Mediation Administrator, Dispute Resolution Services

About the position The Mediation Administrator in Dispute Resolution Services is responsible for applying advanced analytical skills to provide interpretations regarding rules and regulations, and managing a docket of mediation cases. This position is an established individual contributor who works under moderate supervision. Essential Job Functions: Provides case administration of both arbitration converted cases and cases in which the parties agree to mediate first. Determine mediating parties, assess fees, and negotiate conditions to mediate. Independently answer questions about the mediation process and make decisions about eligibility of requests. Conduct regular solicitation of the parties in active arbitration cases through a variety of outreach methods to introduce the mediation alternative. Use reports to recognize filing trends and identify multiple party cases. Monthly, determine cases nearing arbitration final hearing dates to encourage mediation. Market special mediation programs such as Mediation Settlement Month. Communicate with frequent users of our forum to encourage mediation on a regular basis. Report monthly statistical information on mediation activity in the regions using a shared Department database. Maintain this information in a shared Department database and send monthly updates to DRS Infrastructure for purposes of reporting statistics on our external website. Provide excellent customer service, and responds to customer complaints orally and in writing. Attend mediation hearings to assist mediators and parties. Independently respond to inquiries from DRS management, attorneys, DRS staff, neutrals, and parties regarding issues surrounding the mediation process, complaints, or procedural problems. Prepare reports on mediation and special programs for DRS management, NAMC, and DRS Board. Evaluate mediators and, if needed, make recommendations to remove mediators from roster. Serve as Department liaison with the Finance, Corporate Communication, DR Technology, Case Administration, and Neutral Management departments to coordinate services as needed. Assist in ensuring uniform and consistent administrative policies and excellent customer services by (but not limited to): the analysis of customer service surveys, and review of administrative management reports. Initiate disciplinary referrals. Demonstration of FINRA’s values. Collaboration, both in-person and virtually, in furtherance of FINRA’s mission of investor protection and market integrity. Responsibilities • Provides case administration of both arbitration converted cases and cases in which the parties agree to mediate first. • Determine mediating parties, assess fees, and negotiate conditions to mediate. • Independently answer questions about the mediation process and make decisions about eligibility of requests. • Conduct regular solicitation of the parties in active arbitration cases through a variety of outreach methods to introduce the mediation alternative. • Use reports to recognize filing trends and identify multiple party cases. • Monthly, determine cases nearing arbitration final hearing dates to encourage mediation. • Market special mediation programs such as Mediation Settlement Month. • Communicate with frequent users of our forum to encourage mediation on a regular basis. • Report monthly statistical information on mediation activity in the regions using a shared Department database. • Maintain this information in a shared Department database and send monthly updates to DRS Infrastructure for purposes of reporting statistics on our external website. • Provide excellent customer service, and responds to customer complaints orally and in writing. • Attend mediation hearings to assist mediators and parties. • Independently respond to inquiries from DRS management, attorneys, DRS staff, neutrals, and parties regarding issues surrounding the mediation process, complaints, or procedural problems. • Prepare reports on mediation and special programs for DRS management, NAMC, and DRS Board. • Evaluate mediators and, if needed, make recommendations to remove mediators from roster. • Serve as Department liaison with the Finance, Corporate Communication, DR Technology, Case Administration, and Neutral Management departments to coordinate services as needed. • Assist in ensuring uniform and consistent administrative policies and excellent customer services by (but not limited to): the analysis of customer service surveys, and review of administrative management reports. • Initiate disciplinary referrals. • Demonstration of FINRA’s values. • Collaboration, both in-person and virtually, in furtherance of FINRA’s mission of investor protection and market integrity. Requirements • Bachelor’s degree and four (4) years of related experience or equivalent combination of education and experience • Expertise using a desktop computer with the full suite of electronic office applications and other office equipment. • Excellent customer se

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