Forthright is an innovator in the design, automation and management of processing solutions for complex regulatory and legal dispute resolution programs. Our ability to translate complex regulations into program rules, build workflow systems accordingly, and effectively process high volumes of transactions drive proven results for our clients.

Position Description

Responsible for management of arbitration cases, which requires thorough knowledge of the NJ No-Fault Rules. Works with team to ensure proper procedures are followed. Provides support to all Dispute Resolution Professionals (DRPs.)

General Duties and Responsibilities

Case administration

• Audits for issues that may require higher-level review.
• Enters data into the case management system efficiently and accurately.
• Advances case statuses in accordance with defined workflow processes.
• Recognizes customer service issues with Users.
• Communicates all issues to management clearly and quickly.
• Assists with caseloads of other personnel on an as needed basis.

Party communication

• Maintains timely communication with each party, returns phone calls by the end of each day.
• Sustains a professional attitude at all times.

New demands

• Reviews data entered in the case management system prior to Demand initiation.
• Determines whether the Demand is sufficient to be initiated.
• Processes the appropriate letter, with the appropriate information once the Demand is determined sufficient or deficient.
• Appropriately sets the status of the Demand in the case management system.
• Drafts correspondents regarding the status of each case.
• Enters data into CMS efficiently and accurately.
• Maintains attention to detail throughout the New Demand processes.

Responses

• Reviews responses in the case management system.
• Processes Responses appropriately in the case management system.
• Drafts and processes appropriate correspondence to all parties involved.
• Appropriately sets the status of the Response in the case management system.
• Maintains attention to detail throughout the Response processes.

Pre-Hearings requests and orders

• Determines the timeliness of each Request.
• Processes acknowledgment of all pre-hearing Requests to all parties involved.
• Sends Request to the DRP for a decision and Order appropriately.
• Processes the Order to all parties involved efficiently.
• Maintains attention to detail throughout the Request and Order processes.

Dispute Resolution Professionals (DRPs)

• Custom schedules DRP’s for Oral Hearings successfully.
• Drafts and processes Oral Hearing Scheduling Letter to all parties involved.

Awards

• Reviews and processes the Award in the case management system in a timely manner.
• Generates the Award Cover Letter and the Award.
• Closes each Award file appropriately.
• Redacts the Award appropriately for posting to website.

Additional information requests

• Processes all additional Requests and Request Letters.
• Demonstrates efficiency in notifying the Parties and DRP regarding all Requests.

E-mail and electronic notifications

• Displays the ability to process all incoming emails daily with accuracy and timeliness.
• Addresses daily electronic notifications and accurately performs associated case tasks.

Other

• 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.

Qualifications

• 4-year Bachelor’s degree, paralegal degree or equivalent experience in business, customer service or a legal setting preferred.
• Demonstrates excellent verbal and written communication skills, with demonstrated ability to effectively interface with both internal staff and external customers.
• Customer focused and dedicated to producing quality work. Demonstrates outstanding customer service skills. Builds appropriate rapport.
• Ability to consistently drive for and produce on-time, accurate results in a fast-paced environment.
• 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 detail in work product produced.
• Demonstrates ability to multi-task and manage multiple priorities simultaneously, meeting sensitive deadlines. .
• Demonstrates flexibility and adaptability.
• Demonstrates ability to understand, interpret and apply instructions, rules and procedures appropriately, as needed.
• Demonstrates ability to effectively manage and prioritize work.
• Uses sound judgment with ability to effectively problem solve.
• Must be dependable and self-driven with demonstrated ability to take appropriate initiative, as required.
• 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 and Internet Explorer. Demonstrates ability to use internal software systems.

Why Forthright? Because you'll work with a team of experienced professionals, dedicated to providing service excellence to all parties involved in the dispute resolutions process. The work you do matters - our employees make the difference! We work for everyone's success, including yours. And, we provide career opportunities with learning and growth, plus challenging work for talented, enthusiastic individuals.


Forthright is a Veteran Friendly Employer.