Job Application for Senior Service Delivery Associate at bswift

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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!

Job Description:
• The primary objective of the Client Services Senior Service Delivery Associate position is to maintain client benefits websites, documenting and executing benefits related processes, and offering support to the client and to the bswift service center.

Responsibilities:
• Consistently reflect our core values of higher standards, greater accountability, and more fun to bswift associates, clients, and partners
• Help manage and provide technical guidance through the implementation of new client Web sites
• Continually update sites as requirements change each year or as often as needed (this includes benefit class matrix, requirements document, rates, permissions, field options, site text and any open items on questions log)
• Test client sites for quality assurance; track and monitor the resolution of issues
• Prepare and conduct technical/product presentations, demonstrations and trainings (such as an open enrollment demo for new/changing plans, site text, and release functionality changes, etc.)
• Provide resolution of client issues by responding to questions and concerns about the use of bswift products; ability to leverage research to find resolution
• Maintain thorough understanding of all internal systems to respond to general and specialized client requests
• Triage client tickets and/or questions (email and voicemail) within 24 hours; maintaining ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates
• Look for and help drive continuous process improvements/efficiencies by maintaining a thorough understanding of all internal systems
• Develop and implement fulfillment procedures
• Lead and create agendas for client meetings (when necessary)
• Coach and mentor other team members; share new ideas and customer needs with bswift teams throughout all phases of product life cycle
• Manage workflow in the setup and maintenance of carrier and payroll feeds
• Assist in sales and marketing activities as needed
• Provide open communication to bswift customers in a pleasant, professional manner with a can-do attitude
• Responsible for special projects as assigned

Qualifications:
• 3+ years’ experience in benefits administration or client services role2+ years of project management
• Solid Technical background
• Must be proficient in Excel (VLOOKUP, Pivot Tables, Basic Functionality)
• Good written/verbal communication skills and the ability to communicate with both technical and non-technical personnel; ability to listen, clarify and respond well to questions
• Ability to operate and make timely decisions in an ambiguous, fast-paced atmosphere
• Must be able to quickly sort through complex subject material
• Strong analytical skill set and ability to effectively use data for strategy
• High level of productivity, reliability, responsibility, attendance, dependability, organization and accuracy/thoroughness
• Ability to take initiative to meet challenges with resourcefulness and new innovative approaches while maintaining a high level of quality
• Must possess a passion for teamwork, client service and reaching business results through problem solving
• Experience in benefits administration system technology, payroll, HRIS or related software
• A Bachelor’s Degree from a four-Year College or university; or equivalent combination of education and experience.

In the spirit of pay transparency, we are excited to share the base salary range for this position is $63,000-$80,000, exclusive of fringe benefits or potential bonuses. This position is also eligible for an annual corporate bonus of 10%. If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package!

At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work. We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right.

bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally.

If you have what it takes to join our award-winning culture, we’d love to hear from you!

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Senior Service Delivery Associate

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