Client Success Specialist, Employee Benefits-CAC Holdings

Baldwin Group Colleague•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, process expertise, discretion, and independent judgment 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 helping drive the “Peace of Mind” timeline and a high-quality client experience. The position works under general supervision and spends more than half of working time on non-manual duties requiring discretion and independent judgment on matters of significance. The specialist owns assigned client tasks and timelines, leads process execution and cross-functional coordination, supports compliance and recordkeeping, and helps resolve eligibility and benefits issues. The role also prepares client-facing materials and communications, contributes to process improvements, and supports retention and growth of an assigned book of business. The specialist continues to develop technical expertise, professional judgment, and decision-making through hands-on experience.

Requirements

1–3+ years of employee benefits experience in a brokerage, carrier, or other client service role.
Must hold or obtain and maintain all 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.
Working knowledge of employee benefits coverages, policy processes, regulatory requirements, and renewal workflows.
Ability to apply 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, high-quality client service.
Ability to manage workflows across time zones and delivery models and organize people, tasks, and activities.
Technical knowledge of insurance coverages, policy checking, and the submission process.
Ability to audit and refine technical documents for accuracy.
Proficiency with Agency Management Systems, Microsoft Excel, AI-enabled tools, and digital workflow platforms.
Ability to build partnerships and work collaboratively with internal and external colleagues.
Ability to build client relationships and deliver client-centric solutions.

Nice To Haves

Bachelor’s degree in business, human resources, finance, insurance, or a related field preferred.
Previous experience working with offshore teams or shared service centers.

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 cross-functional coordination for assigned clients.
Oversee open enrollment activities within 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, evidence of insurability, 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 clearly communicate outcomes to clients and members.
Advise internal colleagues and third-party partners on complex eligibility situations and benefits questions; synthesize benefits information and create client-ready documentation to support 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 that improve quality, timeliness, and client experience.
Partner with shared services partners 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 high-quality client service.
Participate in open enrollment calls and meetings as a knowledgeable point of contact for clients and colleagues.