The Baldwin Group

Customer Success Manager

• Deliver on stewardship promises by owning assigned tasks, meeting due dates, and tracking progression in the Agency Management System
• Independently lead process execution and cross-functional coordination for assigned clients
• Oversee open enrollment activities, anticipate issues, resolve conflicts, and deliver high-quality service
• Identify discrepancies, determine root causes, and resolve or appropriately escalate issues
• Support compliance activities including COBRA, EOI, notices, and plan documentation
• Maintain accurate records across systems, files, and client documentation
• Coordinate with carriers, vendors, internal teams, and care center colleagues to resolve escalated issues
• Advise colleagues and third-party partners on complex eligibility situations and benefits questions
• Create client-ready documentation and recommendations
• Prepare renewal materials, open enrollment instructions, COBRA information, claims updates, and benefits administration communications
• Identify and contribute to process efficiencies and improvements
• Support implementations and open enrollment by identifying service risks
• Support retention and growth of an assigned book of business
• Participate in open enrollment calls and meetings as a knowledgeable point of contact

Client Success Specialist, Employee Benefits

Account Executive

• Manage all aspects of the renewal process, new business preparation, and ongoing service needs for clients and prospects
• Collaborate with Producers, Account Executives, Claims team, Account Managers, and other team members
• Maintain technical proficiency in all coverages serviced by the team
• Organize people and activities and develop efficient workflows
• Negotiate with internal and external groups
• Assist with renewal meetings and present results to established client contacts
• Participate in and lead client meetings when necessary
• Understand complex financial analysis and claims data
• Participate in prospect presentation meetings as needed
• Prepare, send, and process complete renewal submissions for marketing
• Analyze quotes for accuracy and prepare quote spreadsheets
• Analyze data to determine program structure options
• Create client presentations with quotes, spreadsheets, contract comparisons, and other marketing materials
• Submit sold business to the insurance market and oversee implementation
• Review insurance company documents for accuracy and submit incorrect documents for revision
• Establish and maintain business relationships with clients, insurance carriers, and colleagues
• Perform other duties as assigned

AVP, Account Executive, Financial Lines

Client Partner

• Assist in coordinating carrier relationships on behalf of the company.
• Lead the service team on large assigned accounts.
• Coordinate key services and develop initial placement/renewal strategy.
• Assist in establishing and maintaining appropriate carrier relationships.
• Perform marketing activities for assigned large accounts.
• Prepare or peer review risk maps for assigned accounts.
• Coordinate service delivery.
• Complete special projects.
• Identify opportunities to improve the firm, business segment, and processes.
• Bring issues and discrepancies to appropriate leadership.
• Mentor new colleagues when requested.

Senior Client Manager, Commercial Risk

Director

• Lead and develop placement leaders and placement brokers across all regions or business units
• Own and expand admitted and E&S/surplus lines ICP relationships, negotiating program terms, contingency/override agreements, and service commitments
• Execute enterprise placement strategy, placement guiding principles, go-to-market strategies, ICP appetite alignment, and submission/placement quality standards
• Serve as escalation point for complex, distressed, or large-premium placements
• Support new business pitches and renewal retention with market intelligence and pricing insight
• Monitor market conditions and communicate impacts to leadership, advisors, and service colleagues
• Drive placement process consistency, technology adoption, and data/analytics use across offices
• Represent the firm at ICP meetings, industry conferences, and market summits
• Collaborate with analytics/actuarial teams on loss modeling and program structuring
• Support M&A integration of acquired agencies' placement functions
• Track open placement items, pending submissions, and outstanding ICP requests through resolution
• Use the ICP Repository as the source of truth for regional placement decisions
• Maintain accurate records of placement decisions and escalation outcomes

National Placement Director

Account Manager

• Foster and maintain strong relationships with assigned clients
• Interpret complex plan performance data and advise on plan design and coverage strategy
• Ensure compliance with federal and state regulations
• Lead full renewal strategy, including benefit options, benchmarking, claim experience, contribution modeling, and plan design alternatives
• Prepare and deliver Quarterly Business Review insights, trend analysis, and strategic recommendations
• Review, refine, and approve employee-facing communication materials, including Benefit Guides
• Manage the client compliance calendar and advise on emerging compliance risks
• Partner with Client Success Specialists, Advisors, and third-party partners to clarify data needs and troubleshoot issues
• Resolve escalated enrollment discrepancies, eligibility questions, and coverage issues
• Coordinate deliverables across internal teams for renewals, onboarding, audits, and major client events
• Investigate and resolve complex billing issues, claim disputes, and endorsement requests
• Mentor colleagues and contribute to process improvement initiatives
• Collaborate with the Client Executive, Client Success Specialist, Advisor, carriers, and internal support colleagues to deliver exceptional service

