Role Description The Client Liaison is a senior, client-facing role that serves as a high‐touch escalation point for employee benefit issues within a benefits administration environment. This individual is deeply embedded in the client’s benefits operations and partners closely with internal delivery teams and client stakeholders to ensure accurate, timely resolution of complex benefit inquiries. This role requires direct experience in benefits administration, including hands-on work within client-specific benefits platforms, enrollment systems, case management tools, and vendor ecosystems. The Client Liaison plays a critical role during key benefits events such as Annual Enrollment, while building trusted relationships with client contacts and internal subject matter experts. Responsibilities (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. Qualifications - 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. Benefits - 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! - 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, your work directly contributes to transforming how organizations approach benefits administration and client engagement.

• Manage all phases of the contract life cycle, from pre-proposal to closeout • Ensure adherence to applicable regulations while mitigating risk and supporting program success • Foster a culture of continuous learning and professional development within the Contracts team • Enhance team members' comprehension and application of regulations and requirements (e.g., FAR and agency supplements, SBA programs, etc.) • Encourage team awareness and engagement by ensuring staff members receive adequate, undivided attention from the Contracts team leadership • Support the enhancement of overall compliance efforts and increase efficiency in contract management processes • Mitigate contractual risk and ensure employment of change management best practices • Promote transparency and consistency by encouraging and enabling clear and up-to-date documentation • Track deliverables and deadlines and support audits as necessary • Foster collaboration, knowledge-sharing, and alignment with enterprise-wide regulatory requirements and best practices

• Own global subscriber P&L including metrics like NRR and churn • Drive monthly-to-quarterly-to-annual subscription migration • Implement best practices to reduce churn • Build cross-sell engine for subscriber growth • Embed AI in retention functions for better data-driven decisions

• The Transition Manager, Lease Administration, is responsible for managing Lease Administration client implementations, client and vendor relationships, centralizing, establishing and producing schedules, reports and communication plans, as well as process flow for new or expansion of business. • This position is responsible for managing the entire transition lifecycle, including discovery, data extraction, migration, abstraction, validation, process documentation, and stabilization, followed by handover to the designated Lease Administration team. • Manage multiple projects concurrently. • Track and manage project team’s accountability to scope, schedule, and budget for transitions. • Comfortable managing teams and familiar with accepted hiring and employment practices. • Provide quality control within the database to identify errors and inconsistencies during the onboarding phase. • Ability to create, edit, and run reports in most Lease Administration databases. • Mentor and train junior transition resources on key duties. • Interpret complex commercial lease language and attend to details. • Oversee lease abstraction, translation and quality control process for transition projects. • Maintain evergreen templates and develop account processes, procedures and playbooks inclusive of RACI chart. • Ensure timely (agreed upon transition timeline) and accurate abstraction or input of all rental obligations related to leases and all other important lease information during onboarding phase. • Understand client business objectives, real estate portfolio strategy, and service expectations. • Maintain thorough understanding of client agreements for team accounts including boundaries of scope of work, fee structure, billing frequency and payee information. • Ensure this information has been correctly entered into WorkTrac. • Program manage delivery of transitions to include: project timelines and gant charts, risk and mitigation strategies, action tracking, meeting agendas & minutes, etc. • Conduct regular meetings and reviews with clients. • Develop, in partnership with assigned lease administration team, strong client governance programs such as reporting cadence, communication methods, business reviews, etc. during transition. • Prioritize strong service delivery and client relationships. • Manage client escalations and ensure timely resolution of issues during transition. • Oversee and ensure global team is delivering services. • Support RFI and RFP response development including pricing, presentation decks, etc. • Participate in presentations to new or existing clients for new business pitches. • Manage assignments and delegation of database management tasks to global team members. • Establish weekly calls and ongoing internal communications cadence with global lease admin account team members to review work, discuss outstanding issues and determine appropriate actions. • Prepare and lead with impactful communication and professional presence. • Foster effective communication and demonstrate professional presence, actively engaging with all team members to promote a collaborative environment. • General understanding of AI technology and openness to adapting to the evolution of technology. • Provide training for lease administration systems and dashboards. • Ability to review recovery clauses, set up recovery pools, calculate actual recovery expenses for each tenant, and review caps, base years, and non-standard exclusions. • Develop initial monthly rental payment schedules. • Ability to assist with monitoring, reviewing and approving all Rent, CAM, Operating Expense, Tax and Insurance payments to Landlords, including reviewing leases to insure accuracy of all charges. • Ability to review and validate Consumer Price Index adjustments as provided in legal documents. • Maintain file systems, including the data integrity of initial information uploaded to the database application used for tracking all Tenant and Lease related data specific to the initial set up of a new account during transition. • Maintain client transition financial forecasts for internal tracking and budgeting. • Confirm and approve monthly client billing. • Responsible for ensuring that all pass-through expenses are billed in accordance with contract and internal process for transitions. • Track A/R for assigned clients and escalate to appropriate parties. • Regular status reports to internal management. • Knowledge of Lease Administration scope of services, master service agreement and intercompany contractual review and development in partnership with Colliers legal, risk and security teams. • Develop and maintain tracking method for team workloads and assignments and provide refreshed gearing annually. • Review and validate team allocations and alignment to contractual scope of work and client’s expectations. • Manage team workloads ensuring equitable distribution. • Develop roadmap to streamline and enhance transition program delivery. • Lead key program initiatives such as Best Practice tracking, Case Study Development, AI partnership with Technology, Global COE Partnerships, etc. • Conduct post transition Lessons Learned to help inform and implement process improvements for future transitions. • Other duties as assigned.