Client Liaison, Senior Service Delivery Manager

ABOUT US
bswift is a leading benefits administration company that specializes in providing tailored solutions for our clients. Our mission is to simplify the complex world of employee benefits and deliver exceptional service to our clients. We are looking for a talented and experienced individual to join our team as a Client Liaison.

WHAT YOU’LL DO
The Client Liaison is a senior, client-facing role that serves as a high‐touch escalation point for employee benefit issues within a benefits administration environment. This individual is deeply embedded in the client’s benefits operations and partners closely with internal delivery teams and client stakeholders to ensure accurate, timely resolution of complex benefit inquiries.
This role requires direct experience in benefits administration, including hands-on work within client-specific benefits platforms, enrollment systems, case management tools, and vendor ecosystems. The Client Liaison plays a critical role during key benefits events such as Annual Enrollment, while building trusted relationships with client contacts and internal subject matter experts.

WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions)
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Serve as the primary escalation point for complex employee benefit inquiries within a benefits administration and client services environment.
Work directly within client-specific benefits administration systems and tools, including enrollment platforms, case management systems, ticketing tools, Slack, and email.
Support Annual Enrollment and other key benefits events, including hands-on issue resolution and executive-level support when required.
Act as an extension of the client’s benefits team, maintaining a strong day-to-day presence across internal delivery teams and client stakeholders.
Present quarterly Service Level Agreement (SLA) and service performance metrics to client leadership.
Partner with internal subject matter experts (configuration, eligibility, compliance, HSA/FSA, and vendors) to resolve system, data, and process-related benefits issues.
Build and manage effective working relationships with client contacts across benefits, compliance, HR, finance, HSA/FSA, and vendor-aligned roles.
Demonstrate professionalism, confidence, and sound judgment when communicating with senior leaders and executive stakeholders.
Proactively anticipate client needs, follow through on escalated items, and ensure accurate, timely resolution of benefit-related issues.

WHAT YOU NEED TO SUCCEED (Required Education and Experience)
Proven experience in benefits administration with direct responsibility for supporting employee benefit inquiries.
Client services experience within a benefits administration environment (not general client support).
Hands-on experience working within client-specific benefits systems and tools, including enrollment platforms, case management systems, and related workflows.
Strong understanding of employee benefits programs, enrollment processes, and issue resolution best practices.
Excellent verbal and written communication skills, with the ability to communicate clearly with both employees and client stakeholders.
High degree of professionalism and polish, particularly when supporting executive-level contacts.
Ability to work independently, manage multiple priorities, and navigate ambiguity in a fast-paced client environment.
Strong relationship-building skills with internal partners and external clients.
Demonstrated ability to anticipate issues, escalate appropriately, and follow through to resolution.

NICE TO HAVE (Preferred Education and Experience)
Experience supporting clients on bswift or a similar benefits administration pl