Client Relationship Manager, Employee Benefits

• Maintain accurate client files and documentation in the Agency Management System
• Compose professional business correspondence via letter, email, and other methods
• Perform invoicing, premium allocation, and other accounting or math-related tasks
• Monitor claims, communicate claims information, and maintain current claims records
• Collaborate with Advisors, Directors Risk Management, Client Service Specialists, agency personnel, clients, and insurance companies
• Attend client meetings with the Advisor or Director Risk Management when requested
• Assist co-workers with client inquiries and work processing
• Manage day-to-day client account activities, including policy reviews, changes, updates, contract reviews, certificate processing, renewals, marketing, negotiating insurance programs, surplus lines filing, lease reviews, and analysis of financial statements
• Respond to client inquiries by telephone and email and follow up for timely service
• Counsel clients on coverage and exposures and recommend or place additional coverage
• Seek client referrals and generate new business using prospect databases and automation systems
• Cultivate relationships with insurance carrier partners and understand carrier requirements
• Identify opportunities to improve the firm, business segment, and processes; escalate issues and discrepancies to leadership

Client Manager, Commercial Risk – Innovation Practice

• Build and maintain strong client relationships as the primary point of contact
• Assess client needs and develop tailored benefit solutions
• Lead renewals by preparing, analyzing, and presenting benefit options, benchmarking, claim experience, contribution modeling, and plan design alternatives
• Manage the client service calendar, including onboarding, renewals, open enrollment preparation, compliance updates, and plan documentation
• Ensure benefit programs comply with ERISA, HIPAA, and ACA requirements, including 5500 filings and plan documents
• Liaise with carriers and vendors to negotiate contracts, resolve issues, solicit proposals, and manage policy activity
• Oversee new client onboarding, including timely C-suite engagement
• Partner with Client Success Specialists and internal teams to clarify data needs and monitor task progress
• Develop employee-facing communication materials, including Benefit Guides, and coordinate or conduct enrollment meetings
• Maintain accuracy, timeliness, and completeness in all interactions
• Identify process, tool, and workflow improvement opportunities and escalate issues to leadership

Executive

• Manage insurance claims for clients at both individual and portfolio levels
• Serve as a claims expert, trainer, and mentor
• Establish claims protocols and policy enhancements with insurance company partners and clients
• Schedule and conduct claim reviews, ensuring proper claims handling, reserve standards, and settlement protocols
• Act as a claims advocate and liaison to help clients mitigate claims costs
• Review individual claims and maintain current reserves and records according to industry best practices
• Contribute to business development and renewal opportunities by attending client meetings
• Explain the firm's approach to claims mitigation and resolution
• Monitor industry trends, claims outcomes, legal developments, and regulatory changes
• Provide summaries of claims reviews and related activities to Advisors, the Director of Risk Mitigation, colleagues, and clients

Claims Executive

Risk

• Serve as the organization’s principal technical authority on risk engineering, loss prevention, property protection, operational risk, and resilience strategies
• Provide advanced consulting services for the organization’s largest, most complex, and highest-risk client engagements
• Evaluate complex property, casualty, operational, and business interruption exposures and develop strategic recommendations
• Lead technical assessments involving complex manufacturing operations, critical infrastructure, catastrophe-exposed properties, supply chain vulnerabilities, and specialized industry risks
• Provide expert guidance on fire protection, natural catastrophes, business continuity, equipment reliability, process safety, life safety, and operational resilience
• Develop innovative solutions for emerging risks, evolving technologies, and changing risk environments
• Advise executive-level clients on strategic risk management, loss control investments, and operational risk reduction
• Partner with producers, client executives, account teams, carriers, engineering consultants, and underwriting partners
• Support client retention, growth objectives, market negotiations, placement strategies, renewals, and complex account reviews
• Research emerging risks and develop technical resources, white papers, educational content, and client-facing materials
• Represent the organization at industry conferences, carrier forums, professional associations, and client events
• Mentor Risk Engineers, Senior Risk Engineers, and other risk management professionals
• Review technical reports, engineering assessments, and risk improvement recommendations
• Collaborate across brokerage, claims, analytics, underwriting, and client service functions
• Serve as an escalation resource and thought leader for complex risk engineering matters

Risk Engineer

Data Engineer

• Design MSI enterprise data and data management within the MSI ecosystem
• Partner with Solution Architects, DBAs, Business Intelligence teams, and product and business leaders to design Lakehouses and Data Warehouses
• Contribute to development of the data strategy
• Implement a maintenance program aligning the operating environment with business needs
• Evaluate data architecture against evolving requirements
• Align data requirements with new system and product designs
• Design and implement data architectures supporting data integration, advanced analytics, and data science
• Optimize data lake, data warehouse, and data orchestration processes
• Develop enterprise data migration and integration philosophies and plans
• Document conceptual and logical data models
• Collaborate on semi-structured and unstructured data designs
• Own and manage data migration and integration initiatives between operational systems
• Contribute to data management processes and protocols
• Assist with data security and backup processes and protocols
• Optimize data-related functions

