Case Manager

About the role

A Brief Overview
The Case Manager ("CM") provides vital administrative and operational support to panelists who handle arbitrations and mediations while ensuring smooth case management processes and experiences. The CM focuses on mastering the fundamentals of case management while maintaining excellent client relationships and contributing to the overall success of the alternative dispute resolution ("ADR") process.

Responsibilities

• Manages case files, maintains accurate records and ensures that all case-related documents are up to date.
• Prepares and distributes panelist lists in response to arbitration filings or client requests, in partnership with local management, the Arbitration Practice Team, and ADRC, ADRS, and SCM colleagues.
• Schedules and coordinates hearings, conference calls, and other case-related activities to meet client and panelist needs.
• Provides exceptional client service by responding promptly to general inquiries and website information requests.
• Supports their assigned panelists with basic administrative tasks related to their ADR practices; ensures timely follow-up on case-related actions.
• Maintains case timeliness and deadlines; ensures all milestones are met.
• Communicates effectively with clients, panelists, and team members to resolve basic questions or issues that arise during the case lifecycle.
• Engages in learning opportunities to expand knowledge in the company’s processes and tools to become proficient in case management systems and workflows.
• Buils foundational knowledge of ADR practices and procedures through training and hands-on experience.

Requirements

• Bachelor's Degree in Business, Operations, Management, or related field.
• 2-4 years of working in case management.
• 2-4 years of working in legal and client service role.
• 1-3 years For internal candidates, proven ability as a Case Coordinator, or similar position.
• Proven ability to engage in learning opportunities to expand knowledge in the company’s processes and tools to become proficient in case management systems and workflows.
• Knowledge of Panelists’ proficiency, practice areas and preferences in the local Resolution Center (RC).
• Computer literate and proficient in all software programs required for the position.
• Written and verbal communication skills.
• Emotional intelligence and adaptability under pressure.
• Ability to organize, prioritize, and manage multiple responsibilities and tasks in a quick-paced environment.