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 Relations Analyst is an essential member of our frontline service team and often the first point of contact for current clients. This role is ideal for individuals who are friendly, steady under pressure, adaptable, and natural multitaskers. The role requires navigating multiple systems and screens while engaging in confident, professional phone conversations.
Success in this position also requires an entrepreneurial and sales-minded approach. CRAs must be able to recognize opportunities to retain clients, offer solutions, and resolve concerns.
Primary Responsibilities
Manage inbound client callsregardingpayments, cancellations, policy changes, coverage questions, and general service needs.
Maintain calm, confident, and friendly communication while multitasking across several systems and screens.
Identifyopportunities to deepen client relationships or support revenue retention by recognizing unmet needs or coverage gaps.
Ability toaddress concerns, overcome objections, and present solutions or alternatives
Enteraccurateinformation and process updates in real time during client calls.
Process endorsements, audits, and other policy modifications.
Performadditionalduties as assigned.
Knowledge, Skills & Abilities
Ability to multitask with ease, including talking, typing, researching, and problem-solving simultaneously.
Comfort managing a steady volume of calls
Strong verbal communication skills and a friendly, patient, and professional demeanor.
Quicklearner who is comfortable using multiple systems and a multi-screen setup.
High attention to detail withaccuratedocumentation skills.
Strong follow-through, reliability, and a collaborative approach.
Education & Experience
Customer service or call center experiencepreferredbut notrequired
Basic understanding of insurance conceptspreferred.
Ability to obtain state-required insurance licenses within the first 90 days (company-supported).
Proficient typing skills with accuracy.
Comfortable with Microsoft Office Suite and able to learn new systems quickly.
PerksOfWorking at The Baldwin Group:
Training and proper licensing provided
Generous PTO Policy
Complete health benefits package
401K with company matching
Commission Opportunities with Incentives
Opportunity to move up in your career based on personal performance
IMPORTANT NOTICE:
This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.
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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.
The Baldwin Group is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since our founding in 2011, we’ve evolved from a local business into a national firm with a vast network of specializations and industry practices for the benefit of our more than three million clients across the country and worldwide.
In addition, we have built excellent relationships with a wide range of insurance company partners. These relationships, coupled with our entrepreneurial and family-oriented culture, and deep expertise enable us to seamlessly deliver a breadth of innovative solutions to clients.
At The Baldwin Group, we help provide the solutions our clients need to have confidence and gain peace of mind as they pursue what’s possible for themselves, their families, and their businesses. Whether they are renting their first apartment or buying a larger home, opening a small business or taking their company public, we offer solutions to support them on every step of their journey. This has been our story since the beginning—we provide the indispensable expertise and quality insights that give our clients peace of mind to pursue their purpose, passion, and dreams. And that’s what The Baldwin Group will continue to do for years to come: we protect the possible.
