Inbound Customer Service - Personal Lines

The Baldwin Group

About The Position

The Client Relations Analyst is an essential member of the frontline service team and often the first point of contact for current clients. The role suits someone who is friendly, steady under pressure, adaptable, and able to multitask while navigating multiple systems and screens and conducting confident, professional phone conversations. The position also calls for an entrepreneurial and sales-minded approach. The analyst recognizes opportunities to retain clients, offer solutions, and resolve concerns. English and Spanish fluency is preferred.

Requirements

Ability to multitask, 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.
Ability to learn quickly and comfort using multiple systems and a multi-screen setup.
High attention to detail and accurate documentation skills.
Strong follow-through, reliability, and a collaborative approach.
Ability to obtain state-required insurance licenses within the first 90 days; company-supported.
Proficient and accurate typing skills.
Comfort with Microsoft Office Suite and ability to learn new systems quickly.

Nice To Haves

Customer service or call center experience.
Basic understanding of insurance concepts.
Fluency in English and Spanish.

Responsibilities

Manage inbound client calls about payments, cancellations, policy changes, coverage questions, and general service needs.
Communicate calmly, confidently, and in a friendly manner while multitasking across several systems and screens.
Identify opportunities to deepen client relationships or support revenue retention by recognizing unmet needs or coverage gaps.
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.