[Hiring] Client Success Specialist, Commercial Risk-Middle Market @The Baldwin Group

Role Description

The Client Success Specialist independently manages and coordinates core policy renewal lifecycle processes, including:

• Renewals
• Exposure data management
• Compliance activities
• Implementation

Applying commercial insurance knowledge, professional judgement and 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
• Third-party partners

You will apply commercial insurance process knowledge, expertise 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 one-half of working time on duties requiring the exercise of discretion and independent judgment with respect to matters of significance, and working under only general supervision.

Qualifications

• Bachelor's degree in business, finance, insurance, or a related field preferred.
• 1-3+ years of commercial insurance 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 Property & Casualty 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 commercial insurance processes and renewal workflows with continued skill development expected.
• Previous experience working with offshore teams or shared service centers is preferred.

Requirements

• Applies expertise and commercial risk process knowledge and renewal workflows to execute work accurately and independently, with a commitment to professional development.
• Working knowledge of commercial insurance coverages, policy processes and regulatory requirements, applying expertise to support clients and inform decisions.
• Applies attention to detail in reviewing documents and verifying accuracy using established quality controls.
• Familiarity with insurance 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 and takes on new assignments that advance client outcomes.
• Work collaboratively with others, asking questions when needed and contributing to team goals and coordinated service delivery.
• Exercise discretion and apply independent judgement to deliver a high-quality client experience through accuracy, responsiveness, and sound judgment on matters of significance to the employer and its clients.

Benefits

• 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 deliverables and ensures accurate and timely execution of all renewal activities, exercising judgement to anticipate issues, resolve conflicts and deliver high-quality service.
• Identify discrepancies and independently determine root causes and resolve issues directly or escalates appropriately.
• Support compliance-related activities (e.g., certificate of insurance issuance, policy documentation, regulatory notices) and ensure complete, accurate recordkeeping across systems, files, and client documentation.
• Partner with internal colleagues and third party providers as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating outcomes to clients.
• Advise internal colleagues and third party partners on complex situations synthesizing insurance information, preparing client-ready documentation, and formulating recommendations on appropriate paths forward.
• Prepare external communications such as renewal materials, coverage summaries, certificate instructions, claims updates, and policy 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 process knowledge and expertise, identifying service risks during implementations and renewals.
• Supports retention and growth of an assigned book of business by delivering accurate, timely policy administration and high-quality client experience.
• Participates in renewal calls and/or client meetings serving as a knowledgeable point of contact for clients and colleagues.