Client Success Specialist, Employee Benefits

The Baldwin Group

. Deliver Stewardship Promises by owning assigned tasks, meeting required due dates, and tracking progression in the Agency Management System .

Posted 11/12/2026full-timePhiladelphia • Pennsylvania • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in employee benefits administration, compliance activities, and client service, with a strong ability to manage processes and coordinate cross-functional teams effectively. Proficient in utilizing Agency Management Systems and Microsoft Office tools to deliver high-quality client-ready documentation and recommendations.

Highest-signal resume keywords

Employee Benefits ExperienceAgency Management SystemsInsurance LicensesMicrosoft Excel ProficiencyCompliance Activities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Employee Benefits CoveragesPolicy ProcessesRegulatory RequirementsData InterfacesProcess ImprovementsOpen Enrollment ActivitiesClient DocumentationBenefits AdministrationRenewal WorkflowsComplex Service Evaluation

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationIndependent Problem SolvingCross-Functional CoordinationClient Service Orientation

Tools & Technologies

Microsoft OfficeExcel FormulasPivot TablesAI-Enabled ToolsDigital Workflow Platforms

Certifications & Qualifications

Insurance Licenses

Industry Keywords

COBRAEOIBenefits QuestionsClient RetentionShared Services

About the role

Key responsibilities & impact

Deliver Stewardship Promises by owning assigned tasks, meeting required 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 within the Peace of Mind timeline
Identify discrepancies, determine root causes, resolve issues, or escalate appropriately
Support compliance activities including COBRA, EOI, notices, and plan documentation
Maintain complete and accurate records across systems, files, and client documentation
Coordinate with carriers, vendors, care center colleagues, and internal teams to resolve escalated issues
Advise colleagues and third-party partners on complex eligibility situations and benefits questions
Synthesize benefits information and create client-ready recommendations and documentation
Prepare renewal materials, open enrollment instructions, COBRA information, claims updates, and benefits administration communications
Identify and contribute to process efficiencies and improvements
Partner with shared services and third-party vendors during implementations and open enrollment
Support retention and growth of an assigned book of business through accurate benefits administration and high-quality client service
Participate in open enrollment calls and meetings as a knowledgeable client and colleague contact

Requirements

What you’ll need

Bachelor’s degree in business, human resources, finance, insurance, or a related field preferred
1-3+ years of employee benefits experience in a brokerage, carrier, or other client service role
Must hold or obtain and maintain all required insurance licenses for the role and jurisdictions served
Working knowledge of employee benefits coverages, policy processes, and regulatory requirements
Familiarity with payroll/benefit technology systems and basic data interfaces
Able to learn Agency Management Systems
Familiarity with employee benefits processes and renewal workflows
Ability to independently evaluate complex service situations and determine appropriate courses of action
Strong verbal and written communication skills
Microsoft Office skills, particularly Excel, including formulas, lookups, pivot tables, and data validation
Proficiency in Word and PowerPoint for client-ready materials
Proficiency in Agency Management Systems, Microsoft Excel, AI-enabled tools, and digital workflow platforms
Previous experience working with offshore teams or shared service centers preferred