Client Success Specialist, Commercial Risk-Middle Market
The Client Success Specialist independently manages and coordinates core policy renewal lifecycle processes, including renewals, exposure data management, compliance activities, and implementation applying commercial insurance knowledge, professional judgement and discretion to ensure complete, accurate, and timely outcomes for clients and internal colleagues. You will navigate complex service situations, coordinating across Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. You will apply commercial insurance process knowledge, expertise and oversight to drive the "Peace of Mind" timeline and deliver a high-quality client experience while continuing to develop technical expertise, professional judgement and decision making through hands-on experience. You are expected to be primarily engaged in non-manual work directly related to the general business operations of the Company and its clients, spending more than one-half of working time on duties requiring the exercise of discretion and independent judgment with respect to matters of significance, and working under only general supervision.
Position Summary
The Client Success Specialist independently manages and coordinates core policy renewal lifecycle processes, including renewals, exposure data management, compliance activities, and implementation applying commercial insurance knowledge, professional judgement and discretion to ensure complete, accurate, and timely outcomes for clients and internal colleagues. You will navigate complex service situations, coordinating across Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. You will apply commercial insurance process knowledge, expertise and oversight to drive the "Peace of Mind" timeline and deliver a high-quality client experience while continuing to develop technical expertise, professional judgement and decision making through hands-on experience. You are expected to be primarily engaged in non-manual work directly related to the general business operations of the Company and its clients, spending more than one-half of working time on duties requiring the exercise of discretion and independent judgment with respect to matters of significance, and working under only general supervision.
Primary Responsibilities
- Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System.
- Independently lead process execution and cross-functional coordination for assigned clients.
- Oversee the deliverables and ensures accurate and timely execution of all renewal activities, exercising judgement to anticipate issues, resolve conflicts and deliver high-quality service.
- Identify discrepancies and independently determine root causes and resolve issues directly or escalates appropriately.
- Support compliance-related activities (e.g., certificate of insurance issuance, policy documentation, regulatory notices) and ensure complete, accurate recordkeeping across systems, files, and client documentation.
- Partner with internal colleagues and third party providers as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating outcomes to clients.
- Advise internal colleagues and third party partners on complex situations synthesizing insurance information, preparing client-ready documentation, and formulating recommendations on appropriate paths forward.
- Prepare external communications such as renewal materials, coverage summaries, certificate instructions, claims updates, and policy administration messages.
- Proactively identify and contribute to process efficiencies and improvements, recommending and helping implement changes that enhance quality, timeliness, and client experience.
- Partners with shared services partners and third-party vendors by applying process knowledge and expertise, identifying service risks during implementations and renewals.
- Supports retention and growth of an assigned book of business by delivering accurate, timely policy administration and high-quality client experience.
- Participates in renewal calls and/or client meetings serving as a knowledgeable point of contact for clients and colleagues.
Required Knowledge & Experience
- Applies expertise and commercial risk process knowledge and renewal workflows to execute work accurately and independently, with a commitment to professional development.
- Working knowledge of commercial insurance coverages, policy processes and regulatory requirements, applying expertise to support clients and inform decisions.
- Applies attention to detail in reviewing documents and verifying accuracy using established quality controls.
- Familiarity with insurance technology systems and basic data interfaces.
- Able to learn Agency Management Systems.
- Independently evaluate complex service situations to determine appropriate courses of action.
- Demonstrate initiative in expanding technical knowledge and takes on new assignments that advance client outcomes.
- Work collaboratively with others, asking questions when needed and contributing to team goals and coordinated service delivery.
- Exercise discretion and apply independent judgement to deliver a high-quality client experience through accuracy, responsiveness, and sound judgment on matters of significance to the employer and its clients.
Qualifications
- Bachelor's degree in business, finance, insurance, or a related field preferred.
- 1-3+ years of commercial insurance experience in a brokerage, carrier, or other client service role.
- Licensing (required): Must hold or obtain and maintain all required insurance licenses for the role and jurisdictions served (e.g., applicable Property & Casualty insurance licenses).
- Strong verbal and written communication skills; capable of preparing clear external communications.
- 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.
- Familiarity with commercial insurance 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
- Process Knowledge: Comprehensive understanding of commercial insurance workflows and renewal processes, enabling the employee to exercise independent judgment-evaluating and choosing among alternative courses of action-to achieve accurate and timely client outcomes.
- Insurance Acumen: Technical knowledge of commercial insurance coverages, policy checking, and the submission process.
- Quality Assurance: Applies attention to detail with ability to audit and refine technical documents for accuracy.
- Systems Agility: Proficiency in Agency Management Systems (e.g., Applied Epic), Microsoft Excel, AI-enabled tools, and digital workflow platforms.
Behaviors
- Process Management: Ability to manage workflows across different time zones and delivery models and knows how to organize people, tasks and activities.
- Action Oriented: Readily takes on new challenges with a sense of urgency and high energy; steps up to handle tough issues.
- Peer Relationships: Builds partnerships and works collaboratively with others (both internal and external) to meet shared objectives.
- Client Focus: Builds client relationships and delivers client-centric solutions that exceed expectations.
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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.