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Equitable Manager- Employee Benefits CUSTOMER SERVICE MANAGER in Charlotte, North Carolina

Manager- Employee Benefits CUSTOMER SERVICE MANAGER ( 21000089 )

Primary Location : UNITED STATES-NC-Charlotte

Organization : Equitable

Schedule : Full-time


At Equitable, our power is 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?


Candidate will be a member of Equitable’s Customer Service team supporting Equitable’s Employee Benefits business responsible for the following:

From a manager and business analyst perspective, candidate will be expected to:

  • Supervisor for members of the Customer Service team

  • Provide development, training, and feedback to the Customer Service Team members on an ongoing basis

  • Define and refine processes and document written procedures to improve the efficiency of the business

  • Handles escalated service issues

  • Report on key performance metrics on a daily, monthly and quarterly basis including: abandon call rate, call answer speed, customer satisfaction, contact volume, contacts closed within service level agreements, open ticket volume, aged ticket volume

  • Optimize customer experience through application of industry knowledge, subject matter expertise and technology tools with ability to track feedback / results and measure against industry benchmarks

  • Projects as assigned

Additional Customer Service Responsibilities:

  • Customer inquiries related to product, coverage and administration guidelines

  • Group eligibility administration - additions, changes, terminations

  • Employer billing inquiries related to invoice administration, reconciliation and website support

  • Ad hoc technology support for Brokers, Employers and Employees related to Equitable’s EB360 website and enrollment platform


Minimum Qualifications:

  • 3 years minimum supervisory experience or equivalent in a team environment

  • Candidate must possess a Life & Health license

  • Candidate must have a minimum of 5 years’ experience in the Group Benefits space with familiarity of the following products - Life/AD&D, Dental, Vision, Short & Long-Term Disability

  • Candidate must have Customer Service and Relationship Management experience with demonstrated proficiency in responding to customer requests, problem solving, processing administrative transactions and case management

  • Candidate must have experience with Enrollment platforms

Preferred Qualifications:

  • Spanish speaking preferred

  • Candidate must possess a Customer centric mindset

  • Demonstrates proficiency with leveraging technology to optimize Customer Service capabilities

  • Strong written/verbal communication skills

  • Ability to operate in a challenging and fast-paced team environment.

  • Possess a high level of reliability, responsibility and organization


About Equitable

We have been providing stability and reliability to our clients since 1859 to help them live their lives with confidence, to give them peace of mind, and enable them to realize their dreams for their loved ones and their legacy.

As an employer, Equitable is committed to creating an environment where everyone feels completely comfortable bringing their true selves to work every day. Equitable has been recognized and certified as a great place to work by the Great Place to Work Institute.

We provide our employees opportunities to move within our organization so they can grow their career and skills without ever having to leave Equitable. Almost 40% of our open jobs are filled with current employees.

In addition to competitive compensation and an outstanding benefits package including 401(k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment.

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: 21000089