Client Liaison, Senior Service Delivery Manager

About the role

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 talented and experienced individual to join our team as a Client Liaison.

Responsibilities

• WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions)
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Serve as the primary escalation point for complex employee benefit inquiries within a benefits administration and client services environment.
• Work directly within client-specific benefits administration systems and tools, including enrollment platforms, case management systems, ticketing tools, Slack, and email.
• Support Annual Enrollment and other key benefits events, including hands-on issue resolution and executive-level support when required.
• Act as an extension of the client's benefits team, maintaining a strong day-to-day presence across internal delivery teams and client stakeholders.
• Present quarterly Service Level Agreement (SLA) and service performance metrics to client leadership.
• Partner with internal subject matter experts (configuration, eligibility, compliance, HSA/FSA, and vendors) to resolve system, data, and process-related benefits issues.
• Build and manage effective working relationships with client contacts across benefits, compliance, HR, finance, HSA/FSA, and vendor-aligned roles.
• Demonstrate professionalism, confidence, and sound judgment when communicating with senior leaders and executive stakeholders.
• Proactively anticipate client needs, follow through on escalated items, and ensure accurate, timely resolution of benefit-related issues.
• WHAT YOU NEED TO SUCCEED (Required Education and Experience)
• Proven experience in benefits administration with direct responsibility for supporting employee benefit inquiries.
• Client services experience within a benefits administration environment (not general client support).
• Hands-on experience working within client-specific benefits systems and tools, including enrollment platforms, case management systems, and related workflows.
• Strong understanding of employee benefits programs, enrollment processes, and issue resolution best practices.
• Excellent verbal and written communication skills, with the ability to communicate clearly with both employees and client stakeholders.
• High degree of professionalism and polish, particularly when supporting executive-level contacts.
• Ability to work independently, manage multiple priorities, and navigate ambiguity in a fast-paced client environment.
• Strong relationship-building skills with internal partners and external clients.
• Demonstrated ability to anticipate issues, escalate appropriately, and follow through to resolution.
• NICE TO HAVE (Preferred Education and Experience)
• Experience supporting clients on bswift or a similar benefits administration platform.
• Prior experience supporting large or complex benefits clients in a highly matrixed environment.
• Familiarity with benefits enrollment, eligibility, compliance, and vendor coordination processes.
• OTHER DUTIES
• Please note this job description is not designed to cover or contain a c

Benefits

Additional Information

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!

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