Customer Support Representative - Personal Lines

The Baldwin Group

About The Position

The Client Relations Analyst is an essential member of our frontline service team and often the first point of contact for current clients. This role is ideal for individuals who are friendly, steady under pressure, adaptable, and natural multitaskers. The role requires navigating multiple systems and screens while engaging in confident, professional phone conversations. Success in this position also requires an entrepreneurial and sales-minded approach. CRAs must be able to recognize opportunities to retain clients, offer solutions, and resolve concerns.

Requirements

Spanish and English language proficiency strongly preferred.
Ability to multitask with ease, including talking, typing, researching, and problem-solving simultaneously.
Comfort managing a steady volume of calls.
Strong verbal communication skills and a friendly, patient, and professional demeanor.
Quick learner who is comfortable using multiple systems and a multi-screen setup.
High attention to detail with accurate documentation skills.
Strong follow-through, reliability, and a collaborative approach.
Customer service or call center experience preferred but not required.
Basic understanding of insurance concepts preferred.
Ability to obtain state-required insurance licenses within the first 90 days (company-supported).
Proficient typing skills with accuracy.
Comfortable with Microsoft Office Suite and able to learn new systems quickly.

Responsibilities

Manage inbound client calls regarding payments, cancellations, policy changes, coverage questions, and general service needs.
Maintain calm, confident, and friendly communication while multitasking across several systems and screens.
Identify opportunities to deepen client relationships or support revenue retention by recognizing unmet needs or coverage gaps.
Ability to address concerns, overcome objections, and present solutions or alternatives.
Enter accurate information and process updates in real time during client calls.
Process endorsements, audits, and other policy modifications.
Perform additional duties as assigned.