Customer Service Specialist - Personal Lines

The Baldwin Group is an award-winning entrepreneur-led insurance brokerage firm. The Client Relations Analyst is a frontline service team member responsible for managing client calls, providing solutions, and maintaining strong client relationships.

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

Requirements:

• 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
• 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
• Customer service or call center experience preferred but not required
• Basic understanding of insurance concepts preferred
• Candidates fluent in English and Spanish is preferred