Note: The job is a remote job and is open to candidates in USA. The Baldwin Group is an insurance brokerage firm providing commercial insurance, private insurance, employee benefits, asset and income protection, and risk mitigation strategies. The Customer Service Representative will serve as a frontline contact for personal lines clients, handling inquiries, policy changes, payments, and coverage needs while identifying opportunities to retain clients and support revenue. The role also requires accurate real-time documentation, policy processing, and professional multitasking across multiple systems.
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
Skills
- The role requires navigating multiple systems and screens while engaging in confident, professional phone conversations
- CRAs must be able to recognize opportunities to retain clients, offer solutions, and resolve concerns
- 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
- 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
- Candidates fluent in English and Spanish is preferred
- Customer service or call center experience preferred but not required
- Basic understanding of insurance concepts preferred
Benefits
- Remote work arrangement
- 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
Company Overview