Case Manager

About the role

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. The Case Manager provides vital administrative and operational support to panelists who handle arbitrations and mediations while ensuring smooth case management processes and experiences. The role 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 assigned panelists with basic administrative tasks related to their ADR practices; ensures timely follow-up on case-related actions.
• Monitors 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.
• Builds foundational knowledge of ADR practices and procedures through training and hands-on experience.
• Other duties as assigned within similar scope.

Requirements

• Bachelor's Degree in Business, Operations, Management, or related field (preferred).
• 2-4 years of experience in case management (required).
• 2-4 years of experience in a legal and client service role (required).
• 1-3 years of relevant experience (for internal candidates, proven ability as a Case Coordinator or similar position).

Skills

• Proficiency in all ADR processes and procedures, including mediation, arbitration, and court reference matters (required).
• Knowledge of panelists’ proficiency, practice areas, and preferences in the local Resolution Center (preferred).
• Computer literacy and proficiency in all software programs required for the position (required).
• Strong written and verbal communication skills (required).
• Emotional intelligence and adaptability under pressure (required).
• Ability to organize, prioritize, and manage multiple responsibilities and tasks in a fast-paced environment (required).