Client Success Specialist, Employee Benefits - IAS, West

About this role

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 independently manages and coordinates core renewal lifecycle processes, including open enrollment, eligibility management, compliance activities, and implementation. In this role, you apply employee benefits knowledge and independent judgement and exercise discretion to ensure complete, accurate, and timely outcomes for clients and internal colleagues. You will navigate complex service situations coordinating across Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. You will apply technical benefits experience, process knowledge and oversight to drive the "Peace of Mind" timeline and deliver a high-quality client experience while continuing to develop technical expertise, professional judgement, and decision making through hands-on experience. You are expected to be primarily engaged in non-manual work directly related to the general business operations of the Company and its clients, spending more than half of your working time on duties requiring the exercise of discretion and independent judgment with respect to matters of significance, and working under only general supervision.

Position Summary

The Client Success Specialist independently manages and coordinates core renewal lifecycle processes, including open enrollment, eligibility management, compliance activities, and implementation.  In this role, you apply employee benefits knowledge and independent judgement and exercise discretion to ensure complete, accurate, and timely outcomes for clients and internal colleagues. You will navigate complex service situations coordinating across Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. You will apply technical benefits experience, process knowledge and oversight to drive the "Peace of Mind" timeline and deliver a high-quality client experience while continuing to develop technical expertise, professional judgement, and decision making through hands-on experience.    You are expected to be primarily engaged in non-manual work directly related to the general business operations of the Company and its clients, spending more than half of your working time on duties requiring the exercise of discretion and independent judgment with respect to matters of significance, and working under only general supervision.

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 the open enrollment activities of the peace of mind timeline, exercising independent judgement to anticipate issues, resolve conflicts and deliver high-quality service.     • Identify discrepancies and independently determine root causes and resolves issues directly or escalates 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 as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating 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 to forumulate recommendations on appropriate paths forward. • 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.    • Partners with shared services partners and third-party vendors by applying subject matter expertise and identifying service risks 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.   • Participates 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 judgement to inform service delivery decisions.  • Applies 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 • Independently evaluate complex service situations to determine appropriate courses of action. • Demonstrate initiative in expanding technical knowledge takes on assignments that advance client outcomes. • Work collaboratively with others, asking questions when needed

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