Client Success Specialist, bswift

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.

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.

Compensation:
Pay rate: $27/hr - $30/hr 

Benefits:
Alera Group offers comprehensive benefits including medical, dental, vision, life and disability coverage, 401(k), generous PTO, and more.

Work Model:
This role is Remote

Professional Development – Alera Group Academy

At Alera Group, growth isn’t left to chance. Through Alera Group Academy, we provide structured development opportunities designed to help you expand your expertise and build a meaningful career.

You’ll have access to:

• Role-specific learning paths

• Leadership development programs

• Technical and compliance training

• Industry certifications and continuing education support

• Peer learning and knowledge-sharing communities

Whether you’re deepening technical expertise or preparing for leadership, we’re invested in helping you grow.

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, or any other protected class.

Alera Group is committed to protecting your privacy. Please review our Privacy Policy to understand what personal information we may collect and use as part of your application process.

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