Inbound Customer Service - Personal Lines

Baldwin Group Colleague, Inc.; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Training & licensing

Generous PTO

Health benefits

401K matching

Commission incentives

Career growth

Job summary

The Baldwin Group is seeking a Client Relations Analyst to be a frontend, frontline resource for current clients. You will handle calls about payments, changes, and coverage while maintaining a professional, multi-screen workflow.

Ideal candidates are friendly, steady under pressure, adaptable, and capable of multitasking. English and Spanish fluency is preferred, with company-supported licensing within the first 90 days.

Qualifications

• Ability to multitask across multiple systems and screens.
• Strong verbal communication with a friendly, professional demeanor.
• Experience in customer service or call center environments preferred.
• Ability to learn and navigate new software quickly.
• Typing accuracy and data entry skills.

Responsibilities

• Handle inbound client calls regarding payments, cancellations, policy changes, coverage questions and service needs.
• Maintain calm, confident communication while multitasking across systems.
• Identify opportunities to deepen client relationships and support retention.
• Address concerns, overcome objections, and present solutions.
• Enter accurate information and update records in real time during calls.
• Process endorsements, audits and other policy modifications.
• Perform additional duties as assigned.

Skills

Multitasking

Verbal communication

Phone etiquette

Problem solving

Attention to detail

Team collaboration

Education

Customer service or call center experience preferred

Tools

Microsoft Office Suite

Job description

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. Success in this position also requires an entrepreneurial and sales-minded approach. CRAs must be able to recognize opportunities to retain clients, offer solutions, and resolve concerns. Candidates fluent in English and Spanish is preferred.

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.
• Perform 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.

#LI-SL1 IND1 Perks Of Working at The Baldwin Group:

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

#LI-SL1 IND1 IMPORTANT NOTICE:

This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.

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.

The Baldwin Group is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since 2011, we’ve evolved from a local business into a national firm with a vast network of specializations serving two million clients across the country. At The Baldwin Group, we provide solutions so our clients can pursue what’s possible for themselves, their families, and their businesses. Whether renting a first apartment, opening a small business or taking a company public, we offer solutions to support clients at every step of their journey giving them peace of mind to pursue their purpose, passion, and dreams. We Protect the Possible.

The Baldwin Group is an equal employment opportunity firm and strives to comply with all laws prohibiting discrimination based on race, color, religion, age, sex (including sexual orientation and gender identity), national origin or ancestry, disability, military status, marital status, and any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the firm are prohibited from engaging in this conduct.