Homeoffice Field Arbitration Manager bei undefined

DEPARTMENT: Member Operations

JOB TITLE: Arbitration Manager

JOB CODE: FAM

REPORTS TO: Operations Manager

FLSA STATUS: Exempt

EMPLOYMENT TYPE: Full-Time

JOB PURPOSE: 

This role at Arbitration Forums, Inc. (AF) is as unique as it is rewarding because of the AF IPAAL Values (Integrity, Passion, Accountability, Achievement, Leadership) and TRI Model (Trust, Respect, Inclusion).

The Arbitration Manager helps drive AF’s success by facilitating all aspects of the inter-company arbitration process to deliver accelerated cycle times, superior quality, and exceptional member experience.

Through working as part of a large remote team, strict adherence to AF policies, and seamless cross-department collaboration, this position consistently achieves operational excellence and elevates member experience.

The Arbitration Manager also collaborates with internal AF resources to develop initiatives and action plans to improve current processes and procedures.

DEPARTMENTAL EXPECTATION OF EMPLOYEE 

• Adheres to AF Policy and Procedures and the AF IPAAL Values and TRI Model 
• Acts as a role model within and outside AF.
• Perform duties as workload necessitates. 
• Maintains a positive and respectful attitude. 
• Communicate regularly with the departmental leader about department issues. 
• Demonstrates flexible and efficient time management and ability to prioritize workload. 
• Consistently reports to work on time, prepared to perform duties of the position. 
• Meets Department productivity standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Hear arbitration cases assigned by management and primarily work in one or more of the six “functional areas” described below:
  • Field Operations collaborates closely with member companies to facilitate the arbitration process. Their focus is on delivering timely and high-quality outcomes while maintaining exceptional service standards. This team also acts as the primary liaison for operational leaders, offering performance insights, training, and system support.
  • Member Relations takes a proactive approach to member engagement. Through structured outreach, they aim to uncover and understand evolving member needs and pain points. These insights are then translated into actionable inputs for the Member Experience teams, ensuring that solutions are designed with the member perspective at the forefront.
  • Arbitration Hearing is responsible for managing specialized arbitration processes. Their goal is to ensure timely and quality decisions while maintaining a high level of service. This team oversees arbitrator panels, triages and assigns cases, schedules hearings, and provides coaching to arbitrators to support consistent decision-making.
  • In-line QA plays a strategic role in maintaining arbitration quality. By proactively identifying quality risks and reviewing decisions, they help ensure procedural compliance and clarity in decision explanations. Their data-driven approach targets improvement opportunities and supports arbitrator development through coaching.
  • Post Decision Inquiry focuses on ensuring decision quality by reviewing member inquiries for clarity and procedural compliance. When necessary, they amend decisions, educate members on correctable errors, and coach arbitrators to improve the quality and clarity of their decisions. This ensures that members receive accurate and understandable outcomes.
  • QA and Field Training is instrumental in enhancing decision quality and member experience. They provide proactive oversight and training, leveraging data to deliver insights. Their responsibilities include leading member QA reviews, monitoring service interactions, and delivering targeted training to address specific needs.

ADDITIONAL DUTIES AND EXPECTATIONS:

• Continuously developing skills in other “functional areas”.
• May be asked to temporarily work in another “functional area” with little or no notice.
• Participate in the Back-Up Phone Team.
• Participate in projects and process improvement initiatives.
• Maintain competency in AF’s existing (and developing) products and services.
• Maintain knowledge of AF Rules, Arbitration Agreements and procedures.
• Interpret state statutes, and case law as it applies to civil disputes.
• Assist with onboarding, training, and development of Member Service Representatives in the arbitration process.
• Maintain and achieve in-demand skills.
• Completion of relevant continuing education. 

QUALIFICATIONS

Required Qualifications

• Five or more years of recent Auto claims experience (auto physical damage and liability) and/or Property liability claims experience including estimating, adjusting, negotiating, and settling claims preferred.
• Excellent customer service skills
• Excellent written and verbal communication skills
• Demonstrated ability to analyze complex data sets and develop actionable plans that drive continuous improvement.
• Computer proficiency including Microsoft Office & video conferencing tools
• Leadership skills
• Occasional travel required.

Preferred Qualifications

• Bachelor’s Degree 
• Experience working independently as part of a virtual team.
• Experience with subrogation and arbitration.
• Understanding of AF programs, systems, and processes.
• Knowledge of new product development.
• Experience in project management and agile processes.

Core Competencies and Skills

• Member-Centric Mindset
• Teamwork
• Strategic Thinking
• Collaboration and Communication
• Problem Solving and Decision Making
• Adaptability and Innovation

AMERICANS WITH DISABILITY SPECIFICATIONS 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

WORK ENVIRONMENT 

This is a fully remote position requiring reliable high-speed internet access and a dedicated workspace.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.