Inbound Customer Service - Personal Lines

The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.  
 

Position Summary:

• 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. Candidates fluent in English and Spanish is preferred.

Primary 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. 

 

Knowledge, Skills & Abilities 

• 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. 

 

Education & Experience 

• 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. 

 

Perks Of Working at The Baldwin Group: 

• Training and proper licensing provided 

• Generous PTO Policy  

• Complete health benefits package  

• 401K with company matching  

• Commission Opportunities with Incentives 

• Opportunity to move up in your career based on personal performance  

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IMPORTANT NOTICE:
This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.

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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.