For over 40 years, the New York State Department of Financial Services (NYS DFS) has provided consumers and insurance carriers with the opportunity for the conciliation or arbitration of disputed claims in certain automobile insurance programs, and the American Arbitration Association (AAA) has administered the arbitration of such disputed claims in partnership with the NYS DFS.
The American Arbitration Association is seeking three (3) No Fault Hearing Liaisons. The successful candidates will be important contributing members of a highly collaborative team in our New York State Insurance Case Management Center (NYSI CMC), and will serve as neutral liaisons between parties, their representatives, and arbitrators on assigned No Fault arbitration cases. The Liaisons will schedule arbitration hearings in a timely and efficient manner; monitors and updates the hearing calendars to accommodate parties’ requests; understands and complies with the rules and procedures of the American Arbitration Association, and the NYS DFS.
Maintains assigned aspects of case hearing administration (i.e. entry, maintenance, and report generation of scheduling information); explains and provides clear and accurate information to parties concerning procedures required by No Fault law and AAA.
Initiates and sustains accurate and efficient flow of information; processes requests from parties and arbitrators; schedules and batches hearings; responds immediately to inquiries related to NF Arbitration cases, monitors and follows-up to ensure cases are appropriately scheduled; provides arbitrator support on the hearing day (s) including last minute calendar adjustments such as adjournments and telephonic hearing requests.
Maintains records of party and arbitrator schedules, time off, and specific accommodations; prepares regular and ad hoc reports such as case searches, case aging, party availability, and arbitrator availability; ensures creation of related hearing and scheduling documentation and correspondence; performs related computer data entry.
Develops and sustains client relationships to ensure trust and respect for AAA and its services; communicates customer feedback and critique to immediate supervisor and makes suggestions for improvement.
Anticipates, troubleshoots and resolves problems efficiently, utilizing all available information and system data; weighs the importance of issues and escalates unresolved/complex ones appropriately.
Complies with established operating procedures and NYSDFS regulations; applies knowledge and understanding of applicable rules, regulations, and protocols; maintains confidentiality of client and case information; consults with supervisor for guidance to ensure quality and consistency standards.
Works in conjunction with the Divisional Vice President and the NYS Liaison to ensure that all matters are addressed.
Education & Experience: Bachelor’s degree; 3 years of experience with extensive customer contact in a client-centered work environment; or an equivalent mix of education and experience.
Reasoning Ability: Possesses ability to solve practical problems with a variety of variables; exercises sound judgment to make decisions in a manner consistent with the essential job functions, including the ability to determine importance and when to escalate issues to a supervisor.
Language Skills: Ability to read and interpret documents such as legal files, business correspondence and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers, arbitrators, mediators or employees of the organization.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, data charts and graphs.
Technical Skills: Intermediate proficiency in Outlook, Word and Excel.