The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.
The Client Success Specialist supports the coordination of core renewal lifecycle processes — including open enrollment, eligibility management, compliance activities, and implementation. The role ensures complete, accurate, and timely outcomes for clients and internal colleagues. Working within established processes and workflows, you execute critical administrative and service activities between Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. Your primary focus is data accuracy, timely task completion, and supporting the preparation of standard deliverables that drive the "Peace of Mind" timeline. In this role, you build your technical foundation and client service skills through hands-on experience, demonstrating strong attention to detail, sound judgment, and a commitment to high-quality service. You ask questions when needed, follow processes consistently, and collaborate effectively to support a seamless client experience.
Position Summary
The Client Success Specialist supports the coordination of core renewal lifecycle processes — including open enrollment, eligibility management, compliance activities, and implementation. The role ensures complete, accurate, and timely outcomes for clients and internal colleagues. Working within established processes and workflows, you execute critical administrative and service activities between Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. Your primary focus is data accuracy, timely task completion, and supporting the preparation of standard deliverables that drive the "Peace of Mind" timeline. In this role, you build your technical foundation and client service skills through hands-on experience, demonstrating strong attention to detail, sound judgment, and a commitment to high-quality service. You ask questions when needed, follow processes consistently, and collaborate effectively to support a seamless client experience.
Primary Responsibilities
- Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System.
- Supports process execution and cross-functional coordination for assigned clients.
- Coordinates timelines and deliverables and ensure accurate and timely execution of all enrollment activities.
- Identify discrepancies, research root causes with guidance as needed, and resolve issues directly or escalate appropriately.
- Support compliance-related activities (e.g., COBRA, EOI, notices, plan documentation) and ensure complete, accurate recordkeeping across systems, files, and client documentation.
- Assist care center colleagues with claims advocacy as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating outcomes to clients and members.
- Provide foundational support to internal colleagues by gathering information, preparing standard documentation, and routing client inquiries to appropriate team members.
- Prepare external communications such as renewal materials, open enrollment instructions, COBRA information, claims updates, and benefits administration messages.
- Proactively identify and contribute to process efficiencies and improvements, recommending and helping implement changes that enhance quality, timeliness, and client experience.
- Supports shared services partners and third-party vendors by sharing process knowledge and flagging issues during implementations and open enrollment.
- Supports retention and growth of an assigned book of business by delivering accurate, timely benefits administration and high-quality client experience.
- May participate in open enrollment calls and/or meetings.
Required Knowledge & Experience
- Ability to learn and follow workflow steps and operational standards while building confidence and capability through hands on experience.
- Developing understanding of insurance coverages and policy processes; able to support task components with increasing independence.
- Apply attention to detail in reviewing documents and verifying accuracy using established quality controls.
- Familiarity with payroll/benefit technology systems and basic data interfaces
- Able to learn Agency Management Systems
- Complete assigned tasks efficiently by following processes and workflows and seeking help when encountering complex situations.
- Demonstrate willingness to learn new tasks and take on assignments.
- Work collaboratively with others, asking questions when needed and contributing to team goals and coordinated service delivery.
- Supports the client’s experience through accuracy, responsiveness, and adherence to processes.
Qualifications
- Bachelor’s degree in business, human resources, finance, insurance, or a related field preferred.
- 0-2+ years of employee benefits experience in a brokerage, carrier, or other client service role Licensing: Must obtain and maintain all required insurance licenses for the role and jurisdictions served (e.g., applicable health and life/accident insurance licenses).
- Strong verbal and written communication skills; capable of preparing clear external communications.
- Microsoft Office skills, particularly Excel (e.g., use of formulas, lookups, pivot tables, data validation) and proficiency in Word and PowerPoint for client-ready materials.
- Familiarity with employee benefits processes and renewal workflows with continued skill development expected.
- Previous experience working with offshore teams or shared service centers is preferred.
Skills & Behaviors
Functional/Technical Skills
- Process Knowledge: Comprehensive understanding of the specific workflows, sequential steps, and operational standards required to execute tasks accurately and efficiently within an organization.
- Insurance Acumen: Technical knowledge of insurance coverages, policy checking, and the submission process.
- Quality Assurance: Applies attention to detail with ability to audit and refine technical documents for accuracy.
- Systems Agility: Proficiency in Agency Management Systems (e.g., Brokerage Builder), Microsoft Excel, AI-enabled tools, and digital workflow platforms.
Behaviors
- Process Management: Ability to manage workflows across different time zones and delivery models and knows how to organize people, tasks and activities.
- Action Oriented: Readily takes on new challenges with a sense of urgency and high energy; steps up to handle tough issues.
- Peer Relationships: Builds partnerships and works collaboratively with others (both internal and external) to meet shared objectives.
- Client Focus: Builds client relationships and delivers client-centric solutions that exceed expectations.
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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.
