Senior Associate, Service Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Address client concerns and answer queries related to bswift products through research and internal systems.

• Manage email and voicemail tickets within 24 hours, ensuring ownership until resolution.

• Offer escalation assistance and proactive updates to clients.

• Keep up-to-date knowledge of internal systems for both general and specialized client inquiries.

• Offer technical support and guidance during the implementation of new client benefits websites.

• Oversee maintenance of client sites, which includes benefit class matrices, requirements documentation, rates, permissions, field options, site text, and question logs.

• Conduct quality assurance testing and assist in resolving issues.

• Handle the setup and ongoing maintenance workflows for carrier and payroll feeds.

• Prepare and present technical and product demonstrations, presentations, and training sessions.

• Facilitate client meetings and prepare agendas as necessary.

• Promote process enhancements and operational efficiencies.

• Develop and execute fulfillment procedures.

• Mentor and coach team members while sharing customer insights across teams.

• Assist with sales and marketing initiatives.

• Contribute to special projects and other assigned tasks.

• Exemplify bswift’s core values.

⛳️ Requirements

• Bachelor’s degree from a four-year institution, or an equivalent combination of education and experience.

• A minimum of 3 years of experience in benefits administration, with hands-on experience in supporting benefits administration platforms and processes.

• Over 3 years of experience in a client services role.

• At least 2 years of project management experience.

• Strong technical background with the ability to navigate complex systems.

• Practical experience with benefits administration systems.

• Experience with payroll systems, HRIS, or similar software platforms is highly preferred.

• Advanced proficiency in Microsoft Excel, including VLOOKUPs, Pivot Tables, and basic formulas.

• Excellent written and verbal communication skills for both technical and non-technical audiences.

• Strong analytical abilities to convert complex data into actionable insights.

• Capacity to operate effectively and make prompt decisions in a fast-paced, dynamic environment.

• Demonstrated productivity, organization, reliability, accuracy, and attention to detail.

• Proactive, resourceful, and innovative problem-solving abilities.

• Commitment to teamwork, client service, and achieving business results.

• Preferred experience in mentoring or coaching junior team members.

• Previous experience in sales support or client-facing presentations is preferred.

• Experience supporting annual enrollment cycles and large client implementations is preferred.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance plans.

• Performance-based incentives available for most roles.

• Remote-first, yet office-friendly work environment.

• Employer-sponsored retirement savings programs.

• Resources for professional development, training, and career advancement.

• A supportive and collaborative company culture.

• Access to mental health, financial planning, and wellness resources.