Client Success Specialist, Employee Benefits-CAC Holdings

baldwin; Birmingham (AL); On-site; USD 65,000 - 75,000; Full time

Job summary

CAC Group is seeking a Client Success Specialist in Birmingham, AL, to independently manage core renewal lifecycle processes, including open enrollment, eligibility management, and compliance activities. You will apply employee benefits knowledge and exercise discretion while coordinating with CRMs, clients, and third-party partners to deliver a high-quality client experience.

The role emphasizes non-manual work related to general business operations, requiring independent judgment and

Qualifications

• Experience in employee benefits or renewal processes.
• Ability to coordinate across multiple stakeholders.

Responsibilities

• Deliver renewal lifecycle tasks including open enrollment and eligibility management.
• Coordinate with CRMs, clients, and third-party vendors to ensure accurate and timely outcomes.
• Oversee open enrollment activities and communicate requirements to clients and colleagues.
• Identify discrepancies, investigate root causes, and resolve issues or escalate as needed.
• Assist with compliance activities (COBRA, EOI, plan notices, documentation) and maintain accurate records.
• Collaborate with carriers and internal teams to resolve escalated issues and communicate results to clients.
• Prepare renewal materials and instructions for open enrollment and benefits administration messages.
• Identify process improvements to improve quality and timeliness of service.
• Support retention and growth by delivering high-quality client experience.

Skills

Client relationship management

Open enrollment coordination

Benefits knowledge

Independent judgment

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 Success Specialist independently manages and coordinates core renewal lifecycle processes, including open enrollment, eligibility management, compliance activities, and implementation. In this role, you apply employee benefits knowledge and independent judgement and exercise discretion to ensure complete, accurate, and timely outcomes for clients and internal colleagues. You will navigate complex service situations coordinating across Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. You will apply technical benefits experience, process knowledge and oversight to drive the "Peace of Mind" timeline and deliver a high-quality client experience while continuing to develop technical expertise, professional judgement, and decision making through hands-on experience. You are expected to be primarily engaged in non-manual work directly related to the general business operations of the Company and its clients, spending more than half of your working time on duties requiring the exercise of discretion and independent judgment with respect to matters of significance, and working under only general supervision.

Position Summary

The Client Success Specialist independently manages and coordinates core renewal lifecycle processes, including open enrollment, eligibility management, compliance activities, and implementation. In this role, you apply employee benefits knowledge and independent judgement and exercise discretion to ensure complete, accurate, and timely outcomes for clients and internal colleagues. You will navigate complex service situations coordinating across Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners. You will apply technical benefits experience, process knowledge and oversight to drive the "Peace of Mind" timeline and deliver a high-quality client experience while continuing to develop technical expertise, professional judgement, and decision making through hands-on experience. You are expected to be primarily engaged in non-manual work directly related to the general business operations of the Company and its clients, spending more than half of your working time on duties requiring the exercise of discretion and independent judgment with respect to matters of significance, and working under only general supervision.

Primary Responsibilities

• Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System.
• Independently lead process execution and cross-functional coordination for assigned clients.
• Oversee the open enrollment activities of the peace of mind timeline, exercising independent judgement to anticipate issues, resolve conflicts and deliver high-quality service.
• Identify discrepancies and independently determine root causes and resolves issues directly or escalates appropriately.
• Support compliance-related activities (e.g., COBRA, EOI, notices, plan documentation) and ensure complete, accurate recordkeeping across systems, files, and client documentation.
• Partner with care center colleagues as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating outcomes to clients and members.
• Advise internal colleagues and third-party partners on complex eligibility situations and benefits questions, synthesize benefits information and create client-ready documentation to forumulate recommendations on appropriate paths forward.
• Prepare external communications such as renewal materials, open enrollment instructions, COBRA information, claims updates, and benefits administration messages.
• Proactively identify and contribute to process efficiencies and improvements, recommending and helping implement changes that enhance quality, timeliness, and client experience.
• Partners with shared services partners and third-party vendors by applying subject matter expertise and identifying service risks during implementations and open enrollment.
• Supports retention and growth of an assigned book of business by delivering accurate, timely benefits administration and high-quality client experience.
• Participates in open enrollment calls and/or meetings, serving as a knowledgeable point of contact for clients and colleagues.

Required Knowledge & Experience

Applies expertise and employee benefits process knowledge and renewal work