Client Relationship Manager, Employee Benefits - IAS West

Baldwin Group Colleague•Irvine, CA

12d

About The Position

The Client Relationship Manager (CRM), Employee Benefits, is the primary liaison between insurance carriers and clients. The role manages employee benefit programs, renewals, and day-to-day service inquiries; ensures plan compliance; analyzes benefit trends; and provides advice and guidance on coverage to support client relationships, satisfaction, and retention. The CRM applies practical benefits knowledge to deliver accurate work on time and provide a consistent “Peace of Mind” client experience. The role works closely with the Client Success Specialist, Advisor, carriers, and internal colleagues.

Requirements

Strong industry knowledge of benefit programs, preferably in a brokerage firm.
Strong analytical and problem-solving skills, including the ability to evaluate complex information, identify issues within defined parameters, and recommend next steps.
Ability to manage multiple projects and priorities, prioritize tasks, meet deadlines, and follow structured processes.
Commitment to exceptional client service and a proactive, responsive, reliable communication style.
Strong attention to detail when reviewing materials for completeness and accuracy.
Proficiency with Agency Management Systems, such as Brokerage Builder; Microsoft Office, including Excel, Word, PowerPoint, and Outlook; Zywave; and digital workflow tools.
Ability to build relationships through clear communication about status and next steps, and to work effectively across teams while escalating issues constructively.
Strong verbal, written, and presentation skills.
Bachelor’s degree in business, insurance, finance, or a related field.
Current state Life & Health license.
2–4+ years of employee benefits and account management experience.
Foundational understanding of employee benefits processes and renewal workflows, including self-funded and level-funded plan funding types.

Nice To Haves

Professional insurance designation.
Experience coordinating with offshore teams or third-party partners.

Responsibilities

Build and maintain strong client relationships as the primary point of contact, communicating expectations, updates, and strategic recommendations.
Assess client needs and develop tailored benefit solutions by evaluating existing programs and identifying opportunities for additional coverage.
Lead renewals by preparing, analyzing, and presenting benefit options, benchmarking, claim experience, contribution modeling, and plan design alternatives.
Manage client service calendars for onboarding, renewals, open enrollment preparation, compliance updates, and required plan documentation.
Ensure benefit programs comply with federal and state regulations, including ERISA, HIPAA, and ACA, and oversee related activities such as 5500 filings and plan documents.
Liaise with carriers and vendors to negotiate contracts, resolve issues, solicit proposals, and manage policy activity for timely, accurate service.
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 high-quality workflows.
Develop employee-facing communications, including Benefit Guides, and coordinate or conduct enrollment meetings.
Maintain accuracy, timeliness, and completeness in all interactions.
Identify opportunities to improve processes, tools, and workflows, and escalate issues to leadership as needed.