Service Center Client 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 dynamic and customer-focused professional to join our team as a Service Center Client Manager (SCCM).

Responsibilities

• WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions)
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Client Relationship Management & Strategy
• Serve as the primary point of contact and strategic partner for assigned clients.
• Build and maintain strong relationships, ensuring client goals and service expectations are consistently exceeded.
• Lead proactive client meetings to review performance, identify opportunities, and align on strategic initiatives.
• Process Improvement & Performance Optimization
• Analyze service trends and root causes to identify areas for improvement.
• Develop and implement high-impact process improvements that enhance operational efficiency and client satisfaction.
• Use data insights to drive continuous improvement and inform decision-making.
• Cross-Functional Collaboration
• Partner with internal teams including Operations, Quality, Training, Sales, Client Services, and Implementation to enhance service delivery.
• Support the development of training materials, tools, and resources to empower Service Center teams.
• Ensure alignment between client expectations and internal execution.
• Client Implementation & Sales Support
• Support sales and implementation efforts by articulating Service Center value and capabilities.
• Contribute to successful client onboarding and go-live activities, ensuring a seamless transition to operations.
• Provide subject matter expertise during client presentations and solution discussions.
• Escalation Management & Issue Resolution
• Manage and resolve client escalations with urgency and professionalism.
• Turn challenges into opportunities to strengthen client relationships and trust.
• Ensure timely communication and resolution of issues impacting service delivery.
• Reporting & Communication
• Leverage data and storytelling to communicate performance, highlight successes, and identify improvement opportunities.
• Prepare and deliver client-facing reports and presentations.
• Maintain clear, consistent communication with both clients and internal stakeholders.
• WHAT YOU NEED TO SUCCEED (Required Education and Experience)
• Bachelor's degree or an equivalent combination of education and relevant experience.
• 2-5 years of client management experience with demonstrated success managing projects and/or teams.
• 2-5 years of experience in customer care, service center, or call center environments.
• Experience in process improvement and benefits administration.
• Skills & Abilities
• Strong interpersonal and relationship-building skills with a client-first mindset.
• Excellent verbal and written communication skills, including presentation abilities.
• Analytical mindset with the ability to interpret data and identify actionable insights.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Strong problem-solving skills with a proactive

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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