Senior Associate, Service Delivery

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bswift

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 HR Tech

🏢 Enterprise

💰 $51M Private Equity Round on 2014-04

HR Tech • Enterprise • AI

bswift is a leading provider of benefits administration solutions, offering a comprehensive suite of technology and services to help employers and their employees maximize their health and welfare benefits. By leveraging the latest technology and personalized engagement strategies, bswift enhances healthcare outcomes and employee satisfaction. The company is recognized for its innovative use of AI to facilitate seamless benefits enrollment and improve customer service. Recently, bswift has expanded its capabilities through strategic acquisitions, further solidifying its position as a trusted partner for companies seeking to improve their employee benefits programs.

📋 Description

• The Senior Associate, Service Delivery is responsible for maintaining and supporting client benefits websites, documenting and executing benefits-related processes, and providing advanced operational and technical support to clients and the bswift service center. • This role plays a key part in client implementations, issue resolution, continuous improvement efforts, and mentoring team members—while consistently modeling bswift’s core values. • Consistently demonstrate bswift’s core values: Deliver Superior Service, Embrace Accountability, Pursue Excellence, and Be a Great Place to Work. • Resolve client issues by responding to inquiries regarding bswift products, leveraging research and internal systems to identify solutions. • Triage client tickets and inquiries (email and voicemail) within 24 hours, maintaining ownership through resolution, including escalation support and proactive client updates. • Communicate proactively and professionally with clients using a positive, solution-oriented approach. • Maintain a thorough understanding of all internal systems to support general and specialized client requests. • Support and provide technical guidance during the implementation of new client benefits websites. • Maintain and update client sites as requirements change, including benefit class matrices, requirements documentation, rates, permissions, field options, site text, and question logs. • Perform quality assurance testing on client sites; track, monitor, and support issue resolution. • Manage workflow related to the setup and ongoing maintenance of carrier and payroll feeds. • Prepare and deliver technical and product presentations, demonstrations, and trainings, including open enrollment demos, plan changes, site text updates, and release functionality. • Lead and create agendas for client meetings, as required. • Identify and help drive continuous process improvements and operational efficiencies. • Develop and implement fulfillment procedures. • Coach and mentor team members; share insights, ideas, and customer needs across bswift teams throughout the product lifecycle. • Assist with sales and marketing activities, as needed. • Support special projects and additional responsibilities as assigned.

🎯 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 (required), including hands-on experience supporting benefits administration platforms and processes. • 3+ years of experience in a client services role. • 2+ years of project management experience. • Solid technical background with the ability to navigate complex systems. • Hands-on experience with benefits administration systems is required; experience with payroll systems, HRIS, or related software platforms is strongly preferred.

🏖️ Benefits

• Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family. • Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles. • Remote-first, Office-friendly Environment: No time to commute? No problem! • Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs. • Professional Development: Opportunities for career growth, including training and access to resources to support your career progression. • Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued. • Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.