Senior Associate, Service Delivery

Summary

Join bswift as a Senior Associate, Service Delivery and maintain client benefits websites, document and execute benefits-related processes, and provide support to clients and the bswift service center. Key responsibilities include managing and providing technical guidance for implementing new client websites, updating client sites as requirements evolve, conducting quality assurance testing, responding to client inquiries, triaging and resolving client tickets, maintaining thorough knowledge of internal systems, preparing and delivering technical presentations, communicating with customers, driving process improvements, developing and implementing fulfillment procedures, leading client meetings, managing workflows, assisting with sales and marketing, and collaborating with team members. The ideal candidate will possess 3+ years of experience in benefits administration or client services, 2+ years of project management experience, a solid technical background, proficiency in Excel, strong analytical and communication skills, high productivity, reliability, and organizational skills, and a bachelor's degree. bswift offers a comprehensive benefits package including health benefits, competitive compensation with performance-based incentives, a remote-first environment, retirement savings plans, professional development opportunities, a supportive culture, and employee wellbeing initiatives.

Requirements

• 3+ years’ experience in benefits administration or client services roles
• 2+ years of project management experience
• Solid technical background
• Proficiency in Excel (VLOOKUP, Pivot Tables, Basic Functionality)
• Strong analytical skills and the ability to use data for strategic decision-making
• Excellent written and verbal communication skills
• Ability to communicate effectively with both technical and non-technical personnel
• Strong listening skills with the ability to clarify and respond to questions
• High productivity, reliability, and organizational skills
• Initiative-driven, with a passion for innovation and problem-solving
• Team-oriented with a commitment to client service and achieving business results
• Bachelor’s degree from a four-year college or university, or equivalent combination of education and experience

Responsibilities

• Help manage and provide technical guidance for implementing new client websites
• Update client sites as requirements evolve, including benefits class matrices, requirement documents, rates, permissions, field options, site text, and resolving any open items
• Conduct quality assurance testing for client sites and monitor issue resolution
• Respond to client inquiries regarding bswift products, leveraging research to resolve issues
• Triage and resolve client tickets or questions (email/voicemail) within 24 hours, ensuring ownership from initial contact to resolution
• Maintain thorough knowledge of internal systems to handle general and specialized client requests effectively
• Prepare and deliver technical/product presentations, demonstrations, and trainings, such as open enrollment demos and release functionality updates
• Communicate openly and professionally with bswift customers, maintaining a can-do attitude
• Drive continuous process improvements and efficiencies
• Develop and implement fulfillment procedures
• Lead and create agendas for client meetings as necessary
• Manage workflows for the setup and maintenance of carrier and payroll feeds
• Assist with sales and marketing activities as needed
• Take on special projects as assigned
• Coach and mentor team members
• Share innovative ideas and client needs with bswift teams during all product life cycle phases

Benefits

• Access to health, dental, and vision plans to support your wellness and that of your family
• A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles
• No time to commute? No problem!
• Options to help you plan for a secure financial future with employer-sponsored retirement savings programs
• Opportunities for career growth, including training and access to resources to support your career progression
• A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued
• Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work