Forthright is seeking a Case Coordinator to provide day-to-day operational administration of active arbitration and mediation cases. Introduces parties to the arbitration procedures and answer questions regarding proceedings, rules and codes of procedure quickly and accurately. Responds to all inquiries from parties in a reliable and timely manner. Builds and maintains relationships with arbitrators and mediators. Builds relationships and encourages party retention within arbitration and mediation businesses.

Case processing

• Responsible for the management of arbitration cases in accordance with established rules and procedures. Responsible for independently managing own case load.
• Performs a variety of administrative functions on cases. Responsible for data entering information accurately and quickly into the company’s proprietary case management system.
• Reviews legal documents for compliance according to established rules and procedures.
• Understands, identifies and evaluates specific case management issues based on established, regulatory rules and procedures. Drafts accurate and concise letters and emails guiding parties through the arbitration process according to established rules without giving legal advice.

Customer Service

• Provides timely, respectful and accurate response to inquiries from parties, representatives and neutrals and provides correct and appropriate information to resolve problems efficiently. Responds via e-mail, mail or phone, as appropriate.
• Ensures that complex issues are escalated appropriately. Keeps manager abreast of work and production issues and important customer feedback.
• Communicates professionally and appropriately with internal and external stakeholders. Builds customer service relationships with parties and neutrals. Actively promotes a team environment.

Technology and Other Duties

• Provides technology recommendations, help users utilize technology, and tests technology upgrades, as needed.
• Processes incoming and outgoing mail.
• Regular and predictable attendance is an essential function of this job.
• The employer retains the right to change or assign other duties to this position.

• 4-year Bachelor’s degree, paralegal degree or equivalent experience in legal, customer service or a business setting. Litigation experience highly preferred.
• Demonstrates high aptitude for organization, verbal and written communication skills, with demonstrated ability to effectively interface with both internal staff and external parties and legal professionals.
• Focused and dedicated to producing quality work. Demonstrates outstanding customer service skills. Builds appropriate rapport.
• Must demonstrate a professional, positive attitude, promoting a good team environment.
• Demonstrates ability to work independently within a team.
• Demonstrates strong organizational and time management skills. Must demonstrate high level detail in work product.
• Demonstrates ability to multi-task and manage multiple priorities simultaneously, meeting deadlines.
• Must be dependable and self-driven with the ability to take appropriate initiative, as required. Demonstrates flexibility and adaptability.
• Demonstrates ability to understand, interpret and apply instructions, rules and procedures appropriately, as needed.
• Demonstrates ability to effectively measure and manage work.
• Demonstrates a high level of integrity and discretion when dealing with sensitive, confidential information.
• Must be very comfortable with technology. Possesses strong computer skills; proficiency with MS Office/Outlook, Word, Excel, Adobe Pro and Internet Explorer.