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 and contributing to team goals and coordinated service delivery.
- Exercises discretion and applies independent judgement 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 skills, particularly Excel (e.g., use of 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
Functional/Technical Skills
- Process Knowledge: Comprehensive understanding of employee benefits workflows and renewal processes, enabling the employee to exercise independent judgment—evaluating and choosing among alternative courses of action—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 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.
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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.
