The Baldwin Group

Client Success Specialist, Employee Benefits-Middle Market

Knoxville, Tennessee, US

Sponsorship not specifiedDetected 5 days ago

ExcelHRResearchCommunicationMicrosoft Office

About the role

The role ensures complete, accurate, and timely outcomes for clients and internal colleagues.

Your primary focus is data accuracy, timely task completion, and supporting the preparation of standard deliverables that drive the "Peace of Mind" timeline.
You ask questions when needed, follow processes consistently, and collaborate effectively to support a seamless client experience.
Support compliance-related activities (e.g., COBRA, EOI, notices, plan documentation) and ensure complete, accurate recordkeeping across systems, files, and client documentation.
Provide foundational support to internal colleagues by gathering information, preparing standard documentation, and routing client inquiries to appropriate team members.
Proactively identify and contribute to process efficiencies and improvements, recommending and helping implement changes that enhance quality, timeliness, and client experience.
Developing understanding of insurance coverages and policy processes; able to support task components with increasing independence.

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.
Process Knowledge: Comprehensive understanding of the specific workflows, sequential steps, and operational standards required to execute tasks accurately and efficiently within an organization.
Insurance Acumen: Technical knowledge of insurance coverages, policy checking, and the submission process.
Systems Agility: Proficiency in Agency Management Systems (e.g., Brokerage Builder), Microsoft Excel, AI-enabled tools, and digital workflow platforms.
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 Licensing: 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.
Familiarity with employee benefits processes and renewal workflows with continued skill development expected.
Previous experience working with offshore teams or shared service centers is preferred.
Skills & Behaviors
Functional/Technical Skills
Quality Assurance: Applies attention to detail with ability to audit and refine technical documents for accuracy.
Behaviors

Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System.
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.
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.
May participate in open enrollment calls and/or meetings.
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.

Builds client relationships and delivers client-centric solutions that exceed expectations.
Click here for some insight into our culture!
The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site.
Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.

This listing is sourced directly from The Baldwin Group's careers page and normalized into a canonical job model.