Client Success Specialist, bswift at Alera Group, Inc. in Remote

Summary: Alera Group is a growing company focused on client success in Employee Benefits and other areas. The Client Success Specialist, bswift serves as the first line of support for client needs, ensuring high service levels and issue resolution while collaborating with internal teams to enhance the client experience.

Responsibilities:
- 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
- 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
- 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
- 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
- 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
- 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

Required Qualifications:
- 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 Qualifications:
- 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

Required Skills: bswift platform, Benefits administration, HR technology, bswift certification, CRM tools, Project management tools, Client communication

Benefits: Medical, dental, vision, life and disability coverage, 401(k), Generous PTO, Role-specific learning paths, Leadership development programs, Technical and compliance training, Industry certifications and continuing education support, Peer learning and knowledge-sharing communities