Client Relationship Manager, Employee Benefits - CAC Group

The Baldwin Group•Birmingham, AL

About The Position

The Client Relationship Manager (CRM), Employee Benefits, serves as the primary liaison between insurance carriers and clients, managing employee benefit programs, renewals, and day-to-day service inquiries. The role ensures plan compliance, analyzes benefit trends, and provides guidance on coverage to strengthen client relationships, satisfaction, and retention. The CRM uses practical benefits knowledge to deliver timely, accurate work and support a consistent “Peace of Mind” client experience. The position works closely with the Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues. The CRM assesses client needs and develops tailored benefit solutions, leads renewal presentations and analysis, manages the client service calendar, and oversees compliance activities. The position also coordinates carrier and vendor relationships, new client onboarding, employee communications, and enrollment meetings, while maintaining high standards of accuracy, timeliness, and service.

Requirements

Strong industry knowledge of benefit programs, preferably in a brokerage firm.
Strong analytical and problem-solving skills.
Ability to manage multiple projects and priorities effectively.
Commitment to 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 such as Brokerage Builder, Microsoft Office Suite, Zywave, and digital workflow tools.
Ability to prioritize tasks, manage deadlines, and follow structured processes to support client commitments.
Ability to build client relationships through responsive, reliable communication and a proactive service-oriented approach.
Demonstrated reliability, integrity, follow-through, and clear communication about status and next steps.
Ability to work effectively within cross-functional teams and escalate 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, proactively communicating expectations, updates, and strategic recommendations.
Assess client needs and develop tailored benefit solutions, including evaluating current 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 the client service calendar, including onboarding, renewals, open enrollment preparation, compliance updates, and delivery of required plan documentation.
Ensure benefit programs comply with federal and state regulations, including ERISA, HIPAA, and ACA, and oversee related compliance 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 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 employee-facing communication materials, including Benefit Guides, and coordinate or conduct enrollment 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.