Client Success Specialist, Employee Benefits-Middle Market

The Baldwin Group is an award‑winning, entrepreneur‑led insurance brokerage delivering 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 across the U.S. and abroad. The firm combines industry expertise, a differentiated culture, and a holistic, tailored approach to insurance and risk management.

Position Summary

The Client Success Specialist independently manages and coordinates core renewal lifecycle processes, including open enrollment, eligibility management, compliance activities, and implementation. The role applies employee‑benefits knowledge, independent judgment, and discretion to ensure complete, accurate, and timely outcomes for clients and internal colleagues while navigating complex service situations across Client Relationship Managers, clients, internal teams, and third‑party partners.

Primary Responsibilities

• Deliver on stewardship promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System.
• Independently lead process execution and cross‑functional coordination for assigned clients.
• Oversee open‑enrollment activities of the “Peace of Mind” timeline, exercising judgment to anticipate issues, resolve conflicts, and deliver high‑quality service.
• Identify discrepancies, determine root causes, 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.
• Partner with care‑center colleagues, carriers, vendors, and internal teams to resolve escalated issues and clearly communicate outcomes to clients and members.
• Advise internal colleagues and third‑party partners on complex eligibility situations and benefits questions; synthesize benefits information and create client‑ready documentation with recommendations.
• 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.
• Partner with shared‑services partners and third‑party vendors, applying subject‑matter expertise and identifying service risks during implementations and open enrollment.
• Support retention and growth of an assigned book of business by delivering accurate, timely benefits administration and a high‑quality client experience.
• Participate in open‑enrollment calls and/or meetings, serving as a knowledgeable point of contact for clients and colleagues.

Required Knowledge & Experience

• Applies expertise and employee‑benefits process knowledge and renewal workflows to execute work accurately and independently, with a commitment to professional development.
• Working knowledge of employee‑benefits coverages, policy processes, and regulatory requirements, applying expertise and judgment to inform service‑delivery decisions.
• Attention to detail in reviewing documents and verifying accuracy using established quality controls.
• Familiarity with payroll/benefit technology systems and basic data interfaces.
• Ability to learn Agency Management Systems.
• Independently evaluate complex service situations to determine appropriate courses of action.
• Demonstrates initiative in expanding technical knowledge and takes on assignments that advance client outcomes.
• Works collaboratively with others, asking questions when needed and contributing to team goals and coordinated service delivery.
• Exercises discretion and independent judgment to deliver a high‑quality client experience through accuracy, responsiveness, and sound judgment on matters of significance to the company and its clients.

Qualifications

• Bachelor’s degree in business, human resources, finance, insurance, or a related field preferred.
• 1–3+ years of employee‑benefits experience in a brokerage, carrier, or other client‑service role.
• Licensing (required): Must hold or 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 proficiency, particularly Excel (formulas, lookups, pivot tables, data validation) and competence 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.

Functional / Technical Skills

• Process Knowledge: Comprehensive understanding of employee‑benefits workflows and renewal processes, enabling independent judgment to achieve accurate and timely client outcomes.
• 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; knows how to organize people, tasks, and activities.
• Action Oriented: Readily takes on new challenges with urgency and high energy; steps up to handle tough issues.
• Peer Relationships: Builds partnerships and works collaboratively with internal and external stakeholders to meet shared objectives.
• Client Focus: Builds client relationships and delivers client‑centric solutions that exceed expectations.