Data Architect

• Serve as primary relationship owner for an assigned book of HNW/UHNW clients
• Deliver proactive, white-glove service across phone, email, and in-person interactions
• Anticipate client needs and provide coverage recommendations, risk alerts, and market updates
• Conduct annual interactive client reviews and present renewal proposals
• Review exposures, underwriting memos, loss experience, and current coverages to identify gaps
• Advise clients on complex risks including high-value homes, fine art, collectibles, watercraft, aircraft, excess liability, and specialty lines
• Review inspection reports and provide loss-prevention direction
• Monitor industry offerings, carrier appetite changes, and HNW market trends
• Introduce the Baldwin platform, including employee benefits, commercial lines, and asset protection services, as appropriate
• Remarket existing programs and optimize market placement decisions
• Cultivate carrier relationships and advocate for favorable outcomes on complex risks, renewals, and claims
• Accurately document policy activity in agency management systems
• Follow established workflows, service standards, and compliance requirements
• Identify process and client-experience improvements and manage a high-volume workload

Relationship Manager – Private Risk

• Lead tactical and operational leadership in the design, development, implementation, administration, and communication of assigned client benefit plans
• Make recommendations based on clients’ long-term objectives
• Manage a book of business generating a minimum of $1M in revenue
• Manage policy activity and stewardship for the assigned book of business
• Analyze and report relevant claims data for larger accounts, identifying trends and comparing client data with industry benchmarks
• Ensure client benefits compliance and advise clients on the impact of the ACA and future government changes
• Maintain knowledge of government regulations and ensure compliance with FMLA, COBRA, ACA, ERISA, and other applicable laws and regulations
• Fulfill reporting and compliance requirements
• Provide training and mentorship to the Client Executive Team
• Manage large accounts independently without assistance from leadership or an Advisor
• Review accounts for additional insurance lines and year-round or renewal changes
• Cultivate relationships with insurance company partners
• Manage changing priorities and responsibilities
• Identify opportunities to improve the firm, business segment, and processes
• Escalate issues and discrepancies to appropriate leadership
• Complete special projects as assigned

Senior Client Executive, Employee Benefits

• Maintain accurate client files and documentation in the Agency Management System
• Compose professional business correspondence via letter, email, and other means
• Perform accounting and math functions including invoicing and premium allocation
• Monitor claims, communicate claims information, and assist insureds in coordination with claims
• Attend client meetings with Advisors or Directors Risk Management when requested
• Assist co-workers with client inquiries and work processing
• Manage day-to-day client account activities, including policy review, changes, updates, contract review, certificate processing, renewal documents, marketing, negotiating insurance programs, filing surplus lines, lease review, and review of financial statements
• Respond to client inquiries by telephone and email and provide timely follow-up
• Counsel clients on coverage and exposure and recommend and place additional coverage as needed
• Seek referrals and generate new business prospects using the prospect database and automation system
• Cultivate relationships with insurance company partners and understand carrier requirements
• Identify opportunities to improve the firm, business segment, and processes; escalate issues and discrepancies to leadership

Client Manager, Commercial Risk

• Provide ongoing training in all builder/lender divisions within the assigned territory
• Promote WIA services and benefits to clients and their customers
• Manage a portfolio of homebuilding and mortgage-affiliated clients
• Serve as the primary point of contact for service needs, inquiries, and relationship management
• Coordinate cross-functionally to resolve issues and maintain CFPB, RESPA, and mortgage industry regulatory compliance
• Assist in managing marketing materials and promotional items
• Print and mail marketing materials to clients
• Maintain accurate client records in agency management systems
• Respond to client inquiries, resolving issues or escalating complex matters
• Attend all scheduled meetings
• Visit clients in designated or targeted territories according to road map requirements
• Create and distribute monthly touch-points for all clients
• Educate clients on the insurance industry, insurance carriers, and current capacity
• Travel to various locations as required

Regional Account Manager

Claims Specialist

• Analyze insurance policies and documents to determine coverage
• Investigate and analyze claim information to determine liability
• Handle complex 1st Party Property Claims
• Assist with suits, mediations, and arbitrations
• Work with Counsel in the defense of litigation
• Set timely, adequate reserves in compliance with company reserving philosophy
• Engage experts to evaluate claims
• Monitor vendor performance and control expenses
• Evaluate, negotiate, and determine settlement values
• Communicate with interested parties throughout the claim lifecycle
• Discuss coverage decisions, additional information needs, and settlement amounts
• Handle claims according to Best Practices
• Monitor and complete assigned claims inventory
• Provide Best-In-Class customer service to insureds and agents
• Update and maintain claim files
• Identify subrogation opportunities and protect recovery interests
• Identify fraud indicators and refer files to SIU
• Participate in internal and external claims audits
• Provide oversight of TPAs

Client Success Specialist, Employee Benefits

AVP, Account Executive, Financial Lines

Senior Client Manager, Commercial Risk

National Placement Director

Client Relationship Manager, Employee Benefits

Client Manager, Commercial Risk – Innovation Practice

Client Relationship Manager, Employee Benefits

Claims Executive

Risk Engineer

Data Architect

Relationship Manager – Private Risk

Senior Client Executive, Employee Benefits

Client Manager, Commercial Risk

Regional Account Manager

Claims Examiner II