Benefit Charges Manager

Experian

1d • Remote

About The Position

As the Benefit Charges Manager, you will lead and oversee the benefit charge process for a dedicated book of clients, manage a team of benefit charge analysts, and ensure strategic execution of the end-to-end process. As the ideal candidate, you'll need to: Provide comprehensive leadership and strategic oversight to the benefit charge team, ensuring performance goals, service levels, and quality standards are consistently met while also fostering internal team growth Oversee daily operations including benefit charge volumes, processing timelines, and quality metrics to maintain optimal efficiency Lead coaching sessions to foster development, accountability, and continuous improvement while conducting regular 1:1's in addition to mid-year and annual reviews Ensure all processes comply with internal audit standards and regulatory requirements while overseeing daily operations to maintain optimal efficiency Represent the team in client meetings and calls, particularly for high-impact accounts or escalated issues Collaborate with internal teams and clients to improve processes and outcomes while delivering feedback to senior leadership on team performance, client trends, and operational challenges to support strategic planning Act as the primary escalation point for complex benefit charge scenarios and internal team concerns, offering guidance and resolution particularly for high impact accounts or escalated issues Bring creative and strategic solutions to complex problems and act as a change agent to evolve processes and team effectiveness Proactively coordinate with the mailroom and data processing teams to communicate expectations and adjust workload priorities You will report to Experian's Senior Director, Unemployment Cost Management

Requirements

• Bachelor's degree or equivalent combination of education and relevant work experience
• 5+ years of experience in unemployment insurance, benefit charge management, unemployment cost management, or a related Employer Services function
• 2+ years of people leadership experience, including coaching, performance management, and conducting regular 1:1s and performance reviews
• Working knowledge of unemployment benefit charge processes, including charge determinations, protests, appeals, and regulatory requirements
• Experience managing high-volume, deadline-driven operational workflows with accountability to service levels, quality standards, and performance metrics
• Able to ensure compliance with internal audit standards, documented procedures, and applicable state and federal regulations
• Experience handling escalations and complex cases, including serving as a point of contact for high-impact employer accounts
• Able to represent the team in client meetings and collaborate with internal partners
• Experience managing teams within an Employer Services or Unemployment Cost Management environment
• Client-facing experience supporting complex employer accounts
• Experience leading process improvements or operational change programs
• Experience analyzing trends and operational data to inform decisions and provide insights to senior leadership

Responsibilities

• Provide comprehensive leadership and strategic oversight to the benefit charge team, ensuring performance goals, service levels, and quality standards are consistently met while also fostering internal team growth
• Oversee daily operations including benefit charge volumes, processing timelines, and quality metrics to maintain optimal efficiency
• Lead coaching sessions to foster development, accountability, and continuous improvement while conducting regular 1:1's in addition to mid-year and annual reviews
• Ensure all processes comply with internal audit standards and regulatory requirements while overseeing daily operations to maintain optimal efficiency
• Represent the team in client meetings and calls, particularly for high-impact accounts or escalated issues
• Collaborate with internal teams and clients to improve processes and outcomes while delivering feedback to senior leadership on team performance, client trends, and operational challenges to support strategic planning
• Act as the primary escalation point for complex benefit charge scenarios and internal team concerns, offering guidance and resolution particularly for high impact accounts or escalated issues
• Bring creative and strategic solutions to complex problems and act as a change agent to evolve processes and team effectiveness
• Proactively coordinate with the mailroom and data processing teams to communicate expectations and adjust workload priorities

Benefits

• Great compensation package and bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Flexible work environment, ability to work fully remote, hybrid or in-office
• Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager