Senior Associate, Service Delivery

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

📋 Description

• Oversee and provide support for 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 concerns by researching products and internal systems

• Manage email and voicemail tickets within 24 hours and ensure resolution ownership

• Offer escalation support and proactive updates to clients

• Assist with the implementation of new client benefits websites

• Update matrices for benefit classes, documentation of requirements, rates, permissions, field options, site text, and question logs

• Conduct quality assurance testing and aid in issue resolution

• Oversee the setup and ongoing maintenance workflows for carrier and payroll feeds

• Prepare and deliver technical presentations, product demonstrations, and training sessions

• Lead client meetings, creating agendas as necessary

• Promote continuous process enhancements and operational efficiencies

• Develop and implement fulfillment procedures

• Mentor and coach team members

• Share insights, ideas, and customer needs with bswift teams throughout the product lifecycle

• Assist with sales, marketing efforts, and support assigned special projects

⛳️ Requirements

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

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

• 3+ years of experience in a client services position

• 2+ years of project management experience

• Robust technical background with the ability to navigate complex systems

• Practical experience with benefits administration systems

• Strong preference for experience with payroll systems, HRIS, or related software platforms

• 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 and capacity to distill complex data into actionable insights

• Capability to operate effectively and make prompt decisions in a fast-paced, ambiguous setting

• High levels of productivity, organization, reliability, accuracy, and attention to detail

• Initiative, resourcefulness, and innovative problem-solving capabilities

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

🏝️ Benefits

• Health, dental, and vision insurance plans

• Performance-based incentives available for most roles

• Remote-first, office-friendly work environment

• Employer-sponsored retirement savings programs

• Access to professional development, training, and career growth resources

• Supportive culture that fosters collaboration, open communication, and creative problem-solving

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