Client Contact Lead

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.
As a Client Contact Lead, this individual works with the Manager to manage and implement client center operations, enhance systems and processes, and supervises a team of Client Contact Center Representatives, making the most effective and efficient use of staff and technology resources.

PRIMARY RESPONSIBILITIES:

• Ensures the Client Contact Center Representatives have the knowledge and skills to answer client inquiries, request for support, or problems quickly and effectively
• Works with the Manager and HR to recruit and train colleagues
• Promotes positive motivation for colleagues to achieve goals and the company vision
• Assigns and prioritizes colleague tasks and appropriately shifts efforts to effectively manage workload
• Monitors live and recorded calls to ensure quality standards are met; provides coaching, feedback, and corrective action to colleagues in accordance with the quality assurance program
• Coaches, mentors, counsels, and trains colleagues on a continual basis; reviews job contributions and communicates job expectations
• Conducts monthly one-on-one meetings with direct colleagues
• Evaluates colleague performance and makes recommendations to Manager on corrective and promotional opportunities
• Ensures client contact representatives adhere to assigned daily schedules to provide the most efficient and best service for our clients
• Answers calls, emails, and other forms of contact coming into the contact center as needed
• Takes escalated calls as needed in order to de-escalate the call and ensure excellent, quality service
• Maintains a concern for timeliness and completeness when interacting with clients, brokers, or insurance company partners to create a positive experience
• Recommends measures to improve methods and suggests changes in working conditions to increase efficiency
• Conducts investigations and participates in projects as necessary

KNOWLEDGE, SKILLS & ABILITIES:

• Proven ability to supervise the day to day client center operations of six (6) or more colleagues
• Ability to handle all levels of client complaints and questions and be professional under pressure, displaying a high level of patience
• Effective written and verbal communications skills
• Excellent organizational skills
• Capable of exercising discretion and a high level of confidentiality

EDUCATION & EXPERIENCE:

• Bachelor’s degree; or equivalent combination of education and work experience
• At least two (2) years’ experience working in a call center environment
• Obtain and maintain insurance license, as required by the State Department of Insurance to provide risk management consulting or risk transfer solutions as necessary in states where the firm functions (or be willing and able to obtain all required licenses within the first 90 days of employment).
• Personal Lines insurance industry experience, preferred
• Proficiency in MS Office Suite, with a focus on Outlook, Excel, and Word
• Demonstrates the organization’s core values, exuding behavior that is aligned with the corporate culture

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.

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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.