Client Engagement Specialist, bswift - Alera Group

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

ebm 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. We're proud to be recognized on the Inc. 5000 list as one of the fastest-growing private companies in America.

At ebm, everyone gives 110% - we live by our motto: Technology is only as good as the team that is behind it and our Core Values:

• • All in
  • Own it
  • Nothing impossible
  • Forward momentum
  • No BS
  • Positive vibes only

The Client Engagement Specialist provides service and support for clients that have successfully transitioned from the implementation to ongoing support lifecycle stage. You successfully think on your feet and take whatever is thrown at you while remaining calm under pressure. If something goes wrong or a client is upset, you have a way of putting them at ease and re-instilling their confidence in our team. You are analytical and like to pick things apart to determine the root cause of any issue that comes your way. You are a problem-solver and a first responder who is there to save the day when someone is in need of help.

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:

Client Support

• 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 & Issue Resolution

• 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

Client Training

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

Ongoing system maintenance

• 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

• 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

We offer comprehensive benefits to employees, including medical, dental, STD, LTD and life insurance, 401k, paid time off and much more.

This is a non-exempt role, with a target of 55-65k 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.

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

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