Pay Range: Charlotte, Miami, San Antonio: $49,000 – $52,00 Atlanta, Buffalo, Dallas, Fresno: $52,000 – $55,000 Houston, Johnston, Minneapolis: $53,000 – $56,000 Chicago, Philadelphia, Voorhees: $55,000 – $59,000 Boston, Los Angeles: $58,000 - $61,000 New York City, San Francisco: $62,000 – $65,000 SUMMARY Provides administrative support on arbitration and mediation cases in accordance with the rules and procedures of the AAA and applicable law. ESSENTIAL FUNCTIONS Manage 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. 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. 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. The American Arbitration Association is an equal opportunity employer (EEO) and we value diversity in our workplace. We consider 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. Thank you for your interest in a career with the American Arbitration Association. You can track your application status and complete any required tasks below. The American Arbitration Association (AAA) and its global division, the International Centre for Dispute Resolution (ICDR), are global leaders in arbitration, mediation, and online dispute resolution. For over a century, we have helped resolve complex disputes with fairness, efficiency, and integrity — earning the trust of businesses, organizations, and individuals worldwide. Today, we are transforming how disputes are resolved. As a digital-first, solutions-driven organization, we are integrating advanced technology, data, and AI-enabled tools to improve speed, accessibility, and the overall user experience. Our culture is grounded in purpose, innovation, and continuous improvement. We are proud to be recognized as a best-in-class employer, offering meaningful careers where employees can grow, collaborate, and make a measurable impact. Our comprehensive benefits include health coverage, a 403(b) with strong employer contributions, student loan assistance, and generous paid time off — supporting both professional success and personal well-being.

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