Customer Service Representative - Personal Lines

baldwin; United States; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Training & Licensing

Generous PTO

Health benefits

401K match

Bonuses

Job summary

The Baldwin Group is a leading insurance broker delivering tailored risk management and insurance services across the U.S. The Client Relations Analyst role supports frontline service, handling client inquiries, policy changes, and service needs with professionalism.

Ideal candidates are friendly, calm under pressure, and adept at multi-tasking across systems. Training, licensing support, and comprehensive benefits are offered to help you grow within the company.

Qualifications

• Customer service or call center experience preferred but not required.
• Basic understanding of insurance concepts preferred.
• 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.

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.
• 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.

Skills

Multitasking

Verbal communication

Attention to detail

Team collaboration

Problem solving

Typing

Tools

Microsoft Office

CRM software

Job description

The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise , colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.

Position Summary:

The Client Relations Analyst is an essential member of our frontline service team and often the first point of contact for current clients. This role is ideal for individuals who are friendly, steady under pressure, adaptable, and natural multitaskers. The role requires navigating multiple systems and screens while engaging in confident, professional phone conversations.

Primary 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.
• P erform additional duties as assigned.

Knowledge, Skills & Abilities

• 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.

Education & Experience

• Customer service or call center experience preferred but not required .
• Basic understanding of insurance concepts preferred.
• 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.

Hours: 10-7 EST

Perks Of Working at The Baldwin Group:

• Training and proper licensing provided
• Generous PTO Policy
• Complete health benefits package
• 401K with company matching
• Bonus Opportunities with Incentives
• Opportunity to move up in your career based on personal performance