Client Success Specialist, Employee Benefits-Middle Market

Baldwin Group Colleague•Fort Myers, FL

About The Position

The Client Success Specialist supports the coordination of core renewal lifecycle processes — including open enrollment, eligibility management, compliance activities, and implementation. The role ensures complete, accurate, and timely outcomes for clients and internal colleagues. Working within established processes and workflows, you execute critical administrative and service activities between Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. Your primary focus is data accuracy, timely task completion, and supporting the preparation of standard deliverables that drive the "Peace of Mind" timeline. In this role, you build your technical foundation and client service skills through hands-on experience, demonstrating strong attention to detail, sound judgment, and a commitment to high-quality service. You ask questions when needed, follow processes consistently, and collaborate effectively to support a seamless client experience.

Requirements

Ability to learn and follow workflow steps and operational standards while building confidence and capability through hands on experience.
Developing understanding of insurance coverages and policy processes; able to support task components with increasing independence.
Apply 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
Complete assigned tasks efficiently by following processes and workflows and seeking help when encountering complex situations.
Demonstrate willingness to learn new tasks and take on assignments.
Work collaboratively with others, asking questions when needed and contributing to team goals and coordinated service delivery.
Supports the client’s experience through accuracy, responsiveness, and adherence to processes.
Bachelor’s degree in business, human resources, finance, insurance, or a related field preferred.
0-2+ years of employee benefits experience in a brokerage, carrier, or other client service role
Must 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.

Nice To Haves

Previous experience working with offshore teams or shared service centers is preferred.

Responsibilities

Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System.
Supports process execution and cross-functional coordination for assigned clients.
Coordinates timelines and deliverables and ensure accurate and timely execution of all enrollment activities.
Identify discrepancies, research root causes with guidance as needed, and resolve issues directly or escalate appropriately.
Support compliance-related activities (e.g., COBRA, EOI, notices, plan documentation) and ensure complete, accurate recordkeeping across systems, files, and client documentation.
Assist care center colleagues with claims advocacy as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating outcomes to clients and members.
Provide foundational support to internal colleagues by gathering information, preparing standard documentation, and routing client inquiries to appropriate team members.
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.
Supports shared services partners and third-party vendors by sharing process knowledge and flagging issues 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.
May participate in open enrollment calls and/or meetings.