The Relationship Manager (RM) serves as the primary point of contact for high-net-worth (HNW) and ultra-high-net-worth (UHNW) private risk management clients. The RM is responsible for delivering elite, personalized client service, providing technical expertise in personal lines insurance, and proactively managing complex risk exposures across a sophisticated book of business. This role operates at the intersection of client advocacy, carrier relationship management, and strategic risk consulting - and is critical to driving retention, satisfaction, and growth within the Private Risk Management (PRM) practice.
PRIMARY RESPONSIBILITIES
Client Service & Relationship Management- Serve as the primary relationship owner for an assigned book of HNW/UHNW clients, delivering proactive, white-glove service across all touchpoints - phone, email, and in-person.
- Anticipate client needs and surface coverage recommendations, risk alerts, and market changes before clients ask.
- Conduct annual interactive client reviews, presenting renewal proposals and agendas that reflect a deep understanding of each client's exposures and lifestyle.
- Build trusted advisor relationships that drive long-term retention and organic growth through referrals.
Risk Analysis & Coverage Consulting- Review client exposures, underwriting memos, loss experience, and current coverages to identify gaps and recommend appropriate solutions.
- Advise and counsel clients on complex risk exposures including high-value homes, fine art and collectibles, watercraft, aircraft, excess liability/umbrella, and specialty lines.
- Review inspection reports for coverage accuracy and potential loss prevention issues; provide proactive direction to resolve outstanding items and minimize E&O exposure.
- Remain current on industry offerings, carrier appetite changes, and HNW market trends - making proactive recommendations to clients and leadership.
- Understand and introduce the holistic Baldwin platform as appropriate, including employee benefits, commercial lines, and asset protection services.
Market Placement & Carrier Relations- Act as a market placement specialist, remarketing existing programs as needed to ensure competitive positioning and alignment with client needs.
- Cultivate strong relationships with carrier partners including PURE, Chubb, AIG Private Client, Cincinnati, Berkley One and specialty markets.
- Maintain thorough knowledge of insurer contracts, underwriting guidelines, proprietary systems, and appetite to optimize placement decisions.
- Collaborate with carrier representatives to advocate for favorable outcomes on complex risks, renewals, and claims.
Operational Excellence & Compliance- Maintain accuracy, timeliness, and completeness in all client and carrier interactions to minimize errors and omissions exposure.
- Ensure all policy activity - new business, renewals, endorsements, cancellations - is documented accurately in agency management systems (Epic preferred).
- Adhere to Baldwin's established workflows, service standards, and compliance requirements across all client interactions.
- Identify opportunities to improve processes, workflows, and the overall client experience; surface recommendations to leadership.
- Manage a high-volume workload with strong organizational discipline and attention to detail.
KNOWLEDGE, SKILLS & ABILITIES
Required Qualifications- Active Property & Casualty insurance license in the state(s) where business is conducted, or the ability to obtain all required licenses within 90 days of hire.
- Minimum 3 years of experience in personal lines insurance, with demonstrated knowledge of HNW carrier contracts, underwriting guidelines, and claims processes.
- Proven ability to manage complex client relationships with a high degree of professionalism, responsiveness, and discretion.
- Strong written and verbal communication skills; comfortable presenting to sophisticated clients and internal stakeholders.
- Proficiency in Microsoft Office Suite and agency management systems; experience with Epic highly preferred.
Preferred Qualifications- Bachelor's degree in Business, Risk Management, Finance, or a related field preferred.
- Professional designations strongly preferred: CPRIA (Chartered Private Risk and Insurance Advisor), CPCU, CAPI, CPRM, CIC, or equivalent.
- Prior experience working with UHNW clients, family offices, or within a dedicated private client/PRM practice.
- Familiarity with specialty lines including fine art, jewelry, watercraft, aviation, and excess/umbrella liability.
CORE COMPETENCIES
What We Look For- Client Obsession - You treat every client interaction as an opportunity to exceed expectations and build loyalty.
- Technical Depth - You bring genuine expertise in HNW personal lines and can translate complex coverage concepts into clear client guidance.
- Ownership Mentality - You manage your book like a business - tracking details, anticipating renewals, and driving outcomes without waiting to be asked.
- Collaborative Spirit - You partner effectively with, advisors, insurers, and leadership to deliver seamless client experiences.
- Continuous Improvement - You actively look for ways to sharpen your skills, improve processes, and contribute to the growth of the PRM practice.
