Senior Account Manager, Client Services at bswift

| Chicago
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Job Description
bswift is currently seeking an experienced Senior Account Manager to join our direct Client Services Team.



The Senior Account Manager (SAM) is directly responsible for helping bswift meet and exceed client expectations by supporting consumers on our best-in-class HR software and services.



Located in downtown Chicago, bswift offers software and services that streamline benefits, HR and payroll administration for employers and public and private exchanges nationwide. bswift’s state-of-the-art cloud-based technology and outsourcing solutions significantly reduce administrative costs and time-consuming paperwork, making life easier for administrators and millions of consumers who enroll in benefits with bswift.



Responsibilities:



The Senior Account Manager (SAM) will serve as the primary point of contact to our direct clients, internal team members and partners by helping implement and maintain client web sites. This individual will:



Help manage and provide technical guidance through the implementation of new client Web sites.

Continually update sites as requirements change each year or as often as needed (this includes benefit class matrix, requirements document, rates, permissions, field options, site text and any open items on questions log).

Test client sites for quality assurance; track and monitor the resolution of issues.

Leading a team to coordinate with other bswift resources (product management, development, call center) to meet client deliverables; including, but not limited to:

Creating Benefits Class Matrix, Requirements, Rates, Permissions, Field Options, Site Text and Implementation Questions Log with client (including client sign-off).

Configuring system as needed for annual benefit program changes/acquisitions

Executing on non-automated service delivery processes to satisfy scope requirements

Researching and resolving client inquiries regarding system and process issues

Training clients on new and existing system features and services (prepare and conduct technical/product presentations and demos as required)

Testing new and existing system functionality to ensure accuracy of client system configuration

Prepare and conduct technical/product presentations, demonstrations and trainings (such as an open enrollment demo for new/changing plans, site text, and release functionality changes, etc.)

Provide resolution of client issues by responding to questions and concerns about the use of bswift products; ability to leverage research to find resolution

Maintain thorough understanding of all internal systems to respond to general and specialized client requests

Triage client tickets and/or questions (email and voicemail) within 24 hours; maintaining ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates

Look for and help drive continuous process improvements/efficiencies by maintaining a thorough understanding of all internal systems

Develop and implement fulfillment procedures

Lead and create agendas for client meetings (when CRM is not available)

Coach and mentor other team members

Share new ideas and customer needs with bswift teams throughout all phases of product life cycle

Manage workflow in the setup and maintenance of carrier and payroll feeds

Assist in sales and marketing activities as needed

Provide open communication to bswift customers in a pleasant, professional manner with a can-do attitude

Responsible for special projects as assigned

Required Qualifications
A Bachelor’s Degree from a four-Year College or university; or equivalent combination of education and experience.

5+ Years of direct client and/or analyst experience preferred

Solid Technical background

Must be proficient in Excel (VLOOKUP, Pivot Tables, Basic Functionality)

Good written/verbal communication skills and the ability to communicate with both technical and non-technical personnel; ability to listen, clarify and respond well to questions

Ability to operate and make timely decisions in an ambiguous, fast-paced atmosphere

Must be able to quickly sort through complex subject material

Strong analytical skill set and ability to effectively use data for strategy

High level of productivity, reliability, responsibility, attendance, dependability, organization and accuracy/thoroughness

Ability to take initiative to meet challenges with resourcefulness and new innovative approaches while maintaining a high level of quality

Must possess a passion for teamwork, client service and reaching business results through problem solving

Preferred Qualifications
Experience with benefits administration / open enrollment process

Education
A Bachelor’s Degree from a four-Year College or university; or equivalent combination of education and experience.

Business Overview
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.


We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

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Location

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
401(K)
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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