistently been 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. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, student loan repayment, 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.



RESPONSIBILITIES:

• Assists in administering mediation cases; communicates regularly with parties, party representatives, and mediators by telephone, email, video conferencing, and letter; performs scheduling and other administrative tasks.
• Understands and applies respective rules and procedures 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 (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.
• 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 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's 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, & ABILITIES

• Proficiency in reading and interpreting various documents, including legal files, business correspondence, and procedure manuals.
• Demonstrates strong written communication skills for reports and correspondence.
• Communicates effectively verbally, both in person and via telephone, with diverse stakeholders such as customers, attorneys, arbitrators, mediators, and colleagues.
• Intermediate proficiency with Microsoft Outlook, Word and web-based case management systems.
• Intermediate proficiency in Microsoft Excel, including functions such as pivot tables, formulas, and data analysis tools to maintain, interpret and present complex data effectively.
• Experienced in data management, with the ability to organize and maintain large datasets, ensuring accuracy and efficiency in reporting and decision-making processes.
• Ability to maintain composure and professionalism when dealing with challenging situations or difficult individuals.

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.