Senior Associate, Service Delivery

Want to be a bswifter? 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! 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 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. Why Join bswift? At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member’s unique contributions. Benefits of Working at bswift: Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family. Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles. Remote-first, Office-friendly Environment: No time to commute? No problem! Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs. Professional Development: Opportunities for career growth, including training and access to resources to support your career progression. Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued. Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work. Make an impact at bswift, where your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees. Additional Information: Specific benefit offerings vary by position and may be subject to change. Standard working hours are 8 AM-5 PM Central Time, unless otherwise stated in the job description. In the spirit of pay transparency, we are excited to share the base salary range for this position is $65,000-$80,000, exclusive of fringe benefits or potential bonuses. 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!