Benefit Charges Manager - Remote

Experian • Madison, MS

4h • 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:

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

Nice To Haves

• 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