Client Relationship Manager, Employee Benefits - CAC Group

baldwin; Birmingham (AL); On-site; USD 65,000 - 90,000; Full time

Job summary

CAC Group, part of The Baldwin Group, is a leading insurance broker and advisor offering expertise across insurance and capital markets. The CRM, Employee Benefits, serves as the primary liaison between carriers and clients, managing benefit programs, renewals, and day-to-day inquiries to drive satisfaction and retention.

This role collaborates with the Client Success Specialist, Advisors, carriers, and Baldwin support teams to ensure excellent service delivery and timely, accurate plan

Qualifications

• Strong knowledge of employee benefits programs and brokerage practices.
• Excellent analytical and problem-solving abilities.
• Ability to manage multiple projects and priorities.
• Commitment to delivering exceptional client service.
• Ability to interpret complex information and advise next steps.
• Detail-oriented review of materials for accuracy and completeness.
• Proficient with agency management systems and MS Office tools (Excel, Word, PowerPoint, Outlook).
• Prioritize tasks and follow structured client service processes.
• Build relationships with clients through proactive communication.
• Demonstrates strong presentation and written communication skills.

Responsibilities

• Build and maintain strong client relationships as primary contact and advisor.
• Assess client needs and tailor benefit solutions, evaluating existing programs.
• Lead renewals with analysis of options, benchmarking, and plan design alternatives.
• Manage client service calendar including onboarding and renewals.
• Ensure compliance with ERISA, HIPAA, ACA and related filings.
• Negotiate with carriers and vendors to ensure timely service delivery.
• Oversee onboarding aligned with internal Peace of Mind process.
• Collaborate with Client Success Specialists to meet data needs and timelines.
• Develop employee communications and coordinate enrollment meetings.
• Maintain high standards of accuracy and timeliness in all interactions.
• Identify process improvements and escalate issues when needed.

Skills

Benefit programs knowledge

Analytical skills

Project management

Client service

Attention to detail

Microsoft Office

Zywave

Communication

Cross-functional teamwork

Presentation skills

Education

Bachelor's degree in business, insurance, finance, or related field

Current Life & Health license

Professional insurance designation preferred

2-4+ years of employee benefits experience

Tools

Brokerage Builder

Zywave

Job description

CAC Group, part of The Baldwin Group, is a leading insurance broker and advisor that provides expertise and placement capabilities across the spectrum of insurance and capital markets. Our team defines our success. We recruit and retain the industry's best talent with deep knowledge and experience in their respective segments, products, and industries. We root for each other, as we are all connected and aligned to serving clients in a better and smarter way. Find out more about career opportunities to work with the best team in the industry.

The Client Relationship Manager (CRM), Employee Benefits, is the primary liaison between insurance carriers and clients, managing employee benefit programs, renewals, and day to day service inquiries. They ensure plan compliance, analyze benefit trends, and provide advice and guidance on coverage, with the goal of driving client relationships, satisfaction, and retention. The CRM applies practical benefits knowledge to ensure timely, accurate deliverables and supports the delivery of a consistent "Peace of Mind" client experience. This role collaborates closely with the Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues to ensure excellent service delivery.

Position Summary

The Client Relationship Manager (CRM), Employee Benefits, is the primary liaison between insurance carriers and clients, managing employee benefit programs, renewals, and day‑to‑day service inquiries. They ensure plan compliance, analyze benefit trends, and provide advice and guidance on coverage, with the goal of driving client relationships, satisfaction, and retention. The CRM applies practical benefits knowledge to ensure timely, accurate deliverables and supports the delivery of a consistent "Peace of Mind" client experience. This role collaborates closely with the Client Success Specialist, Advisor, carriers, and internal Baldwin support colleagues to ensure excellent service delivery.

Primary Responsibilities

• Build and maintain strong client relationships as the primary point of contact, proactively communicating expectations, updates, and strategic recommendations.
• Assess client needs and develop tailored benefit solutions, including evaluating existing programs and identifying opportunities for additional coverage.
• Lead the renewal process by preparing, analyzing, and effectively 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 delivery of required plan documentation.
• Ensure benefit programs comply with federal and state regulations (ERISA, HIPAA, ACA) and oversee related compliance activities such as 5500 filings and plan documents.
• Liaise with carriers and vendors to negotiate contracts, resolve issues, solicit proposals, and manage policy activity to ensure timely, accurate service delivery.
• Oversee new client onboarding in alignment with the Peace of Mind process, including timely C-suite engagement.
• Partner with Client Success Specialists and internal teams to clarify data needs, monitor task progress, and maintain consistent, high-quality workflows.
• Develop employee facing communication materials, including Benefit Guides, and coordinate or conduct enrollment meetings.
• Maintain high standards of accuracy, timeliness, and completeness in all interactions.
• Identify opportunities to improve processes, tools, and workflows, escalating issues to leadership as needed.

Required Knowledge & Experience

• Strong industry knowledge of benefit programs, preferably in a brokerage firm.
• Strong analytical and problem‑solving skills.
• Ability to manage multiple projects and priorities effectively.
• A commitment to providing exceptional client service.
• Ability to evaluate complex information, identify issues within defined parameters, and recommend next steps.
• Strong attention to detail when reviewing materials for completeness and accuracy.
• Proficiency with Agency Management Systems (e.g., Brokerage Builder), Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) Products, Zywave and digital workflow tools.
• Able to prioritize tasks, manage deadlines, and follow structured processes to support client commitments.
• Build strong relationships with clients through responsive, reliable communication and a proactive service‑oriented approach.
• Demonstrates firm's core values with aligned corporate culture. Including reliability, integrity, and follow‑through; communicates clearly about status and next steps.
• Works effectively within cross‑functional teams, contributing to shared objectives and escalating issues constructively.
• Strong presentation skills, both verbal and written communications.

Qualifications

• Bachelor's degree in business, insurance, finance, or related field; professional insurance designation preferred.
• Current state License required (Life & Health)
• 2-4+ years of employee