Job Description

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 OverviewThe DR Consultant ("DRC") works closely with panelists who handle arbitrations and mediations to support their practice development, in addition to serving as a senior-level case management resource. The DRC handles the most complex cases, provides mentorship to less-experienced case managers, and collaborates with cross-functional teams to enhance client satisfaction and identify growth opportunities. In addition, the DRC partners with local and regional management to provide ongoing associate education and provides mentorship to less-experienced case managers and drives organizational knowledge sharing.

Responsibilities

What you will do

• Manages highly complex cases, including those involving multiple parties or unique administration challenges. Prepares applicable panelist lists in response to client needs.
• Partners with panelists to ensure timely follow-up on closed cases, assesses client satisfaction, and identifies opportunities for future business.
• Collaborates with the Marketing and Business Development teams to support panelists in meeting or exceeding their annual practice goals.
• Schedules and coordinates hearings, conference calls, and pre-hearing preparation sessions to ensure all client needs are met.
• Mentors less-experienced case managers; serves as a resource on complex case management and best practices. Leads the administration of government programs and other highly complex, multi-party or multi-case matters with intricate administration requirements.
• Acts as a resource for new panelists, assisting with their onboarding and practice ramp-up.
• Greets clients during in-person, virtual and/or hybrid hearings; fosters a welcoming and professional experience as needed by local management.
• Builds relationships with clients to assess their experience; reports potential issues or opportunities to local management and Client Experience team.
• Handles general inquiry calls and website requests; ensures prompt and accurate responses; contributes to a culture of service excellence.

Qualifications

• Bachelor's Degree in Business, Operations, Management, or related field. OR Required
• Paralegal certificate. Plus
• 4-6 years Comparable work experience in legal department, legal services, or law firm. Plus
• 2-3 years For internal candidates, proven ability as a Sr. Case Manager or similar position for a minimum of 3 years. Required
• Ability to articulate, train, and perform in accordance with all policies and procedures that affect overall management of case matters including, but not limited to, documentation, financial policies, and usage of JAMSware, for all types of resolution services the company and its Panelists offer; mastery of the arbitration process and procedure. (Required proficiency)
• Ability to lead projects and interact with multiple departments and company audiences. (Required proficiency)
• Mastery of the proficiency, practice areas, and practice preferences of all Panelists that will perform services within their markets, so that the most appropriate Panelists are identified and recommended for each case; knowledge of Panelists’ practices, strengths and weaknesses, and styles. (Required proficiency)
• Computer literate and proficient in all software programs required for the position. (Required proficiency)
• Ability to organize, prioritize, and manage multiple responsibilities and tasks in a quick-paced environment. (Required proficiency)
• Excellent verbal and written communication skills. Critical thinking and analysis, reading comprehension and clear, effective writing. (Required proficiency)
• Emotional intelligence and adaptability under pressure. (Required proficiency)
• Good understanding of the legal industry including court processes and legal terminology. (Required proficiency)
• Mastery of all types of case management – arbitration, mediation, allocation, neutral analysis and court appointed assignments, etc. (Required proficiency)