Inbound Call Center Representative

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.

Why work at The Baldwin Group?

POSITION SUMMARY:

• The Client Contact Representative serves clients by providing product and service expertise to client requests or concerns to help maintain a high client retention level. The Client Contact Representative will be responsible for managing multiple modes of communication in a timely manner which include incoming calls, emails, and website requests. This position will require a comprehensive understanding of our customer service policies and know when issues need to be escalated to management for resolution.  All interactions require a high level of professionalism to uphold the firm’s positive reputation.

PRIMARY RESPONSIBILITIES:

• Be the friendly first point of phone/email contact for current clients

• Documents all activity in on-line client file to ensure quality and responsiveness

• Personally, provides prompt, efficient, high-quality service to all client.

• Resolves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem.

• Attracts potential customers by answering product and service questions.  Makes suggestions about other products and services based on client needs.

• Maintains a quality result by following established procedures and making recommendation for changes.

• Open, cancels and updates client policy information based on requests received

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Experience (years and type of experience): None required; 2 years in a client contact center preferred

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• The ability to learn insurance products and grow in product knowledge.

• The ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms. 

• Bilingual in English and Spanish preferred.

• Capable of multi-tasking and prioritizing workloads while adhering to deadlines.

• The ability to interact and communicate effectively in a team environment to share knowledge and manage workflows.

• Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture

TECHNICAL, COMPUTER, AND SYSTEM-SPECIFIC SKILLS REQUIRED:

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

• Ability to learn any other appropriate program or software system used by the firm as necessary

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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.