Senior Associate, Service Delivery

Job Description:

• Maintain and support client benefits websites
• Document and execute benefits-related processes
• Provide advanced operational and technical support to clients and the bswift service center
• Resolve client issues by researching bswift products and using internal systems
• Triage email and voicemail tickets within 24 hours and own them through resolution
• Provide escalation support and proactive client updates
• Support and provide technical guidance during implementation of new client benefits websites
• Maintain and update benefit class matrices, requirements documentation, rates, permissions, field options, site text, and question logs
• Perform quality assurance testing on client sites and support issue resolution
• Manage setup and ongoing maintenance workflows for carrier and payroll feeds
• Prepare and deliver technical and product presentations, demonstrations, and trainings
• Lead and create agendas for client meetings
• Identify and drive process improvements and operational efficiencies
• Develop and implement fulfillment procedures
• Coach and mentor team members and share customer insights across bswift teams
• Assist with sales and marketing activities as needed
• Support special projects and additional assigned responsibilities

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, 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 and ability to navigate complex systems
• Hands-on experience with benefits administration systems
• Experience with payroll systems, HRIS, or related software platforms strongly preferred
• Advanced proficiency in Microsoft Excel, including VLOOKUPs, Pivot Tables, and basic formulas
• Strong written and verbal communication skills
• Strong analytical skills and ability to synthesize complex data into actionable insights
• Ability to operate effectively and make timely decisions in a fast-paced, ambiguous environment
• High productivity, organization, reliability, accuracy, and attention to detail
• Initiative, resourcefulness, and innovative problem-solving skills
• Strong commitment to teamwork, client service, and business results

Benefits:

• Health, dental, and vision plans
• Performance-based incentives for most roles
• Remote-first, office-friendly environment
• Employer-sponsored retirement savings programs
• Professional development, training, and career growth resources
• Supportive collaborative culture with open communication and creative problem-solving
• Mental health, financial planning, and wellness resources
• Flexible and creative work environment
• Specific benefit offerings may vary by position and may be subject to change