Client Relationship Manager, Employee Benefits - CAC Group

Baldwin Group Colleague•Birmingham, AL

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; supports plan compliance; analyzes benefit trends; and provides coverage advice and guidance to strengthen client relationships, satisfaction, and retention. The CRM uses practical benefits knowledge to deliver accurate work on time and support a consistent “Peace of Mind” client experience. The role works closely with the Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues. The CRM builds client relationships, develops tailored benefit solutions, leads renewals, and manages service calendars covering onboarding, open enrollment, compliance updates, and plan documentation. The role coordinates with carriers and vendors, oversees onboarding and employee communications, and partners with internal teams to ensure high-quality, accurate service delivery and effective workflows.

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, including Excel, Word, PowerPoint, and Outlook; Zywave; and digital workflow tools.
Ability to prioritize tasks, manage deadlines, and follow structured processes to support client commitments.
Responsive, reliable communication and a proactive, service-oriented approach to building client relationships.
Reliability, integrity, follow-through, and clear communication about status and next steps.
Ability to work effectively within cross-functional teams and contribute to shared objectives.
Strong verbal and written communication 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.
Excellent verbal and written communication skills for delivering presentations to decision-makers and employees.
Foundational understanding of employee benefits processes and renewal workflows, including self-funded and level-funded plan types.
High proficiency in Agency Management Systems, Microsoft Excel, AI-enabled tools, and digital workflow platforms.

Nice To Haves

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

Responsibilities

Build and maintain client relationships as the primary point of contact, communicating expectations, updates, and strategic recommendations.
Assess client needs and develop tailored benefit solutions, 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 the client service calendar, including 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 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 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, escalating issues to leadership as needed.
Navigate workflows through proactive performance measurement and decisive resolution of complex carrier or compliance escalations.
Apply Employee Benefits expertise to inform market strategy and exposure analysis recommendations.
Perform high-level quality assurance on complex technical deliverables produced by others.
Plan and prioritize work to meet commitments aligned with organizational goals.
Collaborate with peers and cross-functional teams to meet shared objectives and constructively escalate issues.