We are passionate about what we do, the services we provide, and the clients we serve. If you're looking for an opportunity to join a company that values collaboration, innovation, and dedication, we're the right place for you.

A Brief Overview

The Senior Case Manager ("SCM") collaborates with panelists who handle arbitrations and mediations to help develop and manage their alternative dispute resolution ("ADR") practices. The SCM provides essential case management services, ensures excellent client experiences, and identifies opportunities to expand business relationships.

What you will do

• Collaborates with panelists to develop and administer their ADR practices; ensures alignment with company goals.
• Manages case files through the entire case lifecycle, including preparing panelist lists in partnership with the Arbitration Practice Team, in response to arbitration filings or client requests.
• Partners with panelists to track performance and ensure annual practice goals are met or exceeded.
• Maintains professional and effective communication with clients; supports the business development and growth of their assigned panelists’ practices.
• Supports daily case management needs, ensuring timely and accurate follow-up on client interactions. Communicates and meets with local manager to discuss case issues or needs-improvement areas.
• Builds professional relationships to assess satisfaction; identifies additional business opportunities.
• Provides exceptional client service by responding promptly to general inquiries and website information requests.

• Bachelor's Degree in Business, Operations, Management, Legal, or related field. Preferred
• 2-4 years of working in administration and case management. Required
• 2-4 years of working in legal and client service role. Required
• 4-6 years For internal candidates, proven ability as a Case Manager, or similar position. Required
• Proficiency in all ADR processes and procedures. (Required proficiency)
• Knowledge of Panelists’ proficiency, practice areas and preferences in the local Resolution Center (RC). (Plus proficiency)
• Computer literate and proficient in all software programs required for the position. (Required proficiency)
• Excellent verbal and written communication skills. (Required proficiency)
• Emotional intelligence and adaptability under pressure. (Required proficiency)
• Ability to organize, prioritize, and manage multiple responsibilities and tasks in a quick-paced environment. (Required proficiency)