Claims Service Center Leader, Employee Benefits ( 2500002D ) **Primary Location** : UNITED STATES-NC-Charlotte **Other Locations** : UNITED STATES-NY-New York, UNITED STATES-Remote, UNITED STATES-NY-Syracuse **Organization** : Equitable **Schedule** : Full-time **Description** At Equitable, our power is in our people. We're individuals from different cultures and backgrounds. Those differences make us stronger as a team and a force for good in our communities. Here, you'll work with dynamic individuals, build your skills, and unleash new ways of working and thinking. Are you ready to join an organization that will help unlock your potential? Equitable is looking for an influential and dynamic leader to join our team! The Claims Service Center Leader will own and lead the design, development, and launch of our Employee Benefits Claims Service Center. This role will include oversight and responsibility for claims intake, claims support, and ongoing claims-related customer service to clients, claimants, and other relevant internal and external parties. Reporting directly to the Head of Claims, this role is pivotal in ensuring exceptional customer service, compliance with regulatory standards, and meeting the diverse needs of our clients. The role will encompass building and leading this new function, along with maintaining critical claims vendor relationships. This individual must be able to translate Employee Benefits’ “Powerfully Simple” vision into actionable, quantitative, and innovative plans, in delivering the Employee Benefit claims experience. **Key Job Responsibilities** + **Customer Service:** Oversees the customer service capability for all Employee Benefits claims products. Ensures clients, claimants, and stakeholders are provided with industry-leading experiences. + **Client Relationships:** Fosters strong relationships with clients to understand their needs and ensure high levels of satisfaction. Addresses and resolves any client issues or concerns promptly. + **Operational Model Development:** Creates an operating model that delivers high customer satisfaction scores, reduces operational expenses, and ensures high quality with rigorous internal controls. + **Volume and Metrics Management:** Provides regular updates on incoming volume and related metrics to stakeholders. Monitors and takes accountability for achievement of service goals and objectives. + **Vendor Liaison:** Serves as primary liaison with intake and contact center process partners. + **Process Management:** Oversees multiple processes related to the intake and ongoing administrative support of the claims function. + **Stakeholder Management:** Collaborates with internal departments, external partners, and other key stakeholders to execute a market-leading claims customer service strategy. + **Performs other duties as assigned.** The base salary range for this position is $70,000-$100,000. Actual base salaries vary based on skills, experience, and geographical location. In addition to base pay, Equitable provides compensation to reward performance with base salary increases, spot bonuses, and short-term incentive compensation opportunities. Eligibility for these programs depends on level and functional area of responsibility. For eligible employees, Equitable provides a full range of benefits. This includes medical, dental, vision, a 401(k) plan, and paid time off. For detailed descriptions of these benefits, please reference the link below. **Equitable Pay and Benefits** : Equitable Total Rewards Program (https://portal.equitable.com/appentry/EDoxRedirect?node\_id=A2023013000001) **Qualifications** **Required Qualifications** + 7 years of experience in Employee Benefits / Group Insurance Claims and Service + 5 years of leadership experience with excellent team management abilities + Prior experience leading people in a Claims and/or Contact Center environment + Specific experience with Short Term Disability, Long Term Disability and/or Paid/Unpaid Leave **Preferred Qualifications** + Bachelor’s degree + Strong understanding of technology and industry trends + Excellent client relationship management and customer service skills + Strong verbal, written communication, and presentation skills + Comfortable dealing with complexity and ambiguity and able to explore multiple solutions + Previous experience with FINEOS Claims software platform preferred, but not required + Experience with claims artificial intelligence initiatives with internal/external partners **Skills** **Claims / Customer Service:** Expertise in Claims and/or Call Center leadership environments monitoring key metrics such as service levels, occupancy, speed to answer, and customer satisfaction. Experience with employee benefits products: Disability and Leave of Absence, Short Term Disability, Statutory Disability Coverages, Long Term Disability, and State Paid Leaves. Proficient in deploying strategies and techniques to ensure claims customer service meets the highest standards of accuracy, compliance, and efficiency. **Effective Communications:** Proficient in effective communication concepts, tools, and techniques. Capable of transmitting, receiving, and accurately interpreting ideas, information, and needs through the application of appropriate communication behaviors. Essential for managing client relationships and team interactions. **Leadership:** In-depth knowledge of leadership practices and processes. Skilled in using strategies and techniques to inspire and guide internal claims teams towards achieving both short-term objectives and long-term goals. Ability to maintain a vision for future state improvements and the roadmap to achieve them. **Planning: Tactical, Strategic:** Well-versed in effective planning techniques. Ability to contribute to operational (short-term), tactical (1-2 years), and strategic (3-5 years) planning to support the overall business plan and objectives. Critical for aligning claims management with company goals. **Product and Vendor Oversight:** Expertise in product and vendor relationships and oversight. Skilled in building relationships with Business Process Outsourcing (BPO) and claims vendors, ensuring alignment with organizational needs and compliance with regulatory standards. **Project Management:** Proficient in project management strategies and tactics. Capable of planning, organizing, monitoring, and controlling projects to ensure efficient utilization of technical and administrative resources, achieving project objectives effectively. Essential for overseeing claims processing improvements and team projects. **Data Analysis and Interpretation** : Advanced proficiency in claims data analysis techniques and tools. Ability to interpret complex data sets to make informed decisions and drive continuous improvement initiatives. Skilled in using date to identify trends, root causes, and opportunities for enhanced processes. **ABOUT EQUITABLE** At Equitable, we’re a team of over ten thousand strong; committed to helping our clients secure their financial well-being so that they can pursue long and fulfilling lives. We turn challenges into opportunities by thinking, working, and leading differently – where everyone is a leader. We encourage every employee to leverage their unique talents to become a force for good at Equitable and in their local communities. We are continuously investing in our people by offering growth, internal mobility, comprehensive compensation and benefits to support overall well-being, flexibility, and a culture of collaboration and teamwork. We are looking for talented, dedicated, purposeful people who want to make an impact. Join Equitable and pursue a career with purpose. ****** Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws. NOTE: Equitable participates in the E-Verify program. If reasonable accommodation is needed to participate in the job application or interview process or to perform the essential job functions of this position, please contact Human Resources at (212) 314-2211 or email us at TalentAcquisition@equitable.com . **Req ID:** 2500002D