Client Relationship Manager, Employee Benefits - CAC Group

CAC Group; Birmingham (AL); On-site; USD 65,000 - 100,000; Full time

Job summary

CAC Group, part of The Baldwin Group, is seeking a Client Relationship Manager (CRM), Employee Benefits, to serve as the primary liaison between insurance carriers and clients, overseeing benefit programs, renewals, and day‑to‑day service inquiries. This role ensures plan compliance, analyzes benefit trends, and provides guidance on coverage, with the goal of driving client relationships and retention.

The CRM collaborates with the Client Success Specialist, Advisor, carriers, and Baldwin

Qualifications

• Bachelor’s degree in business, insurance, finance, or related field.
• Current Life & Health license.
• 2–4+ years of employee benefits and account management experience.
• Excellent verbal and written communication skills to deliver presentations to decision‑makers and employees.
• Foundational understanding of employee benefits processes, renewal workflows, and plan funding types such as self‑funded and level‑funded.

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.

Skills

Client relationships

Analytical skills

Project management

Communication skills

Cross-functional teamwork

Agency Management System experience

Education

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

Current Life & Health license

Tools

Brokerage Builder

Microsoft Office

Excel

PowerPoint

Outlook

Zywave

Digital workflow tools

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 benefits and account management experience.
• Excellent verbal and written communication skills to deliver presentations to decision‑makers and employees.
• Foundational understanding of employee benefits processes, and renewal workflows, including functional knowledge of plan funding types such as self‑funded and level‑funded.
• Experience coordinating with offshore teams or third‑party partners is preferred.

Skills & Behaviors

Functional/Technical Skills

• Strategic Execution: Navigating workflows through proactive performance measurement and decisive resolution of complex carrier or compliance escalations.
• Client Advisory: Applies expertise to inform recommendations and provide guidance in Employee Benefits (market strategy, exposure analysis).
• Quality Assurance: Expertise in performing high‑level quality assurance on complex technical deliverables produced by others.
• Systems Agility: High proficiency in Agency Management Systems (e.g., Brokerage Builder), Microsoft Excel, AI-enabled tools, and digital workflow platforms.

Behaviors

• Planning: Strategic prioritization and time management; planning and prioritizing work to meet commitments aligned with organizational goals.
• Earns Trust: Confidence in advising clients on complex matters; gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Peer Relationships: can solve problems with teams with a minimum of noise; builds partnerships and works collaboratively with others to meet shared objectives.
• Client Focus: Builds strong client relationships and delivers client‑centric solutions that exceed expectations.

#LI-NS1

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.