Senior Associate, Service Delivery – Enterprise

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

📋 Description

• Address client concerns and respond to inquiries regarding bswift products by utilizing research and internal systems.

• Manage email and voicemail tickets within a 24-hour timeframe, ensuring ownership until resolution is achieved.

• Offer escalation support and provide proactive updates to clients.

• Assist with technical guidance during the implementation of new client benefits websites.

• Maintain and refresh client sites, encompassing benefit class matrices, requirements documentation, rates, permissions, field options, site text, and question logs.

• Conduct quality assurance testing and aid in issue resolution.

• Oversee workflows related to carrier and payroll feed setup and maintenance.

• Prepare and present technical and product demonstrations, trainings, and presentations.

• Facilitate and design agendas for client meetings as necessary.

• Recognize and promote process enhancements and operational efficiencies.

• Formulate and execute fulfillment procedures.

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

• Contribute to sales and marketing initiatives and assist with special projects.

⛳️ Requirements

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

• A minimum of 3 years' experience in benefits administration, including practical experience with benefits administration platforms and processes.

• At least 3 years' experience in a client services position.

• More than 2 years' project management experience.

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

• Practical experience with benefits administration systems.

• 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 capabilities and the ability to convert complex data into actionable insights.

• Capability to operate effectively and make prompt decisions in a dynamic and ambiguous environment.

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

• Proven initiative, resourcefulness, and innovative problem-solving abilities.

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

🏝️ Benefits

• Access to health, dental, and vision plans.

• Performance-based incentives available for most positions.

• Remote-first, office-friendly environment.

• Employer-sponsored retirement savings programs.

• Opportunities for career advancement, including training and access to resources.

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

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