Senior Associate, Service Delivery - bswift

About Us

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.

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.

Key Responsibilities

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, and support special projects.

What You Need to Succeed

• 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 (required); experience with payroll systems, HRIS, or related software platforms is strongly preferred.
• 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 environment.
• High level of productivity, organization, reliability, accuracy, and attention to detail.

Nice to Have

• 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.

Benefits & Perks

• Comprehensive Health Benefits: Access to health, dental, and vision plans.
• Competitive Compensation: Base salary of $65,000–$80,000 plus performance-based incentive opportunities.
• Retirement Savings Plans: Employer-sponsored retirement savings programs (401k).
• Professional Development: Training resources and support for ongoing career progression.
• Employee Wellbeing: Mental health support, financial planning, and wellness resources.
• Work Environment: Remote-first, collaborative, and flexible team culture.