Service Center Client Manager Remote

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.

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.

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.

• 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).

• 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…