Overview
JAMS is committed to diversity and inclusion.
Collaborates with Panelists to assist in the development of their business. Manages complex cases through the life of a case. Assesses the overall client experience in order to identify additional business opportunities. Administers cases guided by company rules, policies, and best practices. Serves as a business partner to Panelists to assist them in achieving their practice goals.
Responsibilities
- Oversees the administration of government programs or other complex, multi-case matters involving multiple parties or complex administration issues. Acts as a resource to the General Counsel's office on issues such as assessment of employment and consumer and screening matters.
- Administers cases promptly per company rules, policies, and best practices. Handles complex cases such as those involving multiple parties or complex administration issues; convenes contract cases and manages case files where Panelist has either already been selected by the client(s), or when a Panelist recommendation is needed, including preparing applicable Panelist lists.
- Collaborates with Panelist(s) to develop and administer their ADR practice. Supports Panelists in meeting or exceeding annual practice goals.
- Maintains professional client relations, supports business development, and manages case files through the entire lifecycle.
- Assists the Arbitration Practice Team as needed, when forming “strike lists” for Arbitration or other matters involving the selection process.
- Handles general inquiry calls and responds to website information requests.
- Fosters positive client relations and supports business development; partners with Panelists to determine client satisfaction and future business opportunities.
- Mentors case coordinators and less tenured case managers to foster their professional development. Creates and implements case management services in partnership with the Talent Development team.
- Communicates and meets with local manager to discuss case issues.
Qualifications
- 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. Plus
- 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’ practice preferences in the local Resolution Center (RC). (Plus proficiency)
- Computer literate and proficient in all software programs required for the position. (Required proficiency)
- Verbal and written communication skills. (Required proficiency)
Internal Candidates
- 4-6 years proven ability as a Case Manager, or similar position. Required
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