Senior Associate, Service Delivery

Want to be a bswifter? 

At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces. 

 We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you! 

 

Objective: The primary goal of the Senior Associate, Service Delivery is to maintain client benefits websites, document and execute benefits-related processes, and provide support to clients and the bswift service center.

Key Responsibilities:

Client Website Management:

• 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.

Client Support:

• 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.

Training and Communication:

• 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.

Process Improvement and Special Projects:

• 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.

Team Collaboration:

• Coach and mentor team members.

• Share innovative ideas and client needs with bswift teams during all product life cycle phases.

Qualifications:

Professional Experience:

• 3+ years’ experience in benefits administration or client services roles.

• 2+ years of project management experience.

• Solid technical background.

Technical Skills:

• Proficiency in Excel (VLOOKUP, Pivot Tables, Basic Functionality).

• Strong analytical skills and the ability to use data for strategic decision-making.

Communication Skills:

• 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.

Personal Attributes:

• 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.

Education:

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

Why Join bswift?

At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for cli