Service Center Client Manager

Want to be a bswifter?

bswift’s successful creation of an online benefits enrollment/administration system has provided a simple, intuitive, and engaging experience for both employers and their employees. Located in downtown Chicago, bswift offers software and services that streamline benefits, HR and payroll administration for employers and public and private exchanges nationwide. bswift’s state-of-the-art cloud-based technology and outsourcing solutions significantly reduce administrative costs and time-consuming paperwork, making life easier for administrators and millions of consumers who manage their benefits with bswift.

We’re looking for motivated and goal-driven team members who can do what it takes to make a company great. 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!

The Service Center Client Manager plays a crucial role as a leader and expert within the Service Center team. This position involves identifying issues, trends, training needs, and collaborating with Client Services to ensure high-quality customer interactions with bswift via various channels. They serve as the main contact for clients and internal teams, collaborating closely with supervisors, operations, and other key stakeholders. The Service Center Client Manager reports to the Director of Service Delivery (Service Center) and contributes to new client implementations and sales support.

Responsibilities:

• Serve as the primary point of contact for clients regarding service delivery, reporting, and project needs
• Collaborate with Client Services to ensure client expectations are met and SLAs are maintained
• Understand Service Center processes and contractual obligations to enhance client relationships
• Lead internal and external meetings, analyze root causes, and drive process improvement projects
• Work closely with customer care and Client Services teams to enhance quality and training materials
• Facilitate client requirement changes, develop strategic approaches, and drive operational effectiveness
• Support sales meetings, collaborate with implementation teams, and act as a brand ambassador for Service Center offerings
• Partner with supervisors and directors to meet Service Center delivery obligations and address operational challenges
• Identify and resolve quality, technical, and operational issues proactively
• Manage client escalations, conduct root cause analysis, and develop plans with Clients Services for resolution
• Contribute to cross-functional projects that support business strategy

Qualifications:

• Bachelor's degree or equivalent work experience
• Minimum 4 years of client management experience
• 2-5 years of customer care/service center/call center experience
• Experience in process improvement, benefits administration, and translating client needs into solutions
• Strong analytical, communication, and leadership skills
• Ability to manage multiple projects and clients in a demanding environment
• Experience with seasonal support ramp-up, such as Annual Health Enrollment
• Proficient/Advance Excel including Vlookups & Pivot Tables
• Proficient/Advanced reporting utilizing Salesforce and Excel

In summary, the Service Center Client Service Manager plays a vital role in ensuring high-quality client interactions, driving operational effectiveness, and building strong relationships with clients and internal stakeholders.

Standard working hours are 8am-5pm 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 $70,000-$90,000, 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!

bswift is an equal opportunity/affirmative action employer.

At bswift, our values are Pursue Excellence, Embrace Accountability, Deliver Superior Service, and Be A Great Place To Work. We pride ourselves on having an engaged, friendly and smart team that goes the extra mile to get the job done right. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth.

bswift was named one of Chicago’s Best and Brightest Companies to Work For® in 2014, 2015, 2016, 2017, 2018, 2019, 2020 and 2021, as well as one of the Nation’s Best and Brightest Companies to Work For® in 2014, 2015, 2016, 2017, 2018, 2019, and 2020.

We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

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