Service Center Client Manager

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! ABOUT US 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). WHAT YOU’LL DO The Service Center Client Manager (SCCM) serves as a strategic leader and trusted advisor responsible for delivering exceptional client experiences and building strong, lasting partnerships. Acting as the primary point of contact for a portfolio of clients, this role champions client needs, drives process improvements, and ensures Service Center performance meets and exceeds expectations. The SCCM collaborates cross-functionally with Operations, Quality, Training, Sales, Client Services, and Implementation teams to translate client feedback into actionable solutions. This role plays a critical part in resolving challenges, supporting successful client launches, and maintaining service excellence during high-impact periods such as Annual Enrollment. 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 and solution-oriented approach. • High level of adaptability, initiative, and ownership. • Proficiency in Microsoft Office (Word, Excel, PowerPoint). NICE TO HAVE (Preferred Education and Experience) • Experience supporting benefits administration or HR technology solutions. • Prior experience working in a client-facing role within a Service Center environment. • Experience supporting large-scale implementations or Annual Enrollment periods. • Familiarity with continuous improvement methodologies. OTHER DUTIES Minimal travel may be required. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Why Join bswift? At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member’s unique contributions. Benefits of Working at bswift: 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! No time to commute? No problem! 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. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees. Specific benefit offerings vary by position and may be subject to change. 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 $75,000-$95,000, 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! At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work . We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right. bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally. If you have what it takes to join our award-winning culture, we’d love to hear from you!