The Baldwin Group

Customer Support

• 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.

Insurance Customer Service Representative – Personal Lines

Sales Operations Manager

• Identify new leads that fit the target prospect profile
• Execute top-of-the-funnel lead generation activities to uncover new sales opportunities via phone, email, social media
• Create compelling content and execute drip campaigns to targeted companies that fit the firm’s “ideal client profile.”
• Help to coordinate and plan webinars and in person educational events for existing clients and prospects
• Develop an understanding of our business development model and assist Partner in execution
• Generate and execute long-cycle business development strategies, document meaningful activity and track results
• Create unique and creative content to communicate proposed solutions to prospects and clients
• Work with a mentor and participate in team meetings to review sales activities/results and learn about market trends, company goals, etc.
• Obtain a broad understanding of the insurance industry, internal procedures, carrier products, firm services and lead qualification

Sales Enablement Specialist

• Prepares documents for presenting risks to market
• Prepares applications, summaries of insurance, insurance certificates, auto identification cards and other coverage related documents
• Assists client service teams in the preparation of presentation materials
• Analyzes and summarizes complex data and compiles reports under supervision
• Records data into the appropriate insurance company and firm software programs
• Runs monthly cancellation and expiration reports
• Processes and completes endorsements and audits
• Completes special projects as assigned
• Looks for opportunities to improve the firm, business segment and processes

Licensed Client Support Specialist – Personal Lines

Product Manager

• Define and continuously refine vision, strategy, and measurable objectives for assigned products, ensuring clear alignment with Baldwin’s brokerage strategy and operating model.
• Develop and maintain an outcome‑oriented product roadmap that balances regulatory, operational, user experience, and technical considerations; socialize and adjust roadmaps based on evidence and stakeholder input.
• Lead structured discovery using techniques endorsed by accredited product programs (e.g., stakeholder interviews, journey mapping, qualitative user research, and collaborative workshops) to understand user problems and opportunities.
• Partner with Analytics and business teams to translate behavioral data, incident trends, and operational metrics into actionable product insights and hypotheses.
• Translate problems and opportunities into well‑formed epics, features, and user stories with clear acceptance criteria and edge cases suitable for Agile delivery teams.
• Collaborate daily with Engineering, Architecture, UX, and Operations to shape feasible solution options, clarify trade‑offs, and ensure designs adhere to technical, security, and data standards.
• Own the product backlog for assigned domains: prioritize based on customer impact, risk, regulatory needs, dependencies, and capacity, using recognized prioritization frameworks (e.g., RICE, WSJF, value vs. effort).
• Act as product lead within Agile ceremonies (e.g., planning, backlog refinement, reviews), ensuring work items are ready, understood, and anchored to defined outcomes.
• Oversee functional validation for key features: define test scenarios, support test case design, review results, and accept/reject work based on agreed acceptance criteria.
• Coordinate release readiness for assigned changes, including communications, training inputs, support playbooks, and monitoring plans; ensure controlled rollout and early‑life support.
• Define and track product KPIs and success metrics (e.g., adoption, task completion, error and incident rates, cycle times, NPS/CSAT) in line with data‑driven practices promoted by accredited product curricula.
• Analyze product performance and user feedback, run and interpret small experiments where appropriate (e.g., A/B tests, pilot cohorts), and adjust roadmap and backlog based on evidence.
• Serve as primary product contact for designated business areas (e.g., Client Service, Operations, Placement, Finance), managing expectations and aligning on priorities and trade‑offs.
• Facilitate cross‑functional decision making, presenting clear options, impacts, and recommendations to leaders and governance forums (e.g., change committees, steering groups).
• Support change adoption by partnering with Training, Communications, and local leaders to embed new capabilities into processes and roles.
• Provide peer coaching and informal mentoring to Associate and Technology Product Analysts on discovery methods, story writing, prioritization, and stakeholder engagement.
• Contribute to evolving Baldwin’s product management practices by sharing lessons learned, templates, and patterns drawn from reputable frameworks (e.g., Pragmatic’s market‑driven approach, recognized Agile product owner practices, AIPMM product lifecycle concepts).

Technology Product Manager

• 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

Customer Service Representative – Personal Lines

• Prepares documents for presenting risks to market • Prepares applications, summaries of insurance, insurance certificates, auto identification cards and other coverage related documents • Assists client service teams in the preparation of presentation materials • Analyzes and summarizes complex data and compiles reports under supervision • Records data into the appropriate insurance company and firm software programs • Runs monthly cancellation and expiration reports • Processes and completes endorsements and audits • Completes special projects as assigned • Looks for opportunities to improve the firm, business segment and processes

Account Executive

• Responsible for a blend of internal delivery activities and client facing functions
• Working independently on assigned Middle Market accounts
• Service all aspects of the renewal process, new business preparation and ongoing needs for clients and prospects
• Manage the certificate renewal process with clients
• Establish and maintain a good business relationship with clients, insurance carriers and colleagues
• Ensure completion of internal/external Surplus Lines requirements

Associate Account Executive – Senior Living

• Acquires and retains large, complex clients through a deep understanding of risk, risk mitigation, and insurance architecture and the ability to leverage and effectively communicate that knowledge in direct alignment with client operations.
• Develops trusted partnerships with key insurance company partners and broker representatives.
• Leads internal discussions on client renewals including coverage comparisons, pricing comparisons, historical loss experience, and projected loss picks.
• Prepares complex submissions for the marketplace, including loss picks, deductible stratification, endorsement requests, and exposure information.
• Coordinates client team including Account Management, Risk Mitigation, Claims Consulting and Risk Analysts to ensure service standards and key deliverables exceed clients’ expectations.
• Assesses final audits to ensure accuracy between client and insurance company partner audit teams’ identification of risk.
• Actively builds trusting relationships with clients, insurance company partners and brokers, and the firm’s advisors, partners, and leaders through personal integrity and industry expertise.
• Shares deep insurance expertise with firm’s advisors, account managers and other colleagues to advise, develop and train.

Client Executive, Commercial Risk

Client Partner

• Serves as a technical resource to clients, advisors, and insurance company partners
• Manages all policy activity and stewardship aspects in book of business
• Analyzes and reports on relevant claims data for larger accounts
• Ensures client compliance with respect to benefits
• Gathers information needed to present to insurance company marketplace for proposals
• Conducts effective enrollment meetings as needed

Insurance Customer Service Representative – Personal Lines

Sales Enablement Specialist

Licensed Client Support Specialist – Personal Lines

Technology Product Manager

Customer Service Representative – Personal Lines

Licensed Client Support Specialist – Personal Lines

Associate Account Executive – Senior Living

Client Executive, Commercial Risk

Senior Client Manager, Employee Benefits