Client Success Specialist, Employee Benefits-Middle Market

The Baldwin Group is an award‑winning insurance brokerage firm that focuses on delivering tailored Commercial Insurance, Employee Benefits, and Risk Management solutions across the United States. The Client Success Specialist coordinates core renewal lifecycle processes, ensuring accurate, timely outcomes for clients and internal teams. Primary Responsibilities Deliver on stewardship promises to clients by owning assigned tasks, meeting due dates, and tracking progression within the Agency Management System. Support process execution and cross‑functional coordination for assigned clients. Coordinate timelines and deliverables to ensure accurate and timely execution of all enrollment activities. Identify discrepancies, research root causes with guidance as needed, and resolve issues directly or escape appropriately. Support compliance‑related activities (e.g., COBRA, EOI, notices, plan documentation) and maintain accurate record‑keeping across systems, files, and client documentation. Assist care center colleagues with claims advocacy by coordinating with carriers, vendors, and internal teams to resolve escalated issues and communicate 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. Support shared services partners and third‑party vendors by sharing process knowledge and flagging issues during implementations and open enrollment. Support 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 and complete assigned tasks efficiently by following processes and workflows. 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. Support the client’s experience through accuracy, responsiveness, and adherence to processes. Must obtain and maintain all required insurance licenses for the role and jurisdictions served (e.g., applicable health and life/accident insurance licenses). 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. Strong verbal and written communication skills; capable of preparing clear external communications. Microsoft Office skills, particularly Excel (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 Process Knowledge: Comprehensive understanding of 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. 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. The Baldwin Group is an equal employment opportunity firm and strives to comply with all laws prohibiting discrimination based on race, color, religion, age, sex (including sexual orientation and gender identity), national origin or ancestry, disability, military status, marital status, and any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the firm are prohibited from engaging in this conduct. #J-18808-Ljbffr