Senior Associate, Service Delivery

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

📋 Description

• Oversee and support client benefits websites.

• Document and implement processes related to benefits.

• Deliver advanced operational and technical assistance to clients and the bswift service center.

• Address client issues by researching bswift products and utilizing internal systems.

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

• Provide escalation support and proactive updates to clients.

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

• Keep benefit class matrices, requirements documentation, rates, permissions, field options, site text, and question logs up-to-date.

• Conduct quality assurance testing on client sites and assist in resolving issues.

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

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

• Lead and set agendas for client meetings.

• Identify and promote process improvements and operational efficiencies.

• Develop and execute fulfillment procedures.

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

• Support sales and marketing efforts as needed.

• Assist with special projects and other assigned responsibilities.

⛳️ Requirements

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

• Over 3 years of experience in benefits administration, including direct experience with benefits administration platforms and processes.

• More than 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 skills in Microsoft Excel, including VLOOKUPs, Pivot Tables, and basic formulas.

• Excellent written and verbal communication abilities.

• Strong analytical skills and capability to convert complex data into actionable insights.

• Ability to function effectively and make prompt decisions in a fast-paced, ambiguous setting.

• High levels of productivity, organizational skills, reliability, accuracy, and attention to detail.

• Initiative, creativity, and innovative problem-solving capabilities.

• Strong dedication to teamwork, client service, and achieving business results.

🏝️ Benefits

• Health, dental, and vision insurance options.

• Performance-based incentives available for most positions.

• Remote-first approach with office-friendly options.

• Employer-sponsored retirement savings plans.

• Access to professional development, training, and career advancement resources.

• Collaborative and supportive culture with open communication and innovative problem-solving.

• Resources for mental health, financial planning, and wellness.

• Flexible and creative working environment.

• Specific benefits may vary by position and are subject to change.