• 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. • 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. • 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. • 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. • 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.