Client Success Specialist, bswift

OVERVIEW

Position: Client Success Specialist, bswift
Location: Remote

Summary

The Client Success Specialist, bswift serves as the first line of support for ongoing client needs, ensuring a high level of service, issue resolution, and system support beyond implementation and renewal. This role is responsible for troubleshooting platform issues, processing support requests, and assisting with system maintenance and training to ensure client satisfaction and platform efficiency.

Working closely with the Client Success Manager (CSM), the Client Success Specialist plays a key role in responding to client inquiries, executing system updates, and collaborating with internal teams to enhance the overall client experience. Strong problem-solving skills, technical proficiency, and client communication are essential for success in this role.

About Alera Group
Alera Group was founded in 2017 and has grown to become the 14th largest broker of U.S. business. We are passionate about our clients' success in the areas of Employee Benefits, Property and Casualty Insurance, and Financial Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service.
Why Alera Group

• Make an Impact: Your work supports businesses and individuals in protecting what matters most.
  
• Grow With Us: We invest in development, mentorship, and long-term career growth.
  
• The Collaborative Way: We believe in accountability, teamwork, and shared success across all offices and lines of business.
  
• National Strength. Local Heart: Scale, resources, and expertise - with relationships that feel personal.
  

RESPONSIBILITIES

Client Support & Case Resolution

• Responds to client inquiries, questions, and requests for general support.
• Manages casework received through the shared support inbox, prioritizing timely responses and effective resolution to maintain service excellence.
• Communicates expected turnaround times for status updates and problem resolution.

Troubleshooting & Issue Resolution

• Identifies and resolves reported issues within the bswift platform by conducting root cause analysis, thoroughly testing resolutions, and documenting fixes before applying them to production.
• Corrects errors in system setup and individual user records.

System Training & Education

• Conducts ongoing training sessions for HR and broker-level users outside of the initial implementation and renewal process.
• Educates clients on best practices, system capabilities, and troubleshooting techniques.

Ongoing System Maintenance & Compliance

• Assists with post-QA site changes, inbound demographic file monitoring, and error correction.
• Supports ongoing ACA reporting maintenance, including data imports, monthly audits, and 1094/1095 generation.

Process Documentation & Continuous Improvement

• Documents all reported issues, root causes, and solutions in an organized and accessible manner.
• Provides feedback on process improvements and platform enhancements to improve efficiency.

Collaboration & Internal Support

• Collaborates with the CSM and internal teams to ensure clients receive timely, accurate, and effective support aligned with best practices.
• Assists in refining operational procedures and enhancing the client support framework.

QUALIFICATIONS

What You BringRequired

• 1+ years of experience supporting the bswift platform
• 1+ years of experience in benefits administration, HR technology, or a related field
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills with a client-focused approach
• Ability to manage multiple priorities in a fast-paced environment
• Possesses or willing to obtain bswift certification

Preferred

• Bachelor's degree in Business, Human Resources, Information Systems, or a related field
• Experience with benefits administration platforms and HR technology solutions
• Familiarity with the bswift platform
• Experience using CRM or project management tools such as Zoho or similar applications

Core Competencies

• Client Service Excellence
• Technical Proficiency & Problem-Solving
• Quality Assurance & Comp