Client Success Specialist, Employee Benefits-CAC Holdings

The Baldwin Group•Birmingham, AL

About The Position

The Client Success Specialist independently manages and coordinates core employee benefits renewal lifecycle processes, including open enrollment, eligibility management, compliance activities, and implementation. The role applies employee benefits knowledge, independent judgment, and discretion to deliver complete, accurate, and timely outcomes for clients and internal colleagues. It coordinates complex service situations across Client Relationship Managers, clients, internal colleagues, and third-party partners, while applying benefits expertise and process oversight to meet the “Peace of Mind” timeline and provide a high-quality client experience. The position also involves continuing to develop technical expertise, professional judgment, and decision-making through hands-on experience. More than half of working time is spent on non-manual duties related to the general business operations of the Company and its clients, exercising discretion and independent judgment on matters of significance under general supervision.

Requirements

Employee benefits expertise and knowledge of related processes and renewal workflows, with the ability to execute work accurately and independently.
Working knowledge of employee benefits coverages, policy processes, and regulatory requirements.
Attention to detail when reviewing documents and verifying accuracy using established quality controls.
Familiarity with payroll and benefits technology systems and basic data interfaces.
Ability to learn Agency Management Systems.
Ability to independently evaluate complex service situations and determine appropriate courses of action.
Initiative in expanding technical knowledge and taking on assignments that advance client outcomes.
Ability to collaborate, ask questions when needed, and contribute to team goals and coordinated service delivery.
Ability to exercise discretion and independent judgment to deliver accurate, responsive service and make sound decisions on significant matters.
1–3+ years of employee benefits experience in a brokerage, carrier, or other client service role.
Must hold or obtain and maintain required insurance licenses for the role and jurisdictions served, such as applicable health and life/accident insurance licenses.
Strong verbal and written communication skills, including the ability to prepare clear external communications.
Microsoft Office skills, particularly Excel, including formulas, lookups, pivot tables, and data validation; proficiency in Word and PowerPoint for client-ready materials.
Familiarity with employee benefits processes and renewal workflows, with continued skill development expected.
Ability to manage workflows across time zones and delivery models and organize people, tasks, and activities.
Ability to take on challenges with urgency, handle difficult issues, build collaborative partnerships, and deliver client-centric solutions.

Nice To Haves

Bachelor’s degree in business, human resources, finance, insurance, or a related field.
Previous experience working with offshore teams or shared service centers.
Proficiency with Agency Management Systems such as Brokerage Builder, AI-enabled tools, and digital workflow platforms.

Responsibilities

Deliver on client stewardship promises by owning assigned tasks, meeting due dates, and tracking progress in the Agency Management System.
Independently lead process execution and coordinate cross-functional work for assigned clients.
Oversee open enrollment activities and the “Peace of Mind” timeline, anticipating issues, resolving conflicts, and delivering high-quality service.
Identify discrepancies, determine root causes, resolve issues directly, or escalate them appropriately.
Support compliance activities, including COBRA, EOI, notices, and plan documentation, and maintain accurate records across systems, files, and client documentation.
Coordinate with care center colleagues, carriers, vendors, and internal teams to resolve escalated issues and communicate outcomes to clients and members.
Advise internal colleagues and third-party partners on complex eligibility situations and benefits questions; synthesize benefits information and prepare client-ready recommendations.
Prepare external communications, including renewal materials, open enrollment instructions, COBRA information, claims updates, and benefits administration messages.
Identify process efficiencies and improvements and recommend or help implement changes to improve quality, timeliness, and client experience.
Partner with shared services teams and third-party vendors, applying subject matter expertise and identifying service risks during implementations and open enrollment.
Support retention and growth of an assigned book of business through accurate, timely benefits administration and a high-quality client experience.
Participate in open enrollment calls and meetings as a knowledgeable point of contact for clients and colleagues.