Client Engagement Specialist, bswift

Overview:

ebm, an Alera Group Company, is looking to hire a Client Engagement Specialist (bswift) to join our team. This is a remote opportunity!

ebm, an Alera Group company provides employee benefits solutions for Open Enrollment and beyond. Our portfolio of industry-leading benefits technology platforms and administrative services streamlines the entire benefits administration process for benefit consultants and HR.

You are a problem-solver and a first responder who is there to save the day when someone is in need of help.

Responsibilities:

In this seat, you are not assigned a dedicated block of clients, but are brought in wherever needed to assist clients in ongoing support and assigned case work that is triaged through a shared support inbox. You are responsible for:

• Responding to client inquiries, questions, and requests for general help/support
• Communicating expected turnaround time for status updates and issue resolution with all stakeholders

• Troubleshooting reported issues within the bswift platform, identifying the root cause, and thoroughly testing resolutions prior to applying to production
• Correcting errors both with system setup and within individual user records
• Documenting reported issues, the identified root cause, and the solution that is put in place

• Conducting system training for HR and broker-level users outside of initial implementation/renewal training

• Post-QA site changes; completing changes in the system as needed throughout ongoing support & following processes for documenting all changes made)
• Monitoring inbound demographic files & correcting errors
• Ongoing maintenance throughout the year required for ACA reporting, including but not limited to importing hours, monthly SR & ACA data audits, and generating 1094/1095 each year

Qualifications:

• Minimum 1 year of backend knowledge of bswift, including site configuration
• Must be comfortable in Microsoft Excel, including formulas, Vlookups, pivot tables, etc.

The right candidate for this seat is responsive, calm under pressure, and energized by constant stimulation. You exercise patience and have a high degree of empathy. You can consistently produce quality results in a fast-paced environment. You can comfortably balance many tasks and competing priorities without letting items slip through the cracks.

You like interacting with many different people and are always looking forward to meeting new people, as opposed to developing deep relationships with a few key customers. That said, you are passionate about creating raving fans and positively representing the ebm brand with every interaction you have - i.e. you treat every person you encounter as though they are your own client.

Certifications & ongoing education:

• bswift OE and Ongoing Certification, including renewal of certification upon expiration
• Completion of all assigned Litmos course content, including new courses as rolled out

Equal Opportunity Employment:

Alera Group offers comprehensive benefits to our colleagues, including medical, dental, life and disability insurance, 401k, generous paid time off and much more.

We offer a competitive salary range of $55,000 to $65,000 annually, depending on experience.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.

If you're a California resident, please read the California Consumer Privacy Act prior to applying.

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