Retiree Concierge/Liasion at bswift

| Chicago
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Job Description

The Retiree Concierge is a subject matter expert on the Retirement process for a bswift client.  The Retiree Concierge is a senior member of the broader service center delivery team for a designated client. He/she is responsible for the retiree experience and is primarily focused on engaging with employees who are considering retirement and are seeking guidance and/or answers to questions they might have related to the retiree process or possibly to managing their retiree benefits and company provided plans. Appointments will be scheduled; employees/retirees will not have direct contact information for this person.

Required in-depth knowledge of client health and welfare benefits, including available credits; basic knowledge of 401(k) and Pension options. Ideal candidate will be able to respond to majority of questions on: 

  • Health and welfare – available retiree options/eligibility and costs, understanding how direct billing or pension billing may be offset by Sick Leave or Retiree Premium credits. Benefits could be a mix of Retiree and COBRA; pre- and post-65 medical options. Medicare knowledge is preferred.
  • 401(k) – basic options available and timeframe to make a decision. For more detailed inquiries, assist retiree with getting resolution, e.g., warm transfer to carrier.
  • Pension – basic options and timeframe to make a decision and have paperwork completed. For more detailed inquiries, assist retiree with getting resolution, e.g., warm transfer to carrier.
  • Basic knowledge of miscellaneous benefit items that might come up such a vacationing out, voluntary separation rules and CIP rules. 
  • General awareness of grandfathered plans across various operating companies
Day to day responsibilities of this role:
  • Primary: Single point of contact for retirees to discuss 401(k), pension, and health and welfare benefits. Future retirees would schedule an appointment at least 30-45 days prior to retirement, with up to one follow-up appointment within 30 days post-retirement.
  • Secondary: provide second-tier support to CSRs for retiree service center cases, and improve the service center call guide/FAQ
    1. Create and manage service center call-guide tools to improve overall representative knowledge and access to information
    2. Create and facilitate ongoing service center training around retirees, open enrollment, and other necessary topics
Success is defined by one-call resolution, providing clear, concise answers, with few referrals to client HR/Benefits.


Fundamental Components

1. Engage with active employees and retirees to answer questions, solve issues, and provide guidance, timing, and requirements around Health and Welfare benefits related to the retirement process. 55%
2. Provide high level guidance related to pension and 401(k) benefits, as well as other related rules and benefits for those considering retirement (e.g., vacationing out and CIP (client specific) rules). 15%
3. Work as a subject matter expert with the bswift service center team.  Work with client and bswift service team to create and update documentation and training to help educate the broader service center team. This includes monitoring trends of callers to determine continuous improvement of communication, approach, etc. 10%
4. Provide second-tier support for retiree cases and triage to resolution, e.g., find an answer and relay it to the service center or billing team. 10%
5. Work with internal leadership team and/or client to help draft retiree-focused communications when needs arise. This includes helping to monitor the client’s Retiree Facebook page, alert the client Benefits team to potential issues, and assist the Benefits team with responses. 10%.

Background Experience

2-3 years client service or account management experience. Bachelor's degree desired or equivalent work experience.

Additional Job Information

Essential Qualifications and Functions: 

  • Strong communication skills 
  • Experience with complex employee health & welfare benefits plans
  • Knowledge of employee defined contribution and defined benefits plans
  • Ability to explain concepts clearly and patiently
  • Ability to build rapport with customers via phone and in writing
  • Ability to prioritize tasks
Preferred Qualifications: 
  • Experience training peers


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10 S Riverside Plaza, Suite 1100, Chicago, IL 60606

What are bswift Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A flexible spending account lets you set aside pretax dollars to help pay for certain types of health care and/or dependent care expenses.
Dental Benefits
Choose between a dental maintenance organization plan and preferred provider organization plan. Both cover certain preventive care services at 100%. They also offer coverage for basic services.
Vision Benefits
You can enroll in a separate vision plan. It covers eyeglasses and contact lenses. Preventive vision exams are covered through the Aetna medical plan.
Health Insurance Benefits
You can choose from three types of medical plans: a health savings account, a health reimbursement arrangement or a hybrid health plan. Certain preventive care services are covered at 100 percent when
Life Insurance
All employees get term life insurance and business travel accident insurance at no added cost. You have the option to buy: Supplemental term life insurance Accidental death and personal loss insura
Wellness Programs
Our employee wellness program offers services such as wellness campaigns, weight-management programs and educational seminars.
Onsite Gym
Retirement & Stock Options Benefits
You can save a percentage of your pay in the 401(k) plan, on a pretax and/or Roth after-tax basis. You may participate in the 401(k) plan immediately following your hire.
401(K) Matching
We match a portion of your contribution. You can invest your contributions among various options offered in the plan.
Company Equity
You can purchase Aetna stock at a discount through a payroll deduction. In order to participate, eligible employees must enroll during the enrollment period announced by Aetna.
Vacation & Time Off Benefits
Generous PTO
During your first 3 years at Aetna, you receive the equivalent of 18 days off per year. The longer you work at Aetna, the more time you accrue per month.
Paid Volunteer Time
One of our values is to improve the quality of life in communities through employee volunteerism.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
We encourage professional development. That's why we provide financial support for continuing education. This program covers a portion of tuition and registration fees for a college course.

Additional Perks + Benefits

The following programs, activities, and amenities are available to employees at bswift: complimentary fresh fruit, on-site flu shots, massages during open enrollment season, walking treadmill desk, foosball and ping-pong tables, casual attire, zen room for relaxation and nursing mothers, full week of employee appreciation, and proximity to public transportation • Healthy lifestyle incentive programs - This incentive program is offered to all eligible employees. You can earn up to $500 for healthy eating, physical activity and other healthy behaviors. Family members can also earn incentives • During your first 3 years at bswift, you receive the equivalent of 18 days off per year. The longer you work at bswift, the more time you accrue per month. Company holidays, jury duty, military leave, bereavement and community service time are in addition to your paid time off • You can purchase company stock at a discount through a payroll deduction.

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