Senior Associate, Service Delivery

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 skilled and service-oriented professional to join our team as a Senior Associate, Service Delivery.

WHAT YOU’LL DO

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.

WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions)

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Client Support & Service Delivery

• 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.

Client Website Configuration & Maintenance

• 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.

Training, Presentations & Client Engagement

• 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.

Process Improvement & Collaboration

• 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.

WHAT YOU NEED TO SUCCEED (Required Education and Experience)

• 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.

Skills & Abilities

• Advanced proficiency in Microsoft Excel, including VLOOKUPs, Pivot Tables, and basic formulas.
• Strong written and verbal communication skills with the ability to engage both technical and non-technical audiences.
• Strong analytical skills with the ability to synthesize complex data into actionable insights.
• Ability to operate effectively and make timely decisions in a fast-paced, ambiguous environment.
• High level of productivity, organization, reliability, accuracy, and attention to detail.
• Demonstrated initiative, resourcefulness, and innovative problem-solving skills.
• Strong commitment to teamwork, client service, and achieving business results.

NICE TO HAVE (Preferred Education and Experience)

• Experience mentoring or coaching junior team members.
• Prior involvement in sales support or client-facing presentations.
• Experience supporting annual enrollment cycles and large client implementations.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.