Position Summary
The Client Relationship Manager (CRM), Commercial Risk, is the primary liaison between insurance carriers and clients, managing commercial insurance programs, renewals, and day-to-day service inquiries. They ensure policy compliance, analyze coverage and exposure trends, and provide practical guidance on coverage, with the goal of driving client relationships, satisfaction, and retention. The CRM applies practical commercial insurance knowledge to ensure timely, accurate deliverables and supports the delivery of a consistent "Peace of Mind" client experience. This role collaborates closely with the Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues to ensure excellent service delivery.
Primary Responsibilities
- Build and maintain strong client relationships as the primary point of contact, proactively communicating expectations, updates, and recommendations.
- Assess client needs and develop tailored coverage solutions, including evaluating existing programs and identifying opportunities for additional or enhanced coverage.
- Lead the renewal process by preparing, analyzing, and effectively presenting coverage options, benchmarking, loss experience, exposure analysis, and program design alternatives.
- Manage the client service calendar, including onboarding, renewals, policy issuance, compliance updates, and delivery of required policy documentation.
- Ensure insurance programs comply with applicable federal and state regulations and oversee related compliance activities including policy documentation and regulatory filings.
- Liaise with carriers and vendors to negotiate contracts, resolve issues, solicit proposals, and manage policy activity to ensure timely, accurate service delivery.
- Oversee new client onboarding in alignment with the Peace of Mind process, including timely C-suite engagement.
- Partner with Client Success Specialists and internal teams to clarify data needs, monitor task progress, and maintain consistent, high-quality workflows.
- Develop client-facing communication materials, including coverage summaries and client risk reports, and coordinate or conduct renewal meetings.
- Maintain high standards of accuracy, timeliness, and completeness in all interactions.
- Identify opportunities to improve processes, tools, and workflows, escalating issues to leadership as needed.
Required Knowledge & Experience
- Strong industry knowledge of commercial insurance programs, preferably in a brokerage firm.
- Strong analytical and problem-solving skills.
- Ability to manage multiple projects and priorities effectively.
- A commitment to providing exceptional client service.
- Ability to evaluate complex information, identify issues within defined parameters, and recommend next steps.
- Strong attention to detail when reviewing materials for completeness and accuracy.
- Proficiency with Agency Management Systems (e.g., Applied Epic), Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and digital workflow tools.
- Able to prioritize tasks, manage deadlines, and follow structured processes to support client commitments.
- Build strong relationships with clients through responsive, reliable communication and a proactive service-oriented approach.
- Demonstrates firm's core values with aligned corporate culture, including reliability, integrity, and follow-through; communicates clearly about status and next steps.
- Works effectively within cross-functional teams, contributing to shared objectives and escalating issues constructively.
- Strong presentation skills, both verbal and written communications.
Qualifications
- Bachelor's degree in business, insurance, finance, or related field; professional insurance designation preferred.
- Current state license required (Property & Casualty).
- 2–4+ years of commercial insurance and account management experience.
- Excellent verbal and written communication skills to deliver presentations to decision-makers and clients.
- Foundational understanding of commercial insurance processes and renewal workflows, including functional knowledge of coverage structures and program types.
- Experience coordinating with offshore teams or third-party partners is preferred.
Skills & Behaviors
Functional/Technical Skills
- Strategic Execution: Navigating workflows through proactive performance measurement and decisive resolution of complex carrier or compliance escalations.
- Client Advisory: Applies expertise to inform recommendations and provide guidance in Commercial Risk (coverage strategy, exposure analysis).
- Quality Assurance: Expertise in performing high-level quality assurance on complex technical deliverables produced by others.
- Systems Agility: High proficiency in Agency Management Systems (e.g., Applied Epic), Microsoft Excel, AI-enabled tools, and digital workflow platforms.
Behaviors
- Planning: Strategic prioritization and time management; planning and prioritizing work to meet commitments aligned with organizational goals.
- Earns Trust: Confidence in advising clients on complex matters; gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Peer Relationships: Can solve problems with teams with a minimum of noise; builds partnerships and works collaboratively with others to meet shared objectives.
- Client Focus: Builds strong client relationships and delivers client-centric solutions that exceed expectations.
The starting pay for this position is $75,000 +. Salary is negotiable upon time of hire.
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Position Summary
The Client Relationship Manager (CRM) supports commercial risk clients by contributing to renewal planning, coordinating service activities, and assisting with the execution of defined client strategies. Working with general supervision, you help ensure accurate and timely completion of service tasks, support the development of renewal materials, and collaborate with internal teams and third‑party partners to maintain the “Peace of Mind” timeline. You apply developing expertise in commercial risk concepts to resolve routine issues and provide day‑to‑day client support.
Primary Responsibilities
- Assist in preparing renewal strategies, organizing service plans, and supporting milestone tracking to ensure alignment with established client goals. Contribute data, documentation, and background analysis needed for CRMs to finalize strategic recommendations.
- Address routine client questions regarding exposures, coverage details, and standard program changes. Escalate complex or non‑standard issues to senior CRMs while providing supporting information and documentation.
- Support strategic client meetings by preparing materials, reviewing dashboards, gathering key account data, and participating as appropriate under the guidance of senior team members.
- Assist in preparing submission components and comparing proposed terms. Provide supporting data and coordinate follow‑ups with underwriters as directed.
- Perform initial checks on submission documents to ensure alignment with the agreed‑upon client strategy before escalating for final review and approval by senior CRMs.
- Provide clear, structured information to Client Success Specialists (CSS) and third‑party partners regarding data needs, task requirements, and process steps. Confirm task progress and escalate delays or discrepancies.
- Participate in exposure validation by confirming accuracy of client-provided data and identifying inconsistencies for senior CRM review.
- Support workflow planning by organizing timelines, tracking deliverables, and maintaining visibility into service progress to uphold the “Peace of Mind” execution model.
- Triage routine billing questions, endorsement inquiries, or audit‑related discrepancies, resolving standard issues independently and escalating complex cases to senior CRMs with relevant documentation.
Required Knowledge, Skills & Abilities
- Applies practical understanding of exposures, coverage structures, and submission requirements, seeking guidance on more complex scenarios.
- Perform preliminary accuracy checks on deliverables, identifies routine inconsistencies, and escalate complex issues to senior CRMs.
- Works effectively within agency management systems (e.g., Applied Epic), Excel, and digital workflow platforms under general supervision.
- Manages assigned tasks by following established priorities, planning work to meet commitments, and updating senior CRMs on progress.
- Build credibility by accurately completing assigned work, seeking clarification when needed, and interacting with clients professionally on routine matters.
- Works collaboratively with CRMs, CSS team members, and third‑party partners, contributing to shared objectives and maintaining productive working relationships.
- Supports client relationships by delivering accurate, timely information, responding effectively to standard requests, and reinforcing the firm’s client‑centric service model.
Qualifications
- Bachelor’s degree in business, insurance, finance, or a related field; professional insurance designations preferred.
- 2 – 4 years of experience in client‑facing insurance roles, applying developing knowledge to moderately complex tasks with general supervision.
- Foundational understanding of commercial insurance processes, exposure analysis, and renewal workflows, with continued skill development expected.
- Experience coordinating with offshore teams or third‑party partners is preferred.
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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.
