Case Manager (Legal)

The Case Manager is responsible for performing a variety of clerical and administrative duties requiring knowledge of operating policies, procedures, and regulations, and is diligent in assuring the needs of our neutrals and clients are efficiently handled.

Duties and Responsibilities:

• Deliver client and neutral support.
• Perform day-to-day administrative tasks, such as answering phone calls, copying, printing, scanning and notarizing documents.
• Provide outstanding customer service, maintaining a polite, helpful, and professional manner.
• Serve as the primary point of contact for employee questions, escalations, and day-to-day operational concerns within the department.
• Identify common problems and escalates them to management, along with possible suggestions for improvement; share customer feedback so that services can be improved.
• Respect client and neutral confidentiality at all times.
• Monitor, complete, and assign tasks accordingly in NetSuite.
• Manage a desk of neutrals, for which you schedule, reschedule, and cancel mediations as requested.
• Observe, receive, and obtain information for accurate scheduling.
• Manage a large volume of emails, information, and booking requests.
• Work regularly with clients and neutrals to schedule mediations to meet customer’s needs.
• Resolve client conflicts and complaints.
• Perform other related duties as assigned my management.

QUALIFICATIONS:

• Associate’s degree in business or related field.
• 3 years office administrative and customer service experience; legal experience preferred.
• Proficient and competent in technology systems, specific skills in Microsoft Office Suite, Slack, Zoom, Dropbox, Adobe Acrobat, web-based case management systems and NetSuite experience desirable.
• Ability to assess and enhance client satisfaction, strengthen client relationships, and resolve issues effectively.
• Excellent organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication abilities.
• Effective at managing conflict with a solution-focused approach.

For twenty-five years, Miles Mediation & Arbitration has been shaping the alternative dispute resolution (ADR) industry with our comprehensive professional services model that combines the expertise of our highly skilled, diverse panel of neutrals with an unparalleled level of client support to guide and empower parties to fair, timely, and cost-effective resolution regardless of case size, specialization, or complexity.